conceptul de calitate Şi rolul acesteia În economia modernă

7/25/2019 Conceptul de Calitate i Rolul Acesteia n Economia Modern

1/19

UNIVERSITATEA LUCIAN BLAGA FACULTATEA DEINGINERIE HERMANN OBERTH, SIBIU

Conceptul de cl!tte "! #olul ce$te! %n econo&!&ode#n'

STUDENT( )URCA OVIDIU CLAUDIUGRU*A( ++-., II + -TCM

*ROFESOR COORDONATOR(

*#o/0 un!10 d#0 !n20 $! ec0 MIHAIL TITU


2/19


3/19

1.INTRODUCERE

Cali!a!e( n$&3lul de p#op#!et'4! "! c#cte#!$t!c! le unu! p#odu$ $u $e#1!c!u c#e %! con/e#'ce$tu! p#t!tud!ne de $t!$/ce nece$!t'4!le e5p#!&te $u !&pl!c!te6

Ai7(&a&ea ali!"ii 8A9:( n$&3lu de ct!1!t'4! p#e$t3!l!te "! $!$te&t!ce e/ectute %n cd#ulunu! $!$te& l cl!t'4!!, nece$# pent#u d %nc#ede#e co#e$pun7'to#e c' un p#odu$ $u $e#1!c!u$t!$/ce cond!4!!le de cl!tte $pec!/!cte $u ce#!n4ele8e5!2en4ele cl!tt!1e6

5(la 8'i&ala ali!"ii:( &odel conceptul l ct!1!t'4!lo# !nte#dependente c#e !n/luen4e7'cl!tte unu! p#odu$ $u $e#1!c!u %n %nt#e2 de$/'"u##e /7elo#, %ncep9nd cu !dent!/!c#enece$!t'4!lo# p9n' l e1lu#e $t!$/ce#!! lo#6

Ce&(l ali!"ii( 2#upl de pe#$one :d!nt#-o %nt#ep#!nde#e; c#e-"! $u&' &el!o##e cl!t'4!!p#!n !dent!/!c#e, nl!7#e "! $olu4!on#e p#o3le&elo# de cl!tte c#e p# %n $ecto#ele d!nc#e p#o1!n &e&3#!! 2#upulu!0 Ce#cul cl!t'4!! $e &! nu&e"te "!


4/19

2. CALITATEA, NOIUNE CONCRET, COMPLEX, DINAMIC

2.1. Definiii ale ali!"ii

No4!une de cl!tte p#odu$elo# "! p#o3le&ele le2te de #el!7#e ce$te! !-u p#eocupt pe

o&en! cu &ult t!&p %n u#&'0 Dup' un!! uto#!, cu19ntul cl!tte $u ?ul!t$ %"! #e o#!2!ne %nlt!ne$cul ?ul!$ c#e #e %n4ele$ul de /el de /!0Cu19ntulu! cl!tte ! $- t#!3u!t o 1#!ette de $en$u#! %n /#' de $en$ul cup#!n$ %n $/e#

not!un!! de co#e$pun7to# pent#u ut!l!7#e0 Se pote t#!3u! cu19ntulu! cl!tte u#&'to#ele$en$u#!(

0Co#e$pun7'to# pent#u cl!tte @ #e un $en$ #e$t#9n$, $e #e/e#' nu&! l &'$u# %n c#e unnu&!t p#odu$ $u $e#1!c!u $t!$/ce nece$!t'4!le unu! ut!l!7to# dete#&!nt6

30Cl!tte de concep4!e-p#o!ect#e $u cl$ de cl!tte @ #ep#e7!nt' &'$u# %n c#e o cl$'$u cte2o#!e de p#odu$ po$ed' %n 2ene#l p#op#!et'4! ce 2ene#e7' $t!$/c4!e pent#u po$e$o#6

c0Cl!tte de con/o#&!tte @ #e/lect' &'$u# %n c#e un nu&!t p#odu$ e$te con/o#& cup#o!ectul $u cu $pec!/!c4!6

d0C#cte#!$t!c de cl!tte @ #ep#e7!nt' o#!ce c#cte#!$t!c' deo$e3!t' une! cl$e de cl!tte unu! p#odu$ :$pect, d!&en$!une, pe#/o#&n4e, du#t' de $e#1!c!u, $!2u#n4' %n e5plot#e,/!3!l!tte, du#3!l!tte, &enten3!l!tte, 2u$t, &!#o$, etc0;6

e0Func4! cl!t'4!! @ $e #e/e#' l #! de #e$pon$3!l!tte une! !nt#ep#!nde#!, %n cd#ul c'#e!$e #el!7e7' t#!3utul p#odu$ulu! de /! co#e$pun7'to# pent#u ut!l!7#e0

