We can say that the basic requirements for the quality of products or services provided are a set of its characteristics and properties that satisfy the expected or established needs and expectations to the maximum extent.

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The concept of a service or product includes the result of production processes or activities (intangible or tangible products), for example, any product, computer program, instruction, project, etc., as well as any activity, for example, the provision of certain services or the execution of processes. In essence, a service is a type of product similar to the product itself. The main international and domestic standards that define the requirements in the field of quality practically do not make any differences. But if we are talking about the production of industrial products, then the main quality should be understood precisely as its characteristics.

Quality is a physical category. That's why basic requirements for product quality are formed at the stage of development projects and developments, marketing research. All this is expressed in the same quality certificates, which contain the basic standards that manufacturers must adhere to.

For example, based on the results of research or on previous experience in operating a prototype of equipment, designers define new requirements in the working drawings of the product, which are defined as a refinement of the geometric parameters of the main elements of the part, as well as its surfaces, parameters of the chemical and physical properties of the surface that affect on wear resistance and strength of rubbing parts, tightness of joints, interchangeability of assembly units and individual parts.

Similarly, marketers, based on the latest analyzes of the forecasted and present demand in the sales markets, formulate the basic requirements for product quality, which must be fully met by manufactured products in the short or long term. And if such conditions are created on the market that supply far exceeds demand, then only the high quality of products will be the main factor that will determine competitiveness.

A property of a product can be defined as its objective feature, which manifests itself during its creation, consumption or operation. The main indicators of quality are the quantitative characteristics of several or one property, which in general constitute its quality. They are considered in relation to the basic conditions of its creation, consumption or operation.

Basic requirements for product quality must meet the following parameters:

• contribute to the full assurance of quality meeting the needs and expectations of customers and the economy;
• be consistently high
• take into account modern developments and achievements of science and technology, as well as the main directions of the world market and technical processes;
• characterize the main properties of products that affect its quality;
• provide an opportunity to evaluate all the properties and characteristics of a product at all stages of its life cycle - design, manufacture, marketing, application and operation.

Depending on the requirements that apply to products, as well as their purpose, their quality cannot be characterized by a single indicator. In practice, a whole system of quality management and indicators is applied, and a variety of factors influence its formation and use - versatility, degree of complexity and novelty, variety of conditions of use, etc.

Ensuring the quality of goods and services as the main goal of metrology, standardization and certification

One of the most important aspects of commercial activity is to ensure the quality of products, works and services. Metrology, standardization and certification are tools for ensuring the quality of processes and products as a result of the process.

The lecture has three main goals: explanation of the essence of quality; justification for the need to apply works on metrology, standardization and certification to ensure quality (Figure 1); explanation of the essence of a number of key terms (quality, quality indicator, quality control, testing, quality system) used in the future.

Figure 1 - Triad of methods and activities for quality assurance

Although the third component in the name of the academic discipline is “certification”, in Figure 1 this component is referred to as “conformity assessment”. The latter term is more precise and universal, since certification as a procedure for confirming compliance with a “third party” has ceased to be the main form of this activity. Conformity assessment can be carried out in other forms: declaration of conformity (confirmation of conformity by the first party - the supplier); accreditation (recognition of the competence of a body or laboratory); state registration (confirmation of the safety of new food products, dietary supplements, etc.); state supervision (verification of the conformity of goods, services, processes by the bodies of the State Sanitary and Epidemiological Supervision, veterinary supervision, etc.).

The term "conformity assessment" (instead of the term "certification") is used in the Law of the Russian Federation "On the Protection of Consumer Rights" (latest edition), the Federal Law "On the Quality and Safety of Food Products" and other legislative acts adopted in recent years.

The essence of quality

Quality is the degree to which inherent characteristics meet requirements. The concept of quality includes three elements: object, characteristics, needs (requirements).

