Proverbs and sayings about a person and his qualities

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Saturday, March 17, 2012 13:14 + in the quotation book **for clients with claims for freebies - a compromise - a good umbrella, but a bad roof. (Lowell) - compromise is a loss for both parties - quality is when the customer returns, not the product. - the price of a product that sells for thirty pieces of silver is a penny. (Alexander Morozov) - if the prices are ridiculous, then the quality will make you laugh! - the third grade is no worse than the first. (Advertising in the Russian press, 1908) - it is better to be deceived by the price than by the product. (Baltasar Gracian y Morales) - do you really hope to ask how smart people are, but pay like fools?! - when wielding a Chinese screwdriver, you turn it into a corkscrew (Georgy Alexandrov) - you cannot correctly determine in advance which side of the sandwich to butter. (Murphy's Law) - any of our shortcomings are more forgivable than the tricks that competitors go to to hide them. - money is never superfluous - what is bought with it is superfluous. - The wolf’s legs feed, although not always their own. — only the second mouse gets free cheese. — when buying a cow, make sure that the tail is already included in its price. (Yanina Ipohorskaya) - quantity does not always translate into quality, especially if this quantity is of poor quality. - The nightingale takes quality, and the sparrow takes quantity. (Emil the Meek) - people are divided into two categories: some are awake in darkness, others sleep in the light. (Jubran X.) - many people care about their reputation, but only a few care about their conscience. (Publius Syrus) - isolated random successes cannot outshine their brilliant failures. — a used car is an excellent means of traveling to a car service center and back. (Murphy's Law) - If a job fails, then any attempt to save it will make things worse. (Murphy's Law) - a hot flask looks exactly the same as a cold one. (Murphy's Law) - If a dish is already spoiled, whatever you add to save it will only make things worse. (Murphy's Law) - Those who pay the least complain the most. (Murphy's Law) - a fall is not as scary as its sudden cessation! (Murphy's Law) - in the world of predators, the victim is always to blame - we always have money on a whim, we skimp only on useful and necessary expenses. (Balzac) - if a product is priced correctly, it looks disgusting. - a mistake is not as bad as the inability to correct it. - for them, work is the product of force and distance. - they work part-time, so you have to shout at them in a low voice. - in any city, even the best one, there is a puddle on the outskirts. (Kelly) - the air is not felt until it is spoiled. - the worst is the cheapest. (Benjamin Franklin) - There are no promises that cannot be made! (when competitors promise a lot at once, but you promise little and in parts) - it is better to deal with a drunk professional than with a sober idiot - at first the dog does not like the cat, and then looks for arguments. - if you are sitting in the bathroom and your feet are pressing on your ears, then this is not a bathroom, but a sink. — the less the client pays, the more scandalous he becomes. — the lower the financial incentive, the lower the enthusiasm of employees. - It is difficult to force a person to work well if his income is ensured by a lack of understanding of this. - sooner or later, a person’s life experience reaches such a magnitude that it interferes with work (one can say when a client insists on the fact that a competing company has been on the market for a long time) - teamwork is very important. It allows you to shift the blame onto someone else - in terms of the quantity and quality of what was not done, hardly anyone could compare with him. (Valery Afonchenko) - work for them is a short break between smoke breaks. - They are not afraid of work, it is she who shy away from them. — the amount of advertising hype around a product is inversely proportional to its real value. (Potter's Law) - all competitors' employees are promising. Their prospects are simply not bright. - adding two weeks to the scheduled period for unforeseen delays, add another two weeks for the unforeseenness of the unforeseen delays themselves. (Murphy's Law) - a lot of work has been done, but things won't work that way. — the postulate “What I buy for, I sell for” is a sure path to bankruptcy. (Leonid Krainov-Rytov) - there is no impossible work for a person who is not obliged to do it himself. (Murphy's Law) - in serious matters, people show themselves as they should appear; in the little things - as they are. (Chamfort Nicola Sebastian) - no one has yet complained to the seller of the cure for stupidity. (Philip Leonidov) - no one thinks that they earn too much money. (Murphy's Law) - some work on the principle: there is no need to look for a talented manufacturer - it is more profitable and faster to find an illiterate consumer. — the affordability of a product is not yet an indicator that it should be purchased. - when a person does not know which pier he is heading towards, not a single wind will be favorable for him. (Seneca)

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Marketing is important

Quality today is determined by two parameters:

1. product compliance with established requirements;
2. the ability of a product to satisfy consumer needs.

The first component involves fulfilling not only the requirements specified by the consumer, but also the requirements of the relevant regulatory documents. The enterprise can check the degree of fulfillment of these requirements itself, which, in fact, is what the quality control department does.

But there is a second, no less important, and from the consumer’s point of view, perhaps the most important part of quality: the ability of a product to satisfy a need. And the manufacturer himself cannot check this component in any way! This can only be done during operation, i.e. This can only be done by the consumer himself. At the same time, consumers have different evaluation criteria and expectations. You can convince the buyer for as long as you like that this pair of shoes meets all conceivable and inconceivable standards, suits him in size, color, style, but in response you will hear: “No, I won’t take it - it’s not fashionable (ugly, uncomfortable, pretentious, etc. )".

Today, quality is highly individualized and this is, of course, a big problem for manufacturers. That is why any quality management system assumes the presence of two equivalent quality assessment mechanisms: at home before release and at the consumer.