/0Un dep#t&ent @ unele dep#t&ente d!n !nt#ep#!nde#!, !nclude %n t!tultu# lo# "! cu19ntulcl!tte, c de e5e&pludep#t&entul cont#olulu! de cl!tte, te#&en ce pote /! e5p#!&t %n &od3#e1!t p#!nt#-un $!n2u# cu19nt( cl!tte0

Dup' ISO, Cali!a!ea#ep#e7!nt' totl!tte pe#/o#&n4elo# "! c#cte#!$t!c!lo# unu! p#odu$ $u$e#1!c!u c#e dete#&!n' cp3!l!tte ce$tu! de $t!$/ce ce#!n4ele d!#ecte $u !&pl!c!te lecon$u&to#ulu!.

M! $unt "! lte de/!n!4!! dte de d!/e#!4! uto#! d!nt#e c#e &!nt!&(

*ot#!1!#e pent#u un $cop $u o ut!l!7#e :; Cl!tte t#e3u!e $ !3' %n o3!ect!1 ne1o!le

con$u&to#ulu! p#e7ent "! 1!!to# :De+in7;

De/!n!4!!le p#!1!nd cl!tte /o#&ulte nte#!o# u 1lo#e c9nd $unt lute %n con$!de##e%&p#eun'6 ele $e co&plete7' "!, /!ec#e %n p#te, $u3l!n!7' o p#t!cul#!tte pe c#e o 2'$!& !&pl!c!t'%n celellte0

De/!n!4! lu! )u#n e$te ce &! $cu#t'0 Ace$t $u3l!n!7' totl!tte con$!de#entelo# de cl!ttec#e %&p#eun' $t!$/c tote ce#!n4ele !&pl!c!te $u e5pl!c!te le ut!l!7to#ulu!0

De/!n!4! lu! Fe!2en3u& $u3l!n!7' le cu! "tept'#! t#e3u!e $' le %ndepl!ne$c' p#odu$ul $u$e#1!c!ul( le cl!entulu!0 Fe!2en3u& !nd!c', de $e&ene, co&p#t!&entele p#!n!c!ple le%nt#ep#!nde#!! c#e u un #ol c#!t!c %n t!n2e#e o3!ect!1elo# cl!t'4!!0


5/19

De/!n!4! lu! C#o$3 p#e$upune c' ce#!n4ele cl!entulu! pot /! $pec!/!cte, $e pote $t3!l!con/o#&!tte cu ce#!n4ele !n1e$t!2te !ndependent "!, p#!n u#e, cl!tte pote /! &'$u#t'0 Ace$tepote /! cl!tte #el' %n $en$ cnt!tt!10

De/!n!4! lu! De&!n2 ! %n con$!de##e un con$u&to# le c'#u! nece$!t'4! "! p#eten4!! e1olue7'%n t!&p0

Se pote p#ec! dec!, #e/e#!ndu-ne l te#&enul 2ene#!c de calitate c' ce$t #ep#e7!nt'

$u&u&-ul de p#op#!et'4! "! c#cte#!$t!c! le unu! p#odu$ $u $e#1!c!u c#e #'$pund cel &! 3!ne"tept'#!lo# ut!l!7to#ulu! 8 3ene/!c!#ulu!0n ct!1!tte p#ct!c', pent#u de/!n!#e cl!t'4!! $e ut!l!7e7' o $e#!e de te#&en! c, de e5e&plu(-cl!tte p#o!ectt' :cl!tte concep4!e!; #ep#e7!nt' &'$u# %n c#e p#odu$ul p#o!ectt $!2u#'

$t!$/ce#e ce#!n4elo# 3ene/!c!#!lo# "! po$!3!l!tte de /olo$!#e, l /3#!c4! p#odu$ulu! #e$pect!1, uno# p#ocedee tenolo2!ce #4!onle "! opt!&e d!n punct de 1ede#e econo&!c6

-cl!tte /3#!c4!e! de$e&ne7' 2#dul de con/o#&!tte p#odu$ulu! cu docu&ent4! ten!c'0Ace$t $e #el!7e7' %n p#oduc4!e "! e$te dete#&!nt de p#oce$ul tenolo2!c, ec!p&entul de p#oduc4!e,ct!1!tte de u#&'#!#e "! cont#ol, &nope#, etc0

