Organization of Work With Claims in Order to Improve the Quality and Safety of Machine-Building Products

Abstract

An important condition for increasing the competitiveness of enterprises producing mechanical engineering products in the market is the need to constantly improve the quality and safety of manufactured products. Enterprises interact with suppliers of materials, raw materials, compo-nents. To achieve sustainable success, it is necessary to establish mutually beneficial relationships with suppliers, which is one of the basic principles of quality management according to the ISO 9000 series. To manage the quality of manufactured products, enterprises in the engineering in-dustry organize work with suppliers within the framework of reclamation activities. The most global and important goal of reclamation activity is the timely restoration of the serviceability of mechanical engineering products, the identification of the root causes of the manifestation of in-consistencies (defects, failures, etc.). Research in this work was carried out using the methods of Total Quality Management (TQM), using a systematic and process approach. The application of the process approach to reclamation activities involves a detailed description of the process, the selection of the owner and the leader of the process, the preparation of documentation that defines the implementation of the activity, the inputs and outputs of the process, the resources used, the criteria for the effectiveness and efficiency of the process, including a brief description of the supplier's processes. When describing the parameters of the complaint management process, this approach provides for the planning of activities, the organization of the work itself, control over the implementation of each stage, as well as regulation if necessary. As a result of the practical use of the process approach in reclamation activities, a decrease in the supply of low-quality products is guaranteed, which leads to an increase in the satisfaction of the operating organiza-tions.