Development of market economy in Kazakhstan and necessity of presentation of our companies on foreign commodity markets have sharply aggravated a problem of quality of national production and services. Many companies today faced the deepest credibility gap on the part of the western partners. Thus successful companies suffer also. The big insurance risk objectively prevents foreign clients from estimating the Kazakhstan company as the possible contractor or object of investments. In this connection there was a problem of perfection of systems of quality, and also necessity to foreign clients of their finishing up to requirements of the international standards. For successful work in the world market more and more manufacturers are guided by conformity to requirements of the international standards of maintenance of quality (series ISO 9000).

Standards of the International Organization on Standardization ISO 9000 are the conventional guarantor of quality of production or service, and presence of the certificated system of quality today practically everywhere is an obligatory condition for the beginning relations between the seller and the buyer, and also a condition of the admission to participation in tenders. Therefore the system of the quality constructed according to ISO 9000, and certificated by 9000 organization recognized in the world, can get special value. Work with such company will be considered always as less risky.

The group of standards ISO 9000 defines general methods, which should be used at construction of system of quality to guarantee full satisfaction of needs of the client. The standard is applied to system of quality, instead end - product or service. Realization of system of quality might be determined with tasks, production, processes and specific features of the concrete organization. Distinctive feature of the standard is that the system of quality constructed on its basis is not the stiffened mechanism. In the standard requirements of constant improvement are incorporated according to prospective requirements of the client. Though the desire to introduce system of quality usually proceeds from the top management of the company, realization, finally, depends on participation of each employee. Therefore successful application ISO 9000 means also the actual consent of all collective to work under the certain and clear laws.

In standard ISO 9000 quality is defined as « set of characteristics of the object concerning its ability to satisfy established and prospective requirements ». For the company carrying out the transport, warehouse or mixed services concrete obligations of the contract act in a role of the established needs of the client. For example, the company undertakes to deliver a cargo to destination, to keep it in certain conditions, to repack a cargo in other container. In the future the client expects, that the carrier will reduce an idle time, will reduce price for storage, will expand a network of delivery and so on. It is important, that in this description of needs of the client the word "quality" does not meet. Thus, the entered definition of quality is not trivial. Thus quality has measurement accessible to check.

The forwarding companies face with the big volume of the documentation and the requirement exact on time of performance of operations and consequently for this sphere the organized internal mechanism of realization and the control of operations is especially important. Advantage of system ISO is also that it provides the transparent and precise control of work at all stages.

The widespread mistake is seemingly evident idea that granting of qualitative services is very expensive. On the contrary, default of conditions of the contract conducts to additional charges of the material and human resources directed on elimination of mistakes. For example, regular failures of the diagram of transportations result in non-realized opportunities, loss of clients, reputation and places in the market. In other words, by loss of quality existence of the company is. Experience speaks: in 80 % of cases of a problem of quality are caused by loss of management by the company.

Only the necessity of changes realized by the top management for a control system of manufacture can result in new quality. Following to standard ISO 9000 by development and introduction of system of quality is voluntary aspiration of a management of the company. Management bears responsibility before the client for conformity to the standard. Certification simply eliminates necessity of set of additional checks which can be required by clients. If the certificate is given by the certified society recognized in the world, the consumer of services receives the greatest possible guarantee of his inquiries will be satisfied. However, to receive such certificate, it is necessary to carry out big work on introduction of real system of quality. Certification is only last item in the proper sequence of actions: estimation of existing system of quality on conformity ISO 9000, definition of necessary changes, preparation of the program of maintenance of quality, definition and introduction of new procedures, preparation of management on quality, a preparatory meeting with the auditor for the analysis of the documentation, audit, reception of the certificate.

How to provide quality? The answer is the model of system of quality introduced in general control system. Standard ISO 9000determines system of quality as « set of organizational structure, procedures, processes and the resources necessary for realization of administration managerial control by quality ». Well- constructed and working system of quality guarantees that: the system is understood by the personnel, correctly applied, receives necessary resources and is effective, let out production and services really satisfy to inquiries and expectations of the client requirements of a society and influence on an environment are taken into account, the basic attention is given to prevention of problems, instead of their revealing after occurrence.

What it is necessary for introduction of high-grade system of quality? Formally, or, as experts on ISO 9000 speak, in narrow sense, it obliges the enterprise to documentize all activity on all directions, and also (and it is important) to provide real functioning business - processes in the organization in full conformity with them. Final stage is checking out of conformity of the developed control system to requirements ISO 9000 and certification of system of quality by the appropriate auditor firm (for example « RWTUV-Interser-tifics », Lloyd's Register, Del Norske Veritas). Differently, it is necessary to note, that the administrative procedures registered in the documentation, really work.

Such system besides direct pluses connected with quality, will have a lot of indirect pluses. The discipline raises, unproductive work is reduced, work with clients is facilitated.

E.Gabidullina, the Manager of the KFFA Logistic Center

Magazine " Highway " # 1, 2002