-cl!tte l!1#t', #ep#e7ent9nd n!1elul e/ect!1 l cl!t'4!! p#odu$elo# l!1#te de /u#n!7o#0*e &$u# de71olt'#!! p#oduc4!e! !ndu$t#!le, pe &$u# c#e"te#!! "! d!1e#$!/!c'#!! ce#e#!! de

p#oduct!e, no4!une de cl!tte p#odu$ulu! e1olut "! $- d!1e#$!/!ct, 1o#3!ndu-$e de$p#e(-cl!tte poten4!l' , #ep#e7ent9nd cl!tte p#odu$ulu! dup' p#o!ect#e, %n!nte de $!&!l#e

lu! %n /3#!c4!e6-cl!te p#4!l' , #ep#e7ent9nd #po#tul d!nt#e cl!tte o34!nut' "! ce ce#ut'6-cl!tte #el!7t', ce cl!tte #e7ultt' %n u#& 1e#!/!c'#!! l cp'tul l!n!e! de p#oduc4!e0-cl!tte $!2u#t' , cl!tte c#e #e7ult' pe 37 unu! p#o2#& un!t# cup#!n79nd tote

ct!1!t'4!le de cont#ol le cl!t'4!! :p#e1en!#e, &'$u##e "! c4!une co#ect!1';-cl!tte totl' , %n c#e $e !nte2#e7' 2#dul de ut!l!tte, econo&!c!tte, e$tet!c', etc0Cl!tte #ep#e7!nt' n$&3lul de p#op#!et'4! "! c#cte#!$t!c! le unu! p#odu$ $u $e#1!c!u c#e

%! con/e#' ce$tu! p#op#!ette de $t!$/ce ne1o!le e5p#!&te $u !&pl!c!te0D1!d A0 G#!n, p#o/e$o# l H#1#d Bu$!ne$$ Scool pu$ %n e1!dent' c!nc! o#!ent'#!

p#!nc!ple %n de/!n!#e cl!t'4!! p#odu$elo#( t#n$cedent', $p#e p#odu$, p#oce$, co$tu#! "! $p#e ut!l!7to#0;0 O#!ent#e t#n$cedent'

*ot#!1!t o#!ent'#!! t#n$cedente, cl!tte #ep#e7!nt' o ent!tte te&po#l', 3$olutul, /!!ndpe#ceput' de /!ec#e !nd!1!d %n &od $u3!ect!10 Ace$t' o#!nt#e, pute#n!c ct' de !del!$&ul lu!*lton, nu pe#&!te de/!n!#e cl#' cl!t'4!! p#odu$elo# "! n!c! &'$u##e e!, ne19nd, %n op!n! lu!G#!n, ut!l!tte p#ct!c'0 O %nt#ep#!nde#e c#e do#e$te $' t!n2' pe#/ect!une %n cl!tte $u $' o/e#e,p#!n p#odu$ele $le, 2u$tul pe#/ec4!un!! "! pe#/ect!une 2u$tulu!, de&on$t#e7' o $e&ene 3o#d#e cl!t'4!! p#odu$elo#0 3;0 O#!ent#e $p#e p#odu$

Cl!tte #ep#e7ent9nd n$&3lul c#cte#!$t!c!lo# de cl!tte l p#odu$ulu!0 C#cte#!$t!c!le$unt e5p#!&te p#!n !nd!cto#!! ten!co-/unc4!onl! ! p#odu$ulu!, le c'#o# n!1elu#! /c po$!3!l'd!/e#en4!e#e cl!tt!1' d!nt#e ce$te0 c;0 O#!ent#e $p#e p#oce$ele de p#oduc4!e

*#odu$ele /lte %n /3#!c4!e $unt e5ecutte $t/el %nc9t $' co#e$pund' c#cte#!$t!c!lo# $t3!l!tep#!n p#o!ect, dc' p#odu$ul /!n!t %ndepl!ne"te ce$te c#cte#!$t!c! e$te $ocot!t un p#odu$ de cl!tte0Ap#ec!e#e cl!tt!1' p#odu$ulu! e$te le2t' "! de #eput4! /!#&e! c#e l- /3#!ct0 d;0 O#!ent#e $p#e co$tu#!0

Cl!tte p#odu$elo# %n ce$t c7 e$te de/!n!t' p#!n !nte#&ed!ul co$tu#!lo# "! !&pl!c!t, p#e4u#!lo# de 19n7#e0Un p#odu$ e$te con$!de#t de cl!tte tunc! c9nd o/e#' nu&!te pe#/o#&n4e lun n!1el ccept3!l l p#e4ulu!0 Cel &! !&po#tnt c#!te#!u /olo$!t e$te co$t8cl!tte0 e; O#!ent#e $p#e ut!l!7to#0


