THEORY AND PRACTICE OF MANAGEMENT

Solovyov ISO 9001- not paper, and a source of motivation to the system

changes and improvements.

Vladimir Solovyov,

CEO

conformity assessment body

ТОО «Euroasia MS», Doctor of Technical Sciences,

Professor, Lead Auditor IRSA,

Quality Austria, EVROCERT, gP RK.

Lately,during the certification and inspection audits, you can hear different opinions about the global financial crisis impact on the functioning of organizations.

leaders, owning system management expertise and in which this system management functions - ISO 9001, directly say, that the organization feels the negative impact of the global crisis (difficulties with orders, dependence on imports, inflation, etc.). And while all mark, what system management ISO 9001(may optionally be used, etc.. international standartyISO) He helped and continues to help solve problems, which resulted from the impact of the global crisis. ie. as one leader -The implementation of management-ISO system 9001 they were able to "survive" under pressure of the global crisis on the market.

Ideological approach of such leaders in tune with the installation of the President of the NA. Nazarbayev, who in his address "Kazakhstan in the new global reality : growth, reform, development "assesses the global crisis, not only as a danger, but as new opportunities. In this regard,, as practice shows – sustainable development of the organization, taking into account the implementation of the new improvements, (especially with innovations)possible and effective only if, where the organization operates within the system management – ISO 9001. In this case, the first head, senior management and staff of the organization as a whole aware of system management - ISO 9001 firsthand, namely standartv apply within their powers and responsibilities of its production and management activities.

Really, first leaders of such organizations are focused not only on improving the system of quality management, but also to improve the quality of corporate culture, which are based on professionalism, innovative thinking, a responsibility, enthusiasm, the ability to cooperate and create a friendly, warm and creative atmosphere. In such organizations, to promote the diversity of thought, opinions and points of view. In these kollktivahves staff (without exception) It has the skills to use the Deming Cycle PDCA-Shuharda. At the same time in the organization of a system of collection of proposals for "bottom-up". Further, these proposals senior management reviews to ensure that they "expediency" and the proposals, that in their opinion "become necessary", They include a program or plan of actions for the development of managerial and production activities of the organization.

In fact, In Kazakhstan in the sphere of the national economy is not more than 10% is not enough .Etogo, that in the conditions of world crisis quickly deal with its negative manifestations, and thus to "survive" in this not simple time.

Usually, in organizations, where not implemented a quality system menezhment – ISO 9001, senior management and staff are not ready for change.

The current objective requires the senior management of the organizations are not afraid of change, and enthusiastically accept them, taking into account the various manifestations of the business - the environment; All this should have a need to initiate the introduction of the system of management organizations - ISO 9001.

In one of the articles we have already mentioned the reasons for, that deter interest in the implementation of the international standard ISO 9001.

It should be noted, that such reasons are many and they, largely, lie on the surface. We consider the most important, depth. These, in our opinion, can be attributed:

– no possession of some TOP-managers, especially the first heads of systematic knowledge in the field of quality management, the appropriate international standard (MS) ISO 9001, not even speaking about, they modestly knowledgeable in the application of environmental management systems, occupational safety and health systems - OHSAS, energy management systems;

– not fully in the business environment have formed relationship between the parties, which are based on competitive advantages of the enterprises, what, as is known, It is a prerequisite for economic development. That such a relationship can also be a driver for the use of system management rules – ISO 9001; while still not eradicated situation, When the "ball pravyat Agashka", whose values ​​are corrupt components: bribe, kickbacks etc..

– inability to first head to set ambitious goals, for the achievement of which requires a different management, namely, international practice shows – system management, conforming, first ISO 9001; really, with the old management to work and achieve high goals is not always possible, they are particularly difficult to reach in a competitive environment (gland, krışevaniya).

In these conditions, usually, fear among the TOP-manager constrains their initiatives. They are in their actions and decisions are subject to the rule of Machiavelli:

"There is nothing more difficult, dangerous and uncertainty, than to lead the introduction of a new order of things, because every innovation there are ardent enemies, who lived well in the old way, and lingering supporters, are not sure, whether they will be able to live a new life ".

there are cases, when another scenario works in the organization, but for E. Deming: "Quality control problem is not, that people do not know much about it, the problem is, that they think, they know it all ".

