International May Conference on Strategic Management - IMKSM2013,

24-26. May 2013, Bor, Serbia

QUALITY PLANNING IN VARIOUS SECTORS COMPANIES

Agnieszka MISZTAL
Poznan University of Technology, Strzelecka 11, 60-965 Poznañ, Poland

Abstract

The article is dealing with a quality planning. It is one of the requirements for quality
management systems. The quality planning is a process before the system certification.
This has a significant impact on the subsequent to ensure the quality of the company
products. Results of the product realization processes depend on the awareness of
entrepreneurs and their serious approach to quality planning. There are many ways of
quality planning. The choosing this depends primarily on the type and complexity of the
processes, but also the diversity of the product range.
Industrial enterprises for many years use the quality plans for their products. They define
the procedures, resources and sequence of activities relating to quality. They create the
reference data for subsequent monitoring. Most often they create a quality plan in the form
of table, block diagram, forms, descriptively or other modifications to these forms.
In service companies quality planning is simpler and more general. This applies
particularly of those that are less engineering and since 2000 increasingly willing to certify
quality management systems. There is no statistical guidelines to the production control or
explicit expected values that are a subject to acceptance the operation s results.
In this article are showed some examples of companies in various sectors. There combined
them with the methods and scope of quality planning of product realization processes.
In the final part of the article state the conclusions summarizing the differences between
the quality planning of various sectors.

Keywords: quality planning, companies

1. INTRODUCTION

Quality planning is the process of ensuring an adequate level of quality of products or services.
Ultimately, it leads to the complete satisfaction of the customers.
The results of realization of the processes depend on the awareness of entrepreneurs and
their serious approach to quality planning.
Quality planning has the meaning [ISO 10005]:
ƒ to show how the organization's quality management system applies to a specific
case,
ƒ to meet statutory, regulatory or customer requirements,
ƒ in developing and validating new products or processes,
ƒ to demonstrate, internally and/or externally, how quality requirements will be met,
ƒ to organize and manage activities to meet quality requirements and quality
objectives,
ƒ to optimize the use of resources in meeting quality objectives,
ƒ to minimize the risk of not meeting quality requirements,
ƒ to use as a basis for monitoring and assessing compliance with the requirements for
quality,
ƒ in the absence of a documented quality management system.

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As a prerequisite to the preparation of a Deliverable Quality Plan, the supplier shall

undertake a review of all contract requirements to determine the necessary management,
technical and other necessary activities that need to be planned and implemented. Special
or unusual requirements shall be focused. The appropriate operations, processes and
techniques must be planned and scheduled, and means for testing and proving the
conformance shall be identified (AQAP 2105).

2. FUNDAMENTALS OF QUALITY PLANNING

Quality planning is a basic requirement for the proper functioning and effective quality
management in all organizations. Condition for the effective quality planning is a continuous
process of evaluation. Its aim is to minimize or completely eliminate defects through
continuous improvement of processes.
It is necessary to conduct a preliminary analysis to help determine a number of important
issues relating to the quality structure of the organization, in order to bring quality planning
into the desired results.
The analysis covers aspects as follow (Karaszewski, 2005):
ƒ defining the aims and tasks of the quality plan, which will be developed,
ƒ establish general guidelines for the quality planning activities,
ƒ determine how to plan and appoint the persons responsible for this process,
ƒ analysis of the number of available resources that can be allocated for the
implementation of the planning process,
ƒ elaborate on operational procedures by which planning will run,
ƒ establish the work schedule,
ƒ determine the anticipated effects.

