Comprehensive tools and methodologies quality improvement in the management competitiveness trade enterprises
https://doi.org/10.20914/2310-1202-2019-2-320-335
Abstract
The paper substantiates the need for the use of integrated methods of research and quality management in the trading enterprise – the model of attractive quality N. Cano and QFD (Quality Function Deployment) analysis, which can be quite used as strategic approaches in the concept of TQC (Total Quality Management (technological)). The authors prove with the help of practical studies that in decision-making to improve competitiveness and improve the process of creating a product (service) requires a methodology that will not only form a matrix of customer preferences and determine the degree of sensitivity to different characteristics of quality, but also to translate the request into the language of technology. For testing these methods improve the quality of the selected company Servismaster LTD is employed in the service sector are technically complex equipment in Agro-Industrial Complex market. This area is a dynamically developing industry and the problems of quality and competitiveness in the market of agricultural machinery are very relevant. A deep understanding of customer needs is necessary to ensure a high level of service for technological products. The result of using model H. Kano has become the differentiation of different characteristics by types for regular customers, providing large orders to the trade organization on the terms of trust. Structuring of quality functions allowed to develop management solutions for quality management of service processes in the enterprise. The conducted research with the help of complex methods and methodology of improving the quality of customer service Servismaster LTD allowed to determine the requirements of consumers and correlate them with the parameters of the processes of the trading company, which in the future will allow to develop the necessary solutions to improve the competitiveness of the enterprise.
About the Authors
M. A. Gurina
Lipetsk state technical University
Russian Federation
Cand. Sci. (Econ.), associate professor, State, municipal service and management department, International street, 3, Lipetsk, 398050, Russia
Russian Federation
Cand. Sci. (Econ.), associate professor, State, municipal service and management department, International street, 3, Lipetsk, 398050, Russia
J. V. Rumyanceva
Academy under the President of the Russian Federation
Cand. Sci. (Econ.), associate professor, management department, Moskovskaya str., 30, Lipetsk, 398600, Russia
Cand. Sci. (Econ.), associate professor, management department, Moskovskaya str., 30, Lipetsk, 398600, Russia
References
1. Alhamova G.K., Zalilov R.V., Asenova B.K. Building a “house of quality” for butter. Mezhdunarodnyy nauchno-issledovatel'skiy zhurnal [International Journal of Research]. 2015.no. 7 (38). pp.6–9. (in Russian).
2. Adler Yu.P. Kachestvo i rynok, ili kak organizatsiya nastraivayetsya na obespecheniye trebovaniy potrebiteley [Quality and the market, or how the organization is configured to meet the requirements of consumers]. Available at: https://www.inventech.ru/lib/sfq/sfq 0011/ (in Russian).
3. Andreichikov A.V., Andreichikova O.N., Tabunov E.V., Firsov Yu.A. Conceptual design of technical innovations using the intellectual system “IT QFD & AHP”. Kachestvo. Innovatsii. Obrazovaniye [Quality. Innovation. Education]. 2013. no. 4 (95). pp. 32–41. (in Russian).
4. Andronov D.A. Management of strategic competitiveness of the company. Ekonomika, predprini-matel'stvo i pravo [Economy, business and law]. 2015. no. 5 (5). pp. 16–21. pp. 18. (in Russian).
5. Betancourt L. Pyat' printsipov kachestvennogo obsluzhivaniya [Five principles of quality service]. Available at: https://www.obs.ru/article/181/ (in Russian).
6. Gayazov A.O., Rebezov M.B. Application of QFD-methodology for the production of chopped semi-finished meat and vegetable. Tekhnologiya i tovarovedeniye innovatsionnykh pishchevykh produktov [Technology and commodity research of innovative food products]. 2016. no. 1 (36). pp. 77–81. (in Russian).
7. Gurina M.A., Rumyantseva Yu.V. Managing the competitiveness of goods based on the application of the theory of attractive quality N. Kano (for example, JSC “Sagunovsky Meat Processing Plant”). Vestnik VGUIT [Proceedings of VSUET]. 2018. vol. 80. no. 4. pp. 4–14. (in Russian).