«You can not change, survival – is voluntary "

Edward Deming

audits show, it faced a number of Auditors, if I may say so, with a new generation of artists TOP-managers. They are united in the application of the system management, that they learned a lot at various seminars ISO and even worked in foreign organizations, which has functioned management system. Unfortunately, these professionals in the Kazakhstan companies themselves have not shown (naturally, this does not apply to all; in practice, often there are cases, when Kazakh specialists, the knowledge gained abroad are successfully used in its production activities, but in the organization of work of the Kazakhstan).

We dwell on the facts, when there are pseudo-experts, who earnestly contend, that the ISO 9001 It does not fit their organization. As one such expert – a "pernicious" practice, which, he thinks, "Not only does not fit, but also hampers the development of its organization ".

Subsequently turns, that these "experts" are not systematically trained in modern management, but very much we heard about it a long time and can talk about the need (or no) this practice in the production of the organization.

Complete surprise were the facts, established during the audit, who testified, that the staff does not know, role in the organization carry out production and management processes, Affairs nomenclature, not to mention the benefits of the internal audits. There are cases when, such as the pro-rector, one of the universities in the proposal to show their work plan, earnestly said, that he will not need, as all the plans are in the heads of departments. note, These organizations have a certified management system, eg – for compliance with the international standard - ISO9001. Why this attitude to ISO 9001?

First, we should note the lack of professionalism among senior management on issues of system management. Secondly, senior management and staff overestimate their skills in such organizations, they work without complying with the procedures, without the use of his work in the PDCA cycle, in particular – without an analysis of the operational activities, not to mention the lack of analysis of "how" the system ". Such "characteristics management" lead to, that the operational and strategic decisions senior management takes "on a whim", i.e., not based on facts.

Unfortunately, have such specialists present inability of understanding the depth of their incompetence, what, in its turn, certainly it affects the quality of the organization, especially in its response to the requirements of world conditions and receptivity to innovation.

Consider another aspect of our review - low motivation or its complete absence from the first head of the need for the introduction of the "Rules how to manage quality, and how to produce / provide product / service" – the basis of ISO 9001;

Involuntary initiation "aversion" to the ISO 9001 could be illiterate consultants, stupid actions of auditors and malware audits, focused on the need to abide by the false, flimsy "requirements", that in no way do not relate to quality management. The destruction of the certification system, (as practice shows) may contribute to a low-quality and state management.

known, that "On Public Procurement" Law of RK noted the participant an advantage (tender), expressed in the presence of a certified management system in accordance with the requirements of state standards. This circumstance, as practice shows, along with the positive developments in the management of organizations and enterprises, It led to negative consequences, namely:

  • development and implementation of systems(s) Management in organizations became a formal character (time on the development of the project was reduced to 1 months or even less) – developed in a similar way "management system" of no value to the organization and society as a whole does not have a;
  • profanation management ideas, especially a false interpretation of the nature and purpose of international standards in the field of system management, led to a decline of confidence in the international standards ISO 9001 and other; in press articles began to appear with the opinion of ISO irrelevance in the broadest sense and especially ISO 9001, and the collapse of management systems certification;
  • in competitions (tenders) participating vendors, which are in the tender documentation, eg, ISO certificate of conformity 9001, not confirming their status (the legitimacy of its actions), as the supplier has not passed the planned inspection audits, that is against the ISO / IEC Standard 17021-2013;
  • there was a "new service" for the sale of certificates of conformity, ie "today I ordered, and tomorrow get "coveted certificate- "Transient", which has in competitions (tenders) the same weight in comparison with the organization, has a mature competitive and supportive management system;
  • Unfair competition unpunished.