6/19

Cl!tte 3unulu! $u $e#1!c!ulu! #ep#e7!nt' pt!tud!ne de #'$punde ce#!n4elo# ut!l!7to#ulu!,ce$t /!!nd %n &'$u#' $' /c' p#ec!e#e $up# cl!t'4!! 3unulu! $u $e#1!c!ulu!0 A"d#, d!n ce$tpunct de 1ede#e, cl!tte #ep#e7!nt' co#e$ponden4' cu ce#!n4ele con$u&to#ulu! #e/e#!to#e l/unc4!onl!tte, p#e4, te#&en de l!1##e, $!2u#nt', /!3!l!tte, co&pt!3!l!tte cu &ed!ul, $e#1!ce etc0

De/!n!#e cl!t'4!! %n $tnd#dele !nte#n4!onle(- cl!tte nu e$te e5p#!&t' p#!nt#-o $!n2u#' c#cte#!$t!c' c! p#!nt#-un

n$&3lu de c#cte#!$t!c!6- cl!tte nu e$te de $!ne $t't'to#e, e e$te %n #el4!e cu ne1o!le cl!en4!lo#6- cl!tte e$te o 1#!3!l' cont!nu' "! nu d!$c#et'6- p#!n cl!tte $unt $t!$/'cute nu nu&! ne1o!le e5p#!&te, d# "! cele !&pl!c!te0

2.2. De#$%l!a&ea %ne'!(l(i )e ali!a!e *n (l!i+ele )eenii

Ap#!4! "! ut!l!7#e %n 1!4 econo&!c' &ode#n' conceptulu! de cl!tte %"! #e o#!2!ne %npe#!od de %nceput $ecolulu! 0 E e$te o #e7ultnt' e1olu4!e! "t!!n4e! "! tenolo2!e!, &! le$ "t!!n4e! &n2e&entulu!, /!!nd $t#9n$ le2t' de e1olu4! /!#&e! c ent!tte /und&ent econo&!e!0

Conceptul de cl!tte p#cu#$ un d#u& lun2 de l %nceputul $ecolulu! l @ le0 A %nceput

cu !n$pec4!, t#ecut p#!n $td!!le de cont#ol "! $!2u##e, =un29nd l %n4ele$ul $'u ctul decl!tte totl' :t3elul +;0

T3elul +0 Etpe le conceptulu! de cl!tteCa&a!e&i!ii E!a'e

In'eia Cont#olul cl!t'4!! A$!2u##ecl!t'4!!

Cali!a!ea !%!al"

O;ie!i$e Detect#e2#e"el!lo#

:de/ectelo#;

Cont#olul cl!t'4!!p#odu$ulu! /!nl

A$!20 *e#&nent' cl!t'4!!

!nte#&ed!#e "!/!nle

Ge$t!une 2lo3l' cl!t'4!!

p#oce$elo# "!p#odu$elo#

*e#!ode !n!4!le nceputul $ec0

An!! >J An!! J An!! KJ - J

Concep4!!-ce!e Rnd&entul " !d!1!7!une &unc!!

N!1elul cl!t'4!!ccept3!le

F!3!l!tte "!%nc#ede#ecl!entulu!

E5celent

Mod de !nte#1en4!e Rec4!e Re2l#e *#e1en!#e *#e-c4!une

Metode "! ten!c!p#!nc!ple

Supe#1!7#e Stt!$t!c!,p#o33!l!t'4!

*#ocedu#!o#2n!74!onle "!

ten!ce

Fo#e "!&ot!1#e

$l#!4!lo#Acto#!! !&pl!c4! %n

&od d!#ectIn$pecto#! :"e/!

de ec!p';In2!ne#!0

Cont#olo#! decl!tte

F!ec#e, %n toteetpele p#oce$0 de

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To4! co&ponen4!!/!#&e!

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7/19

L %nceputul ce$tu! $ecol, cl!tte e# p#!1!t' c "! ce1 ce pote /! %nco#po#t %nt#-unp#odu$ "! con$ttt p#!n !n$pect#e0 Dup' cee /o$t con$!de#t' c /!!nd ce1 ten!c, ce1 ce pote/! cont#olt0 De"! ce$t &od de 3o#d#e con$c#t $!2u##e cl!t't!! de- lun2ul t!&pulu!,cl!tte #'&$ le2t' nu&! de p#te ce 1!7e7' p#oduc4!0