The object of quality can be a product, process, organization or individual, or any combination of them. An example of such a combination is such a comprehensive property as "quality of life". Abroad, and recently in our country, the problem of protecting interests and rights has been increasingly considered precisely from the position of “quality of life”. This concept includes a number of aspects of the process of meeting human needs: the quality of goods and services, the protection of the environment, the provision of physical and moral health, the quality of education, etc.

In the future, quality will be considered in relation to such a field of activity as commerce, and to its main objects - goods and services.

Goods - any thing freely alienable, passing from one person to another under a contract of sale.

The service is the result of direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer.

Goods and services have a set of distinctive properties - characteristics. Characteristics can be qualitative (for example, the smell and taste of the food product, the politeness and professionalism of the seller) and quantitative (the speed of the car, the whiteness of porcelain dishes).

Requirements are first of all needs. There is a hierarchy of needs. It is based on basic needs (food, clothing, housing), then (in ascending order) - the need for security, convenience and comfort of use, aesthetic, social needs. The top of the pyramid is development needs (the need for creativity, the desire for self-expression).

Suppliers must ensure that needs are met. Achieving high customer satisfaction is the basis of the supplier's quality policy. In order to compete successfully, it is necessary to anticipate the slightest changes in consumer preferences in a timely manner, i.e. need to know the expected, prospective needs. "The consumer should get what he wants, when he wants it" - this is the first principle of quality assurance, formulated by Dr. E. Deming.

The above material allows us to understand the definition of terms formulated by domestic scientists.

Product quality is a set of product properties that determine its suitability to satisfy certain needs in accordance with its purpose.

Product quality indicator - a quantitative characteristic of one or more product properties that are part of its quality, considered in relation to certain conditions of its creation and operation or consumption. For example, when evaluating the quality of an enamel paint for a floor, such a property as heat resistance will not be taken into account, while for a paint intended for finishing a stove, this property should be considered the most important. The quality indicator quantitatively characterizes the suitability of the product to satisfy certain needs. So, the need to have a durable fabric is determined by the indicators "breaking load", "abrasion resistance", etc.

Quality indicators can be expressed in various units and can be dimensionless. When considering the indicator, one should distinguish between the name of the indicator (breaking load, resource) and the value of the indicator (respectively 50 N, 1000 h).

Characteristics of product requirements

The most universal, that is, applicable to most goods and services, are the requirements: purpose, safety, environmental friendliness, reliability, ergonomics, resource saving, manufacturability, aesthetics.

Destination requirements - requirements that establish the properties of the product, determining its main functions for which it is intended (productivity, accuracy, calorie content, speed of service execution, etc.), - functional suitability; composition and structure of raw materials and materials; compatibility and interchangeability.

Ergonomic requirements are the requirements for consistency of product design with the characteristics of the human body to ensure ease of use.

Resource saving requirements are the requirements for the economical use of raw materials, materials, fuel, energy and labor resources.

Manufacturability requirements - the suitability of products for manufacturing, operation and repair at minimal cost with given quality indicators.

Aesthetic requirements are requirements for the ability of a product or service to express an artistic image, socio-cultural significance in the form signs that are sensually perceived by a person (color, spatial configuration, quality of finishing of a product or room).

In accordance with the Law of the Russian Federation "On Standardization" (Article 7), the requirements established by state standards to ensure the safety of products (works, services) for the environment, life, health and property, to ensure compatibility and interchangeability of products, are mandatory for compliance by state authorities management, business entities. Mandatory requirements also include methods for monitoring the compliance of goods with mandatory requirements and requirements for labeling as a way of information about the danger (safety) of goods and the rules for handling goods.

According to Article 7 of the Law of the Russian Federation "On Protection of Consumer Rights", a product (work, service), for which laws or standards establish requirements that ensure the safety of life, health of the consumer and environmental protection and prevent harm to consumer property, is subject to mandatory confirmation of their compliance with these requirements (mandatory certification, declaration of conformity).