In practice, there are two main groups of methods of quality planning. The first is a group of
preventive methods. Their goal is already at the design stage to prevent the occurrence of non-
compliance, the consequences of which would be noticeable only in the later stages of
production, or even exploitation. The second group of methods of quality planning is a method
to design the process parameters. These methods are particularly important for obtaining the
best possible technical and economic effects, while maintaining the desired level of product
quality. In order to achieve this result, it is necessary to select and focus on the proper
determination of the controllable parameters that have the greatest impact on product quality.
This can be achieved in two ways (Jaworski, 2001):
ƒ through the arbitrary choice of parameters - This involves conducting research
process by setting one of the parameters at different levels. This allows the
selection of the optimal value by trial and error. The disadvantage of this method is
its workload, and that it can manipulate the value of only one of the parameters,
which prevents the inclusion relation between the parameters,
ƒ through the designation of a set of controllable parameters in an experimental way -
factors influencing the process are changed simultaneously; this takes into account
their mutual influence on each other.

The aims of process modelling are (Mihajlovic et al., 2011):

ƒ using the model instead of real system to achieve system parameters;
ƒ avoiding the risk of experiments on real system;

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ƒ obtaining the results whose analysis should enable effective operational

management of the real system;
ƒ less expenses resulting from model, instead of system, optimization.

There are six main phases of the planning process quality (Kolman, 2003). These are
respectively: customer identification, identification of customer needs, product development,
optimization of product design, process development and implementation.
The accuracy and reliability of carry out these phases affects the usefulness of the obtained
quality plans. Quality plans provide a means of relating specific requirements of the
process, product, project or contract to work methods and practices that support product
realization.
The exact determination of the planned result of the process is a prerequisite for the
usefulness of this process. For the purpose of detailed exploration of the process it is
necessary to create description, which includes the information as below (Kolman, 2003):

ƒ conditions of implementation,
ƒ necessary tasks to be performed,
ƒ factors involved in the process,
ƒ the structure of the process,
ƒ regulatory option,
ƒ result of qualitatively - quantitative process.

Process control is an important aspect of planning the execution of product. It can be done by
various methods, such as validation or verification. their effects can be subjected to further
checks on the basis of fixed criteria for acceptance or rejection. Verification can be defined as
analysis of the process document, and validation is understanding how the process works in
practice. Criteria for acceptance or rejection of the products may be a specification of the
product, compliance with the contract, or the law. Control methods depend to a large extent on
the complexity of the process (Wawak, 2007).

To ensure the required quality of the product, it is necessary to collect and present information
gathered in the planning stage in the form of documents. They should contain all the necessary
information to carry out the project, including the definition of resources. One of such
document is a plan of action (Szatkowski, 2008).
The contents of quality plans are not subject to strict conditions and may depend on many
factors. It is recommended, however, organizations can determine the scope of these
documents (ISO 10005).
For this purpose, the individual and company specific analysis of processes, which because of
its importance and impact on the final product quality should be included in quality plans. A
real impact on the content of the quality plans have a number of internal and external
requirements that the company has to fulfill to the product was consistent with the customers’
expectations. If your organization has implemented a quality management system, the content
of the quality plan is also influenced by the extent to which it is supported by other documents
of the system.
The quality plan in the structure of the documentation acts as a focal point for established
procedures, instructions and records for a particular process, agreement or product (Jasiulewicz
– Kaczmarek et al., 2011).

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Properly developed a quality plan should be clearly and understandable answer the following
questions (Sojkin, 2003):
ƒ which quality objectives need to be achieved?
ƒ who is responsible for what in the different phases of the implemented project?
ƒ which procedures, methods and operating instructions should be applied?
ƒ what programs of test, inspection and audits should be used in the various phases of
the project?
ƒ how and in what circumstances should make changes and modifications of the
quality plan during its implementation?
ƒ what other actions should be taken during project implementation?

The presentation of the quality plan may have any of several forms, for example:
1) table - this form is used mainly in relation to the processed materials
2) flow-chart - it is a graphical presentation of the steps and rules of conduct in the
implementation of specific actions
3) form - it is often used by manufacturing companies because of its transparency and
the information in them.
4) text - descriptive character, which causes a significant increase in the volume of the
document and slower themselves acquainted with it by employees. Quality plan in
the form of "text" is used, among others for the development of software and for a
pedestal mounted display unit.
5) a document matrix, a process map etc.