In our opinion, all participants in the unfair implementation of the international standard GOST ISO / IEC requirements 17021-2013 (certificates of sale,"Remote" audits with the subsequent issuance of certificates, not comply with the planning and the like required standards) We must realize, they cause enormous harm not only to the organization, but also the development of all sectors of the economy of Kazakhstan.

In this regard, the Law of RK "On state purchases" there is a need in the prescribed manner to amend, taking into account for contest (tenders) in addition to the certificate of conformity, and duration of the functioning of the organization within the scope of management systems, ie to take into account the "maturity" of the organization / personnel, capable of operating in today's business environment.

Naturally, as practice shows, all these negative manifestations, of which we spoke above, not contribute to the formation of motivation of the need for the implementation of quality management systems.

If all the reasons to look the part, the main conclusion becomes, that "all the evils of ignorance .." and low professionalism in the field of system management.

Really, if the first director and staff of the organization as a whole do not know the essence of ISO 9001, while that from him and the team should be expected?..

"If you think, that training is expensive, try to learn, how much ignorance "

Robert Kiyosaki

What is ISO 9001 (QMS)? From the perspective of the practice can be formulated as.

ISO 9001 (QMS Quality Management System) better understood, if the senior management and staff of the organization will consider the system as "international rules" Organization Management (business) or quality system rules for the organization of quality control processes (activities) to ensure the quality of their operation to produce high-quality products / services at optimum cost of all kinds of resources; at the same time, these rules should ensure compliance with mandatory ("Minimal") requirements management system, eg ISO 9001, and "maximum" – It is the "know-how" of the organization, and will depend on the quality of senior management professionalism, specificity of activity and competence of personnel.

In this way, leader must perceive ISO 9001 as the "Rules of the organization for quality control of its production activities" through the prism of the "seven properties":quality management system, in relation to quality management processes and processes kachestvomfunktsionirovaniya, quality of products / services, professional quality, quality of corporate culture as a whole and kachestvomorganizatsii. You can further approach to the development and evaluation of the quality of the industry of the national economy overall quality.

Of particular note, that "the rules of the system of management organization…"Should be developed and compiled by senior management with the direct responsibility of the first head of the quality and effectiveness of their implementation. Naturally, organization can, (and in our opinion - should!), to the issues of implementation of system management invited consultants. but, We should always remember, that responsibility for the quality management system is the first head of, rather than consultants. And in the development of system management is necessary to think about, to the number of procedures must be justified and strive to minimize, subject to the legal provisions and requirements ISO 9001.

Summarizing turns, that the implementation of ISO 9001 - the organization has become the first leaders realized the need for responsible (duty) the state.

At the same time we must understand that, if you are not trained, then understand the meaning of the international standard ISO 9001 "Outright" difficult; because of, that the management system, by Yu opinion. Adler (Business Excellence №2, 2012g):

"... it was described in the unusual (heads) language, and they did not see the link between quality management system and the financial success of the business ".

Based on practice, it can be argued, that the development of system management can be based on continuous training and education of staff, it can vary, and (if necessary) get rid of the "favorite", but outdated management methods. Besides – with enthusiasm to find and use advanced process control techniques to effectively achieve the goals.

In this context, it sees only one way out: accelerated transition must begin with the accelerated training of senior management. Create incentive conditions, learn the basics of quality menedzhmentane need not only managers, which make products, but also the, who provides medical, utilities and other services. In short, we are talking about universal elimination "ISOshnoy illiteracy". by the way, you can think about the inclusion in the program of training of pupils and students the basics of quality of life / work.

practice shows, that good mastering the ideology of international standards (the basic principles of management) and ownership of high-quality management contributes to, first of all, "Interested" to read books and magazines, targeting to new thinking, the ability to build the relationships of, develop leadership skills, willing to change and, of course, to study the works of the guru in the field of quality management in various spheres of economy activity. At the time, e. Demingotmechal, that without the "deep knowledge" can not be an adequate development of the companies'.

In practice, the "deep changes", usually, difficult to talk. Just imagine, what torments experienced Auditor, when conducting an audit of the first head, not in possession of the relevant Rules of Quality Management (especially when the whole organization has been audited as "excellent").