Thus, according to the two mentioned laws, the mandatory requirements for the quality of goods are safety, environmental friendliness, compatibility and interchangeability.

When determining the composition of mandatory requirements, two circumstances must be borne in mind:

- in accordance with legislation and standards, the list of mandatory requirements can be expanded, for example, due to the requirements of functional suitability (the effectiveness of the disinfectant, the accuracy of the cash register, the energy consumption of electrical and radio devices);

- for some products, reliability requirements are at the same time safety requirements (preservation of a food product, non-failure operation of a vehicle).

Quality control

Quality assessment is a systematic examination of how an object is able to meet specified requirements. Requirements are established in documents - standards, specifications, contracts, etc. Failure to comply with a requirement is a non-conformity. The organization takes corrective action to eliminate the causes of nonconformity.

The main form of verification is control. Any control includes two elements: obtaining information about the actual state of the object (for products - about its qualitative and quantitative characteristics) and comparing the information received with the established requirements in order to determine compliance, i.e. obtaining secondary information.

Product quality control - control of quantitative and (or) qualitative characteristics of products.

The quality control procedure may include the operations of measurement, analysis, testing.

Measurement as an independent procedure is an object of metrology.

Analysis of products, in particular the structure and composition of materials and raw materials, is carried out by analytical methods - chemical analysis, microbiological analysis, microscopic analysis, etc.

Testing is a technical operation that consists in determining one or more characteristics of a given product, process or service in accordance with an established procedure.

An illustration of product quality control as a complex procedure is, for example, fabric quality control. It includes the control of qualitative characteristics (external defects, compliance with the approved sample - standard in color, pattern), control of quantitative characteristics by simple measurements (length, width, thickness), tests (for abrasion resistance, tensile strength), chemical analysis (determination of the fibrous composition ).

Quality system

The long experience of the struggle for quality in our country and abroad has shown that no episodic, disparate activities can ensure a sustainable improvement in quality. This problem can only be solved on the basis of a clear system of ongoing measures. For several decades, quality systems (QS) have been created and improved. At the present stage, the SC has been adopted, established in international standards - ISO 9000 series. The requirements for the SC supplement the technical requirements for products. The fundamental concept in the doctrine of SC is the concept of product life cycle (LCP).

The life cycle of a product is a set of interrelated processes of changing the state of a product during its creation and use. There is a concept of the stage of the product life cycle - a conditionally allocated part of it, which is characterized by the specifics of the work performed at this stage and the final results.

The continuity of the stages of the LCP suggested to the researchers of the problem of quality assurance a model of quality assurance in the form of a continuous chain (circle), the components of which are the individual stages of the LCP (Figure 2). This model was previously called the quality loop (quality spiral), and in the latest version of ISO 9000 - “product life cycle processes”. The most important requirement for QC is that quality management should cover all stages of the life cycle.

Figure 2 - Product life cycle processes and the "quality triangle"

At the stage of marketing research, systematic work is carried out to study sales markets and consumer requirements for the company's products; product operating conditions; the possibilities of suppliers of material resources in relation to the quality and discipline of deliveries.

At the stage of developing the terms of reference, consumer requirements identified as a result of marketing research are transformed into technical requirements. The result is the terms of reference (setting the technical characteristics of a new product or service).

At the stage of design and development of products, a prototype and technical documentation (design and technological documentation) are created.

In the procurement process, an organization evaluates and selects suppliers based on their ability to supply products in accordance with the organization's requirements.

In the production process, the preparation and maintenance of the technological process are carried out, and the mastery of practical methods for manufacturing products with stable values ​​of indicators and in a given output volume. When providing a material service, a technological process of execution is carried out (cooking a dish, dry cleaning a product, preparing a product for sale) in accordance with technological regulations.

Product verification includes control, measurement and testing (if necessary) carried out at all stages of the life cycle. The final stage of the verification is the acceptance control, the results of which must confirm the compliance of the finished product with the established requirements.

