Quality Era comes

Аskar Kulibayev, Academician of the International Engineering Academy

Vladimir Solovyov, .

XX century has been remembered as a century of labour productivity increasing. XXI century should become a century of quality. And it is quite naturally. Economic globalization and development of the international and industrial relations dictate its conditions of modern management to the enterprises of Kazakhstan. At the heart of which lie systems of quality management appropriate to ISO 9001-2000 international standards requirements.

Solution of given problem begins with an introduction of standards of 9000-th of version 2000. Then as a management aspect at the enterprise has been improving, other quality models should be introduced. In particular, there are the systems of the integrated and general quality management. The issues of development and introduction of 9000-2000 standards at the enterprises of Kazakhstan are of important state value. It has become an axiom that a production quality is not an individual issue of the enterprise but a national problem. State approach to the solution of this problem is incorporated in the republican program "Quality" covering 2001-2005 years.

Regarding this a practical interest represents an operational experience acquired by development and introduction of quality management system in a number of the enterprises. They are NII Stroyproject, Elevatormelstroy OJSC, Zheldorstroy OJSC, AVE Corporation, Kazantikor Ltd., Bazalt CJSC, Karagandy Promstroyproject OJSC and others. These enterprises have passed similar though individual way to their own system of introduction. The matter is that international standards ISO 9001-2000 should be considered as the technical project of the management quality system development for each concrete enterprise. First of all it is determined not only by the level of personnel professional competence of consulting company but by the enterprise as well.

Success of quality management system development and introduction depends on state of staff opinion and determination of the Chief. Each director should feel the depth of Macchiavelli's wisdom: «there is nothing more difficult, more dangerous and more uncertain than trying to establish a new order of things». Consulting companies with their sociologists who are acquainted with the “theory of changes” can render an essential assistance to the Heads with the problem of personnel's resistance to innovations overcoming.

Quality management system can be considered as the internal code of work, the code of laws that defines behavioral environment for all personnel. A new version of international standards ISO 9000-2000 is focused on achievement of the quality which satisfies demands and expectations of consumers.

Practice has shown that new quality management system introduction is frequently hampered by the highly skilled experts dissatisfied with changes, infringement of established order, fear of a position deterioration, confidence absence, unwillingness or inability to acquire new knowledge and skills. The reasons of resistance to innovations result from a human nature, and the correct account of consequences of these displays in a collective will allow the enterprise to solve extremely complicated problem of necessary atmosphere for system functioning creation.

Is it necessary for all organizations to receive ISO 9001-2000 certificate? In order to reply this question it is necessary to understand that the procedure of the certificate receipt is very laborious, expensive and long one.

In spite of the fact that international standards application becomes more and more widespread, this matter is a voluntary one. But such certificate is necessary for the enterprises entering the international markets or working with the international suppliers that demand such certificate presence; working in economic sectors adjustable by the governments or by the governmental organizations of the countries in which ISO 9001-2000 certificate presence is compulsory; improving the quality system control.

Actuality of ISO 9001-2000 standards introduction problem for many enterprises rises essentially due to the tendency of Kazakhstan to enter the World Trading Organization.

Despite of these arguments for the benefit of modern system of quality management introduction in the enterprises of Kazakhstan, some articles insinuating doubts in its productivity appear in various mass media. If productivity is not provided, the system will not functionate and the action of ISO 9001-2000 certificate will be stopped or cancelled. Most often the experts who could not learn required skills of work are guilty in it. There is no choice but to be surprised by the statements of some "experts" who claim that they «have processed contents of ISO-9000 international standards in view of specificity of each manufacture...»

In practice (including international practice) there are cases of rough infringement and wrong interpretation of ISO 9000-2000 standards essence, dishonest reception of the certificate. In this connection it is necessary to know that negative displays are frequently not the result of recommendation to introduce "bad" ISO 9000-2000 standards, but the result of incompetence, lack of conscientiousness of the adviser. We think, in future, an object and a tool in competitive fight will be the qualification of personnel from consulting companies and legal basis of their activity. Therefore enterprises, which make decision to develop quality management system, have to choose competently consulting firms that should be known in the market and have an operational experience with the enterprises of a similar structure. There should be highly skilled experts having the appropriate documents and certificates, confirming knowledge and practice of ISO 9000-2000 standards introduction in the consulting organizations.

It is necessary to choose certification body thoroughly. As a rule it should be a company, which is a member of the International Association of Classification Societies (IACS), a member of the International Association of National Certification Bodies (IQNet), recognized by the European Community, and accredited in the state standards of Russia or Kazakhstan.

For essential promotion of quality management system into industrial sphere, in our opinion, it is necessary to organize the academy of quality problems. The scientific - practical potential for this purpose presents in Kazakhstan. It would be good if VAK (Vysshaya Attestatsionnaya Komissiya - Higher Attestation Commission) of the Republic of Kazakhstan has not remained aside but organize professional training of high-qualified specialists for problem solving on development and introduction of international standards ISO 9000 that will promote an equal participation of Kazakhstan in the world economy.

Almaty