In conclusion, that at all stages of implementation (embedding) CMS and, naturally – in terms of its further maintenance of the, sincerity is required, accuracy and clarity of goals. known, that even the undeniable truth, I say without love and sincerity - a lie.

Therefore, a flawless relationship in the organization for a high level of quality management, the development of moral values, strengthening of the rod inner confidence in the correctness of decisions for the implementation of the mission and quality policy.

In short, if there is no limit to the creative ideas, so, there is no limit improve the quality of management and quality of products / services. And remember, that the key arrangement of your living and working spaces should be - ISO 9001.

there are cases, when another scenario works in the organization, but for E. Deming: "Quality control problem is not, that people do not know much about it, the problem is, that they think, they know it all ".

audits show, it faced a number of Auditors, if I may say so, with a new generation of TOP-managers. They are united in the application of the system management, that they learned a lot at various seminars ISO and even worked in foreign organizations, which has functioned management system. Unfortunately, these professionals in the Kazakhstan companies themselves have not shown (naturally, this does not apply to all; in practice, often there are cases, when Kazakh specialists, the knowledge gained abroad are successfully used in its production activities, but in the organization of work of the Kazakhstan).

We talk about those pseudo-experts, who earnestly contend, that the ISO 9001 It does not fit their organization. As one such expert said, that this "pernicious" practice, which, he thinks, "Not only does not fit, but also hampers the development of its organization ".

Subsequently turns, that these "experts" are not systematically trained in modern management, but very much we heard about it a long time and can talk about the need (or no) this practice in the production of the organization. Complete surprise were the facts, established during the audit, who testified, that the staff does not know, role in the organization carry out production and management processes, Affairs nomenclature, not to mention the benefits of the internal audits. There are cases, when, eg, Vice-rector of one of the universities in the proposal to show their work plan, earnestly said, that he will not need, as all the plans are in the heads of kafedrami.Pochemu such an attitude to the ISO 9001?

First, we should note the lack of professionalism among senior management on issues of system management. Secondly, senior management and staff overestimate their skills in such organizations, they work without complying with the procedures, without the use of his work in the PDCA cycle, in particular without analyzing operational, not to mention the lack of analysis of "how" the system ". Such "characteristics management" lead to, that the operational and strategic decisions senior management takes "on a whim", i.e., not based on facts.

Unfortunately, have such specialists present inability of understanding the depth of their incompetence, what, in its turn, certainly it affects the quality of the organization, especially in its response to the requirements of world conditions and receptivity to innovation.

Consider another aspect of our review - low motivation or its complete absence from the first head of the need for the introduction of the "Rules how to manage quality, and how to produce / provide product / service" – the basis of ISO 9001;

Involuntary initiation "aversion" to the ISO 9001 could be illiterate consultants, stupid actions of auditors and malware audits, focused on the need to abide by the false, flimsy "requirements", which in no way relate to quality management. The destruction of the certification system, (as practice shows) may contribute to a low-quality and state management.

known, that "On Public Procurement" Law of RK noted the participant an advantage (tender), expressed in the presence of a certified management system in accordance with the requirements of state standards. This circumstance, as practice shows, along with the positive developments in the management of organizations and enterprises, It led to negative consequences, namely:

  • development and implementation of systems(s) Management in organizations became a formal character;(time on the development of the project was reduced to 1 months or even less) – developed in a similar way "management system" of no value to the organization and society as a whole does not have a;
  • profanation management ideas, especially a false interpretation of the nature and purpose of international standards - ISO 9001;
  • in competitions (tenders) participating vendors, which are in the tender documentation, eg, ISO certificate of conformity 9001, not confirming their status (the legitimacy of its actions), as the supplier has not passed the planned inspection audits, that is against the ISO / IEC Standard 17021-2013;
  • there was a "new service" for the sale of certificates of conformity;
  • Unfair competition unpunished.