Packaging and storage should contribute to the preservation of quality in the areas of production and circulation (part of the life cycle price from shipment by the manufacturer to receipt by a specific consumer), during loading and unloading operations, transportation, and storage in warehouses.

Distribution and sale consists in the purchase of goods by wholesale organizations for the purpose of selling to shops and the release of goods by retail organizations to buyers. At this stage, the personnel of the service sector organization becomes the subject of quality management. At the same time, the provision of the service continues, in particular, the service of the consumer of the service is carried out. The main task of service providers is to ensure the quality of the service and a high culture of service.

At the stage of operation (use and consumption), the consumer of the product is connected to the management. On how competently he will use (exploit) the products, in particular, its service life will depend.

During the maintenance phase, a service organization is also involved in quality management, performing preventive measures and / or repairs, thereby maintaining quality during the operation phase.

At the disposal stage, it is necessary to prevent the harmful effects of the used products on the environment, and, if possible, use the product that has gone out of service with benefit.

The recycling stage does not end the activity of the organization. By this date, and practically even earlier, the organization begins to study the anticipated needs, clarify current needs, and after marketing activities, it begins to design new products. This is how a new round of activity in the field of quality arises - from the marketing stage to the disposal stage, etc.

The modern quality system is based on two approaches: (engineering) and managerial (administrative).

The technical approach is based on the requirements of product standards and involves the application of statistical methods, metrological methods and other scientific methods used to assess the stability of production processes and ensure the reliability of the results of measurements, control and testing of products.

The management approach is based on the requirements of the ISO 9000 series of standards, the principles and methods of management - “coordinated activities to lead and manage an organization” . In a broad sense, it covers the organizational structure of the organization, documentation, production processes and resources to achieve product quality goals and meet customer requirements.

Thus, metrology, standardization and certification activities are primarily aimed at ensuring product quality and, as a result, its competitiveness in the domestic and foreign markets.

The quality of the goods is one of the fundamental characteristics that have a decisive influence on the creation of consumer preferences and the formation of competitiveness.

The quality of goods is a set of characteristics of an object related to its ability to satisfy stated and implied needs.

Requirements for the quality of goods are established at the stages of design and development, provided with logistics, development and organization of production, working and final control, storage and sale.

Before release to the consumer or operation, the quality requirements are evaluated according to the norms regulated by the standards and specifications, or in accordance with the requests of consumers.

The regulatory documents establish requirements for the properties and indicators that determine the quality.

Properties and quality indicators

Property - an objective feature of a product (or product), which manifests itself during its creation, evaluation, storage and operation.

A quality indicator is a quantitative and qualitative expression of the properties of a product (or product).

The classification of quality indicators and their values ​​is shown in fig. one.

Figure 1. - Classification of quality indicators:

Single indicators - indicators designed to express simple properties of goods. For example, single indicators include color, shape, integrity, etc.

Complex indicators - indicators designed to express the complex properties of goods. So, the strength of building materials is a complex indicator, characterized through a number of single ones: chemical composition, porosity, density, etc.

Integral indicators - indicators defined as the ratio of the total beneficial effect from the use of products for their intended purpose to the costs of development, production, sale, storage and consumption. Basic indicators - indicators taken as a basis for a comparative description of quality indicators. GOSTs for various building materials can serve as an example of a base indicator.

Defining indicators - indicators that are crucial in assessing the quality of goods. These include many organoleptic indicators:

• - appearance, color of all consumer goods, taste and smell of foodstuffs;
• - physical and chemical indicators - in building materials - strength, frost resistance, water absorption, thermal conductivity, etc.

All of these indicators have certain values, which are divided into the following types: optimal, actual, regulated, limiting and relative.

The optimal value of the indicator is the value that allows achieving the most complete satisfaction of part of the needs that this indicator determines.

