The dissertation is devoted to solving an important scientific problem – the formation of quality management systems at enterprises in the field of engineering services.
The study of existing approaches to the development of quality management made it possible to define the sixth stage of quality management in the 21st century – the quality management system in the context of the requirements of the international standard ISO 9001 (2000 – present) and to justify the feasibility of its implementation. As a result of the study of the theoretical aspects of quality management, the substantive and meaningful interpretation of the concepts of "quality management system", "quality planning", "quality assurance", "quality control", "quality improvement" has been clarified.
The expediency of introducing international standards into quality management systems of enterprises is substantiated on the basis of the proposed author's approach to systematization of quality management criteria according to TQM concepts and international standards ISO 9000 with their integral assessment and taking into account weight coefficients. It is proven that the application of international standards ISO 9000 is a means of transforming the quality management systems of enterprises in the field of engineering services into a determining commercial factor that allows them to form the commercial conditions they need.
The formation of specific principles of quality management, the implementation of which will allow to respond quickly and adequately to the impact of existing negative external and internal factors on quality management systems and the activities of companies in general, is justified.
The components of the quality of business processes in the formation of quality management systems for enterprises in the field of engineering services are proposed, which will ensure the proper quality of work (services), the integration of quality systems into business processes and general management.
A conceptual model has been developed for the formation of quality management systems for enterprises in the field of engineering services in accordance with the requirements of the international standard ISO 9001: 2015, which contains clearly structured management and control subsystems aimed at ensuring continuous improvement of their processes and integration into the general management of companies.
Methodological aspects of the formation of quality management systems at enterprises in the field of engineering services are proposed in the context of the requirements of ISO 9001: 2015 based on a process approach to defining the context using SWOT analysis, assessment of identified threats and a matrix of threats, analysis of the needs of stakeholders using method "stakeholder analysis". The application of these techniques will make it possible to form effective quality management systems, to set strategic goals aimed at improving the activities of enterprises in the field of engineering services.
A logic and structural scheme for expert assessment of quality management processes and business processes of enterprises in the field of engineering services has been developed using simple statistical methods, which allows establishing a cause-and-effect relationship to improve the efficiency of the functioning of quality systems.
A toolkit for improving such business processes as project designing, electrical installation work, production of electrical equipment is proposed. The algorithms of business process and operating procedures, which contain goals, tasks, functions, quality criteria, responsibility of officials for every stage of work, are developed.
A logic and structural scheme for the formation of the quality management systems of enterprises in the field of engineering services in accordance with the requirements of the international standard ISO 9001: 2015 and the use of the process approach.
The use of the economic and mathematical model of the optimal organization of the system of business processes as an important tool for the formation of effective quality management systems for enterprises in the field of engineering services has been developed. Calculations performed allowed for the optimal combination of business processes with restrictions on the costs of their implementation and in relation to the personnel involved in their implementation.
A logic and structural scheme of monitoring the processes of quality management systems for the enterprises in the field of engineering services with the identification of their performance criteria.
The expediency of using a balanced scorecard for evaluating the efficiency of quality management systems for enterprises in the field of engineering services and based on the results of analyzing the costs of their business processes has been substantiated.