In our opinion, all participants in the unfair implementation of the international standard GOST ISO / IEC requirements 17021-2013 (certificates of sale,"Remote" audits with the subsequent issuance of certificates, not comply with the planning and the like required standards) We must realize, they cause enormous harm not only to the organization, but also the development of all sectors of the economy of Kazakhstan.

If all the reasons to look the part, the main conclusion becomes, that "all the evils of ignorance .." and low professionalism in the field of system management.

Indeed, if the first head of the organization and staff in general do not know the essence of ISO 9001 and then, that they should expect from him…

What is ISO 9001 (QMS)? From the perspective of the practice can be formulated as.

ISO 9001 (QMS Quality Management System) better perceived if the senior management and staff of the organization will consider the system as "international rules" Organization Management (business) or quality system rules of the organization as a quality control processes (activities) to ensure the quality of their operation in order to obtain high-quality products / services at optimum cost of all kinds of resources; at the same time, these rules should ensure compliance with mandatory ("Minimal") requirements management system, eg ISO 9001, and "maximum" – It is the "know-how" of the organization, and will depend on the quality of senior management professionalism, specificity of activity and competence of personnel.

In this way, leader must perceive ISO 9001 as the "Rules of the organization as a quality control of its production activities" through the prism of the "seven properties":quality management system, in connection with the quality control of processes and process performance quality, quality of products / services, professional quality, quality of corporate culture as a whole and kachestvomorganizatsii. You can further approach to the development and evaluation of kachestvaotrasli and the quality of the national economy as a whole.

Of particular note, that "the rules of the system of management organization…"Should be developed and compiled by senior management with the direct responsibility of the first head of the quality and effectiveness of their implementation. Naturally the organization can, and we believe, It needs to address the issues of implementation of system management invited consultants. But we should always remember, that responsibility for the quality management system is the first head of, rather than consultants. And in the development of system management is necessary to think about, to the number of procedures must be justified and strive to minimize, competency-based personnel,subject to the legal provisions and requirements ISO 9001.

Summarizing, become clear, that the implementation of ISO 9001 - the organization has become the first leaders realized the need for responsible (duty) the state.

Based on practice, development of system management can be based on continuous training and education of staff capable of change, if necessary, to get rid of "favorite", but outdated management practices and enthusiastic to find and use advanced process control techniques to effectively achieve the goals.

In this context, it sees only one way out: accelerated transition must begin with an accelerated learning the basics of system management menedzhmentavysshego. Create incentive conditions, learn the basics of quality menedzhmenta.ne only managers, which make products, but also the, service providers, eg, medical, utility, etc.. In short, we are talking about universal elimination "ISOshnoy illiteracy". by the way, you can think about the inclusion in the program of training of pupils and students the basics of quality of life / rabotyna the basis of Regulation… – ISO 9001.

Of particular note, that at one time e. Demingotmechal, that without the "deep knowledge" can not be an adequate development of the companies'.

In practice, the "deep changes", usually, difficult to talk. Just imagine, what torments experienced Auditor, when conducting an audit of the first head, not in possession of the relevant Rules of Quality Management (special, when the whole organization has been audited as "excellent").

In conclusion, that at all stages of implementation (embedding) CMS and, further naturally, in conditions of maintaining it in working condition, sincerity is required, accuracy and clarity of goals. known, that even the undeniable truth, I say without love and sincerity - a lie.

Therefore, a flawless relationship in the organization for a high level of quality management, the development of moral values, quality of corporate culture,strengthening of the rod inner confidence in the correctness of decisions made in the implementation of the mission and quality policy.

And remember, that the key arrangement of your living and working spaces should be - ISO 9001.


literature:

1) AT. AND. Solovyov: "ISO 9001:2000- beginning of the road to the competitiveness of organizations - "Quality management» № 1 (25), 2009, from. 56-58

2) AT. AND. Solovyov: "Senior management - the leader or a weak link in the quality management" - "Management Quality" number 2 (26), 2009, from. 22-24

3) AT. AND. Solovyov: "Why ISO 9001 He does not always find its adherents "-" News of Gosstandart "number 2, 2014, from. 46-50

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