So, the optimal value of the indicator "appearance" of building materials is characterized by typical and characteristic of this building material form, color, clean and dry surface without damage. Quite often, the optimal value is used as a norm established by standards and specifications. The optimal value of the indicator is the most desirable, but in practice it is not always acceptable, therefore, when assessing the quality, the actual value of the quality indicator is determined.

The actual value of the indicator is the value determined by its single or multiple measurement. So, in laboratory work on building materials, you determined some indicators (shrinkage) and each sample had its own. The results obtained are actual shrinkage values.

Regulated value - the value established by the current regulatory documents.

Limit value - the value of the quality indicator, the excess or decrease of which is regulated as a non-compliance with the current regulatory document.

This value can be a minimum, maximum, or range value. At the minimum limit value, a regulated value is set - no less, at the maximum - no more, and with a range value - no less and no more.

The minimum limit value of the indicators is applied in cases where the indicator contributes to quality improvement.

The maximum limit is used for indicators that degrade quality if the limits are set too high.

Range limits are set when both raising and lowering the specified limits cause quality degradation.

The relative value of an indicator is a value defined as the ratio of the actual value of an indicator to the base or regulated value of the same indicator.

For example, the actual value of the fat content of butter is 83%, and the base value is 82.5%.

Then the relative value of the indicator is:

83 / 82,5 = 1,06.

The quality level of goods is a relative characteristic determined by comparing the actual values ​​of indicators with the base values ​​of the same indicators.

When assessing the quality level, indicators of sample standards can be used as basic indicators, which can reflect the quality requirements of the best world or domestic products, as well as consumer requirements.

The technical level of quality is a relative comparative characteristic of the technical improvement of goods, based on a comparison of the actual values ​​of indicators characterizing technical excellence with their base indicator, reflecting advanced scientific and technological achievements in this area. The technical level of quality is usually used to characterize complex technical goods.

Thus, the quality of goods is a set of properties and indicators that determine the satisfaction of various needs in accordance with the purpose of specific goods.

quality requirements

expression of certain needs or their translation into a set of quantitatively or qualitatively established requirements for the characteristics of an object in order to enable their implementation and verification. (See: ISO 8402 Quality management and quality assurance Vocabulary.)

Source: "House: Building terminology", Moscow: Buk-press, 2006.

Construction dictionary.

See what "quality requirements" are in other dictionaries:

quality requirements- The expression of certain needs or their translation into a set of quantitatively or qualitatively established requirements for the characteristics of an object, in order to enable their implementation and verification. Notes 1. It is essential that the quality requirements ... ... Technical Translator's Handbook

quality requirements- established quantitative and qualitative values ​​of the properties and characteristics of works (services) and (or) equipment. Source …

quality requirements- - expression of certain needs or their translation into a set of quantitatively or qualitatively established requirements for the characteristics of an object, in order to enable their implementation and verification. [ISO 8402] Term rubric: General, quality … Encyclopedia of terms, definitions and explanations of building materials

REQUIREMENTS FOR THE QUALITY OF PERCEPTION OF INFORMATION DISPLAYED ON DISPLAYS- according to GOST R 50948–2001 “Means for displaying information for individual use. General ergonomic and safety requirements, "for accurate reading of information and ensuring comfortable conditions for its perception, work with ... ... Office work and archiving in terms and definitions

GOST R ISO 3834-1-2007: Quality requirements for fusion welding of metallic materials. Part 1. Criteria for selecting the appropriate level of requirements- Terminology GOST R ISO 3834 1 2007: Quality requirements for fusion welding of metallic materials. Part 1. Criteria for selecting the appropriate level of requirements original document: 3.4 manufacturer, manufacturer (manufacturer, ... ... Dictionary-reference book of terms of normative and technical documentation

GOST R IEC 61192-1-2010: Printed assemblies. quality requirements. Part 1. General technical requirements- Terminology GOST R IEC 61192 1 2010: Printed assemblies. quality requirements. Part 1. General specifications original document: 3.1 new design: A design that has not been previously installed by the manufacturer. Definitions… … Dictionary-reference book of terms of normative and technical documentation