Any or all of these may be presented in electronic or hard-copy formats. The quality plan
may be broken up into several documents, each of which represents a plan for a distinct
aspect (ISO 10005).

Planning is primarily necessary to overcome the effects of time and to ensure the future and its
use. The type and detail planning also depends on organizational culture, defined as a set of
values and customs traditions. It sets out common ideas and values of employees.
Organizational culture in the planning process has an impact among others the structure of the
documentation, its content and the degree of formality (Wieczorek, 2005).
The most important values that affect the type and detail of planning include the following
items (Wieczorek, 2005):
ƒ culture organization (changes in the fundamental assumptions),
ƒ wisdom and participation (knowledge, personality and self-control),
ƒ continuous improvement of processes (the expected values of process measures and
standards of performance),
ƒ unlocking the potential of employees (care of business ethics, elimination of
conflicts).

It is necessary to have an indication of type of industry in which the organization operates. The
more complex, demanding and difficult are the main processes, the more complex must be the
quality plan.

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Service processes often cannot be described with specific indicators and assessment is not
measurable. The assessment refers then to the descriptive and often subjective customer
requirements. This makes it impossible to developed strict quality plan and demonstrate clear
criteria for acceptance of service.
They are in the industry also evidence of meticulous planning of service quality (for example
Papachristos et al., 2004; Radovic et al., 2012). However, these are isolated cases.

Quality planning is a tedious and difficult process. Not all entrepreneurs understand its essence
(for example Foster, 2002; Willson, 2003; Radlovaþki et al. 2011; Samsudin et al., 2012).
There are many examples of this, that this aspect is omitted in quality management systems.
This amounts to a short reference to the development process maps and procedures associated
with them. There is no question about it, how to determine the responsibilities, resources,
documentation and quality control. The system documentation indicates the overall
accountability, but they are not specified individually for a specific project.

3. EXAMPLES OF QUALITY PLANNING IN VARIOUS INDUSTRIES

The research was based on identifying ways of documenting quality plans in small and
medium-sized enterprises of different industries. The research was conducted in 30 companies
operating for at least three years certified quality management system according to ISO 9001.
The companies were selected to represent a minimum of two each of the sectors indicated
below. In each company was to inspect documentation and records.
Where it was deemed necessary study the documentation was supplemented by an
interview with a management representative (it happened that quality planning was
described in one sentence in the quality book).
List of examples of quality planning of various industries are shown in Table 1.

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Table 1. Examples of quality planning of various industries

Industry
building construction
electro-building construction - instructions developed and - quality plans with call a
office products trading
unit of local government
manufacture of products from -
wood-based materials
manufacture of food products - the recipe / technology
medical services
production of machine tools
production of components for - technological cards for - technological cards for
the automotive industry
printing
software development
production of plastic
logistic services
Responsibility, procedures,
Programs of testing,
methods, accomplishment
inspection and audits
instructions
- instructions of material - factory production control
producers instructions with detailed
regulations on sampling,
monitoring and action with
nonconformities
recommended by the monitoring and follow-up
Association of Polish actions, which are defined in
Electrical Engineers the project and standards
- scope of duties of employees
- scope of duties of employees -
- general rules for the sale in
the quality book
Recall regulations of the Local Government Act, the Code of
Administrative Procedure and Regulations specifying in detail
the mode of doing things, audits, appeals procedure
the design drawings - tables with frequency check
- the work instructions
- the monitoring plan
- job instructions
- operating instructions of - many factors are impossible
diagnostic / rehabilitation to describe and are analyzed
equipment directly by the employee
- instructions for the test /
treatment
- technological cards for - technological cards for
various details - the stages of various details – the type of
production, responsibility, measurement, the frequency
technology and the expected value
subsequent operations in the subsequent operations in the
production line - people, tasks, production line - measurement
guidelines
- product technology card - general procedure for the
(material, refinement, measurement
technology)
- principles of writing and - principles for the usability
validating programs assessment
- principles of copyright
- technical drawing the matrix - quality control instruction
- machine software
- scope of duties of employees - general principles for
- procedures of process evaluation of correctness of
execution services