8. Gurina M.A., Rumyantseva Yu.V. The Japanese approach to assessing the quality of competitiveness: a study of consumer satisfaction of food products using the N. Kano method. Berezhlivoye proizvodstvo kak instrument konkurentosposobnosti. Yaponskaya kul'tura vedeniya biznesa: praktika primeneniya v Chernozem'ye [Lean production as a tool for competitiveness. Japanese culture of doing business: the practice of application in the Black Soil Region: Materials of the interregional scientific-practical conference]. RITM Publishing House, 2018. pp.31–41. (in Russian).
9. Dom kachestva: metod strukturirovaniya nuzhd i zhelaniy potrebitelya [House of quality: a method of structuring the needs and desires of the consumer]. Available at: http://www.elitarium.ru/dom-kachestva-potrebitel-produkt-harakteristika-informaciya-dannye-pokazatel-stoimost-rezultat-cikl-planirovanie-metod/ (in Russian).
10. Kaizen I.M. Klyuch k uspekhu yaponskikh kompaniy [The Key to the Success of Japanese Companies: translated from English. 11th ed.]. Moscow, Al'pina Pablisher, 2018. 274 p. (in Russian).
11. Popov V.N., Kasyanov V.S., Sachenko I.P. Sistemnyy analiz v menedzhmente [System analysis in management: a tutorial]. Moscow, KNORUS, 2016. 298 p. (in Russian).
12. Porter M. Konkurentnoye preimushchestvo: Kak dostich' vysokogo rezul'tata i obespechit' yego ustoychivost' [Competitive advantage: How to achieve a high result and ensure its sustainability]. Moscow, Al'pina Biznes Buks, 2005. 715 p. (in Russian).
13. Rumyantseva Yu.V. Production speed as a factor in eliminating losses. Berezhlivoye proizvodstvo: kak ustranit' poteri i povysit' effektivnost' proizvodstvennoy sistemy predpriyatiya [Lean production: how to eliminate losses and improve the efficiency of the production system of an enterprise: materials of the interregional scientific-practical conference]. 2017. pp. 61–66. (in Russian).
14. Rumyantseva Yu.V., Morozov V.Yu. Social responsibility of rural business in the Lipetsk region. Innovatsionnaya ekonomika i pravo [Innovative economy and law]. 2016. no. 4 (5). pp. 59–64. (in Russian).
15. Banerjee S. Sem' instrumentov kachestva [Seven quality tools]. Available at: http://www.klubok.net/article2628.html (in Russian).
16. Fatkhutdinov R.А. Upravleniye konkurentosposobnost'yu organizatsii [Management competitiveness of the organization: textbook]. Moscow, Market DS, 2008. 382 p. (in Russian).
17. Shmaylov A. Praktika primeneniya SFK-QFD [Practice of application of SFK-QFD]. Available at: http://www.up-pro.ru/library/quality_management/QMS_methodology/practice-primeneniya-sfk-qfd.html (in Russian).
18. Akao Y. Quality Function Deployment (QFD). Integrating Customer Requirements into Product Design. Portland, OR, Productivity Press, 1990. 369 p.
19. Lin F.-H., Tsai S.-B., Lee Y.-C., Hsiao C.-F. et al. Imperial research on Kano's model and customer satisfaction. PLoS ONE. 2017. vol. 12. no. 9. e0183888.
20. Miwno S., Akao Y. QFD. The Customer-Driven Approach to Quality Planning and Deployment. Tokyo, Asian Productivity Organization, 1994. 365 p.
21. Farokhnia M., Beheshtinia M.A. A three-dimensional house: extending quality function deployment in two organizations. Management Decision. 2018. doi: 10.1108/MD 06–2017–0588
22. Camgoz-Akdag H., Imer H.P., Ergin K.N. Internal customer satisfaction improvement with QFD technique. Business Process Management Journal. 2016. vol. 22. no. 5. pp. 957–968. doi: 10.1108/BPMJ 01–2016–0022
23. Ryan N. Taguchi Methods and QFD. Hows and Whys for Management. Dearborn, Michigan, ASI Press, 1988. 110 p.
24. QFD Online. Available at: http://www.qfdonline.com/
Review
For citations:
Gurina M.A., Rumyanceva J.V. Comprehensive tools and methodologies quality improvement in the management competitiveness trade enterprises. Proceedings of the Voronezh State University of Engineering Technologies. 2019;81(2):320-335. (In Russ.) https://doi.org/10.20914/2310-1202-2019-2-320-335
Views:
589
Email this article 
Post a Comment 