0.01.1. Sources of supply and quality requirements. The Contractor shall select a source of supply of materials of the required quality for the Project and notify the Engineer of all suspected sources prior to delivery to the site. Contractor organizes tests... Dictionary-reference book of terms of normative and technical documentation

MU 2.1.4.682-97: Guidelines for the implementation and application of Sanitary rules and norms SanPiN 2.1.4.559-96 "Drinking water. Hygienic requirements for water quality of centralized drinking water supply systems. Quality control"- Terminology MU 2.1.4.682 97: Guidelines for the implementation and application of Sanitary rules and norms SanPiN 2.1.4.559 96 "Drinking water. Hygienic requirements for water quality of centralized drinking water supply systems. Control ... ... Dictionary-reference book of terms of normative and technical documentation

GOST R ISO/IEC 12119-2000: Information technology. Software packages. Quality requirements and testing- Terminology GOST R ISO/IEC 12119 2000: Information technology. Software packages. Quality requirements and testing original document: 2.5 package documentation: Product description and user documentation.… … Dictionary-reference book of terms of normative and technical documentation

Books

• , . This second edition of the European Air Quality Guidelines contains the basic requirements for the protection of public health and ground vegetation from the harmful effects of substances…
• European Air Quality Guidelines, . This second edition 171; of the European Air Quality Guidelines 187; contains the basic requirements for the protection of public health and ground vegetation from the harmful effects of…

Requirements for a product can be current and prospective, general and specific.
Current requirements are developed and presented to mass-produced goods that are on sale. They are established taking into account the technical and economic possibilities of production and the level of our knowledge about the product at a certain stage of development. These requirements, as a rule, are regulated by state, republican and industry standards and specifications. Prospective requirements combine a wider range of product quality indicators. They are developed on the basis of current requirements for the quality of goods. At the same time, the purpose, operating conditions of the goods, the most complete satisfaction of the needs of the population, the improvement of production processes, the emergence of new types of raw materials, equipment and technology are taken into account. The development of promising requirements for the quality of goods encourages workers in science, industry and trade to constantly conduct scientific research aimed at improving the quality of finished products and expanding their range.
Promising requirements, as technical progress develops, move into the current group and are regulated by GOSTs and technical specifications.
The development of promising and revision of current requirements for the quality of goods are the most important tasks of commodity science.
General requirements are equally imposed either on one or on the vast majority of goods. These include: the most complete compliance of the goods with the purpose and the degree of fulfillment of the main function, ease of use, harmlessness to humans and ensuring the normal functioning of the body, strength and reliability in operation within the specified period, the possibility and ease of repair. Specific requirements apply to a narrower group of products or to a specific product. They are more diverse and depend on the purpose and operating conditions of the goods. So, in one case, higher requirements are placed on the strength of goods, in the other, on external design. The most important requirement for musical instruments is sound quality. For products for artistic and decorative purposes, the main requirements are thematic content, ideological orientation, color design, accuracy of execution, and the requirements for strength are less important. Both current and prospective, both general and specific requirements, depending on which side of the consumption of the goods they characterize, are divided into requirements: social purpose, functional, reliability in consumption, ergonomic, aesthetic, consumption safety requirements, environmental. Industrial products are also subject to technological, standardization and unification requirements, economic, etc.

Quality control

Quality control occupies a special place in product quality management. It is control, as one of the effective means of achieving the intended goals and the most important function of management, that contributes to the correct use of the objectively existing, as well as the prerequisites and conditions created by man for the production of high-quality products. The efficiency of production as a whole largely depends on the degree of perfection of quality control, its technical equipment and organization. It is in the process of control that the actually achieved results of the system functioning are compared with the planned ones. Modern methods of product quality control, which allow achieving high stability of quality indicators at minimal cost, are becoming increasingly important.