Access to quality documentation of various industries has shown that the most extensive
quality plans being developed in the industries such as following:

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24-26. May 2013, Bor, Serbia

ƒ production of machine tools,

ƒ production of components for the automotive industry,
ƒ printing.
A serious approach to quality planning in these companies were forced by the demanding
nature of these industries, the relative repeatability of products and experience proving the
necessity of clearly identify technology. The quality plans in viewing documents were
dominated in the form of a table. Here were entered subsequent technological operations,
their requirements, documents relating thereto kept records, but also the measured
parameters (confirmation of compliance of the product). These plans are actually used
during the production, and feedback are continuously recorded.

A slightly lower level of planning quality found in industries as below:

ƒ building construction,
ƒ electro-building construction,
ƒ manufacture of food products,
ƒ software development.
These companies can easily use ready-made technology work that recommend Industry
Association. Construction Law requires the use of proven standards according to structural
engineering. The same is in the IT industry. Software industry has its own regulations
relating to the course of programming, modifying, and monitoring of copyright.
Solutions are ready, you only need to apply them. It makes it a lot less effort possible to
meet the requirement of planning. The results of quality planning in these companies is
usually a form of text recall trade regulations, standards and norms.
A specific group of organizations that use ready-made regulations are units of local
government. Their main product is official matters dealt with in an administrative inquiry.
Each type of matter, in addition to the general operating procedures, refer to the detailed
guidelines under the law. In fact, quality planning refers to connections of specific types of
cases with the regulations of law. The same applies service organizations whose activities are
strictly required by law, such as law firms, universities, medical services.
Another group of manufacturing companies are different industries (manufacture of products
from wood-based materials, manufacture of food products, production of plastic). These
companies cannot rely on dedicated guidelines. They forced themselves to develop their own
technology, the rules for the monitoring and quality control. Where the managers is aware that
the level of planning depends on the level of production, plans are fairly developed (very often
in the form of a flow-chart). Where the plan is made only for the purpose of auditing, quality
plans are scarce.
In the last group of companies planning is most generally treated (office products trading, logistic
services). This approach is explained as follows:
ƒ difficulty of specifying measurable criteria for assessing performance correctness,
ƒ unpredictability of the course of action,
ƒ inability to determine the exact guidelines,
ƒ sufficiency of general guidelines that are complemented by sense and experience of
employees,
ƒ subjectivity of perception customers.
In these organizations, the result of planning is often recall job descriptions and general
procedures of the service. This group includes most of the non-technical intangible
services, such as artistic services, training, counseling, various sales, etc.

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4. CONCLUSIONS

Comparison of the complexity of the quality plans in various industries showed a

variety of ways to plan quality. Each of the methods at least minimally meets the
requirements for quality management systems. However, each of them has a specific
product realization. Each example in a different way inspects, selects its frequency and its
documentation. Companies closely associated with mass production have extensive quality
plans, resulting in a developed system monitoring and control of production. Situation
facilitates the repetition and materiality products. They can then clearly describe and
specify the criteria for the acceptance of the product.
Quite well treated quality planning in companies with support of industry (construction,
food industry, IT), where the standards are the main basis for planning. The same is in
organizations operating under the control of the law, where quality planning is actually a
reference to the legislation.
A more difficult situation is manufacturing companies of different industries, which
have no support of industry institutions. Responsibility for the selection of technology and
quality assurance lies with the entrepreneur. But not always they can cope.
The least demanding quality planning takes place in organizations providing of
immaterial services. Quality is created during the execution without describing the specific
steps and actions.
Researches have shown the diversity of the workload and the complexity of quality
plans of various industries. You can specify a group of companies where quality assurance
is unquestionable and clearly defined. Beside them companies operate, where the quality
base is blurry and unclear. This demonstrates the considerable diversity between the
functioning of the quality management system and the size of the difficulties in their
design.

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