To reduce the risks associated with the second component of quality, manufacturers use marketing tools:

• preferences of different groups are studied in advance,
• study consumer perception of purchased products,
• They themselves shape consumer expectations (Are you still wearing green? It’s not cool—blue is trending!).

Methods for measuring quality indicators

In order to make an accurate assessment of a product, you can use the following methods:

• Measuring. Use of special equipment and devices to objectively obtain accurate values. The result is determined in the appropriate units of measurement: kg, m, l, W, etc.
• Registration. The method records what happens to a product over a certain period. For example, the number of failures, the proportion of defective products in a batch of goods, or similar may be considered. This method is the most labor-intensive.
• Settlement. Allows you to calculate indicators characterizing product quality based on available data using formulas.

Along with precise research methods, subjective ones are used. These include:

• Organoleptic method. Includes description based on human senses. It uses sight, hearing, smell, taste and touch. This procedure can, for example, be used for food tasting. This method is convenient in that when using it there is no need to use additional devices.
• Expert method. The decision is made not by one person, but by several. A suitable level of qualification is required.
• Sociological research method. You need to get the opinion of a large number of people. To do this, they conduct surveys, fill out questionnaires and other similar methods.

So, to accurately determine the value of the indicator:

1. Use a summary map of defects and failures. To do this, a table is drawn up in which information about each case is entered.
2. Apply direct changes to characteristics.
3. Indicators are taken from the provided documentation.
4. Use correlation charts to study the relationship between parameters.
5. Draw cause-and-effect diagrams to understand the relationships between indicators.
6. Conduct statistical studies, on the basis of which indicators are calculated using probability theory methods.

In some cases, product quality indicators are average values. This is convenient when calculating costs and profitability. To do this, calculations are made for a batch of goods, and then the average value for each group is determined.

Quality characteristics

The ISO 9000:2015 standard introduces the concept of quality characteristic: an inherent characteristic of an object associated with a requirement. We can say that a quality characteristic is a property of a product that is aimed at satisfying some need. For example, one of the quality characteristics of a soft drink is its ability to quench thirst.

In the 80s of the 20th century, Japanese professor N. Kano developed a model named after him. It provides three categories of product characteristics related to customer satisfaction.

1. The first is basic characteristics, the presence of which does not affect satisfaction, and the absence of which leads to complete dissatisfaction. It won't surprise anyone that a washing machine does laundry, but if it doesn't, who needs it?
2. Kano called the second category of characteristics one-dimensional, although they are often also called functional. These are characteristics the degree of presence of which is linearly related to satisfaction. For example, gasoline consumption for a car (the less, the better), electricity consumption for a washing machine, ink supply for a marker.
3. In the third category, Kano included admiring characteristics, i.e. those, the absence of which does not in any way affect satisfaction, but the presence of which increases it. For example, a rain sensor in a car. This has never happened to you, you calmly turned on the wipers manually, and this was not perceived as a fault of the car. And then suddenly such a pleasant surprise. Or a washing machine that has a water saving mode. Over time, such characteristics may become basic.

Quality characteristics often include the cost of products. This is completely wrong

ISO in standard 9000:2015 specifically stated in a note to the definition of a quality characteristic that “a characteristic assigned to an object (for example, the cost of an object) is not a characteristic of the quality of that object.”

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If price determined quality, this would mean that the degree to which a need is satisfied depends on it. For example, a more expensive drink quenches thirst better than a cheaper one. Obviously, this is not true: a glass of water in a restaurant or a bottle of the same water in a store cost different things, but they may not differ at all in quality.

Those who sincerely include cost in quality characteristics are mistaken. In fact, the choice related to price lies on a different plane.

Steps leading to a purchasing decision:

1. We assess whether there is a need (needed/not needed).
2. We evaluate how much we need it, how great the need is (can we do it/cannot do it).
3. We evaluate how the proposed product (service) is able to satisfy our need (suitable/not suitable).
4. We evaluate our resources, the risks that may arise after the proposed purchase, and decide whether we can afford to satisfy our needs at the offered price or whether it is worth looking for a cheaper option (waste is acceptable/waste is unacceptable).

In this case, we operate with four parameters:

• level of need: determines the degree to which we want to purchase this product, how much we need it. This, in turn, will influence the amount of resources that we are willing to allocate for the purchase (step 1 and 2);
• quality: when evaluating it, we look at whether the product will suit us or not, if so, how well; let's remember everything we heard and know about the brand, etc. (step 3);
• available resources: by the way, not necessarily just money, it could be, for example, the time that we are willing to spend getting to the store (step 4);
• price: looking at the price tag, we figure out in our mind whether our need and the product we are evaluating are worth what they ask us; At the same time, we take into account the available resources (step 5).

At the last stage, related to price, the question of assessing quality is no longer raised.

As you can see, at the stage of quality assessment, cost also does not play a role.

What are product quality indicators

A quality indicator is the presence of a certain number of properties and characteristics of a product that are included in its quality. From the economic side, only those that provide competitive advantages in the market are important.

From the consumer's perspective, quality is a set of characteristics that satisfy his needs. These properties must correspond to the buyer's expectations and the purpose of the product.

Factors affecting product quality:

• use of modern technologies;
• the level of production provided by the company;
• quality of the equipment used;
• characteristics of the materials and components used;
• employee qualifications;
• organization of the labor process (stimulation and motivation of workers);
• intensity and duration of production processes used.

To achieve high quality indicators, it is necessary to pay attention to all aspects of the work.