E0 0 De&!n2 $! )0 M0 )u#n :ult!&ul de o#!2!ne #o&9n;, cele dou' ! nu&e %n do&en!ulcl!t'4!!, u e1!den4!t /und&entele conceptulu! de cl!tte, concept ce pote /! p#!1!t "! %n /#

l!n!e! de /3#!c4!e0 n t!&pul cu#$u#!lo# pe c#e le-u $u$4!nut c p#o/e$o#! %n )pon!, dup' cel de-ldo!le R'73o! Mond!l, e! u =utt ce$t' 4#' $' $e /o#&e7e c o pute#e cl!t'4!! pe pln&ond!l0

L %nceputul $ecolulu! , $- t#ecut %n !ndu$t#! uto&o3!lelo#, de l /3#!c4! de t!p #t!7nl, &nu/ctu#!e# , l p#oduc4! de $e#!e, /pt ce $c!&3t &odul de o#2n!7#e "! conduce#e %nt#ep#!nde#!!0 L $/9#"!tul $ecolulu! l I-le "! %nceputul $ecolulu! , F#ede#!c 0 Tlo# :+-+P+; /o#&ult o $e#!e de p#!nc!p!! de conduce#e "! o#2n!7#e "t!!n4!/!c' ct!1!t'4!lo# d!n%nt#ep#!nde#e c#e $ep#' ct!1!t'4!le celo# c#e p#o!ecte7' de p#te de e5ecu4!e "! cont#ol0 Tlo# t#!3u!t !n2!ne#!lo# "! $pec!l!"t!lo# $#c!n de p#o!ect ct!1!t'4!le "! l'$t &unc!to#!lo# "!!n$pecto#!lo# :$upe#1!7o#!lo#; #e$pon$3!l!tte e5ecu4!e! "! cl!t'4!! luc#'#!lo#0 Re$pon$3!l!tte pent#ucl!tte p#odu$elo# o u e5ecutn4!!, c#e t#e3u!e $' e5ecute p#odu$e con/o#& cu $pec!/!c4!!le, !#p#ec!e#e ce$te! con/o#&!t'4! #e1!ne !n$pecto#!lo# de cl!tte0 Cl!tte e# $!2u#t', %n p#!nc!pl,p#!n cont#olul /!nl l p!e$elo#, #e$pect!1 l p#odu$elo#, u#&'#!ndu-$e !dent!/!c#e celo# necon/o#&e0A"d#, $!2u##e cl!t'4!! cup#!nde do# !n$pec4! cl!tt!! e/ectut po$t-p#oce$, %n $copul de $t3!l! dc' e$te #el!7t' con/o#&!tte cu $pec!/!c4!!le pent#u p#odu$e0

S!$te&ul !a>l%&i! #eu"!t $' #el!7e7e c#e"te#! $pectculo$e le p#oduct!1!t'4!!, condu$ l$pec!l!7#e luc#'#!lo# e/ectute de !nd!1!7!, %n p#t!cul# l n!1elul /o#4e! de &unc'0 Ace$to# 1nt=el! $-u cont#pu$ o $e#!e de t#'$'tu#! ne2t!1e(

- &unc!to#!! nu %n4ele2 cu& cont#!3u!e ct!1!tte lo# !nd!1!dul' l o3!ect!1ele %nt#ep#!nde#!!6- #ec4! !n1e#$' :/eed3c;, !n/o#&4!!lo# c't#e &unc!to#!, nece$#' pent#u #e2l#e p#oce$elo#,

e$te de$eo#! !ndec1t' $u c!# !ne5!$tent'6- $e $!2u#' opo#tun!t'4! #edu$e &unc!to#!lo# pent#u p#t!c!p l p#o!ectele de %&3un't'4!#e

cl!t'4!!0Stnd#dele !nte#n4!onle ISO PJJJ pot /! pl!cte de o#!ce o#2n!74!e !nd!/e#ent de o3!ectul

e! de ct!1!tte, t9t d!n $ecto#ul pu3l!c, c9t "! d!n $ecto#ul p#!1t0 O#!ce o#2n!74!e t#e3u!e $' #'$pund'"tept'#!lo# "! nece$!t'4!lo# 1en!te d!n p#te c!nc! p'#4!, /'#' de c#e nu $e pote concepe $ol!d!tteune! /ce#!, "! nu&e( cl!en4!! @ c#e "tept' p#odu$e :$e#1!c!!; de cl!tte, $l#!4!! @ c#e 1o# $' !3'$t!$/c4! &unc!!6 p#op#!et#!! o#2n!74!e! @ u#&'#e$c #ent3!l!tte !n1e$t!4!e!6 $u3/u#n!7o#!! @!nte#e$4! de po$!3!l!tte uno# /ce#! cont!nue6 $oc!ette @ 1!7e7' $t!$/ce#e uno# ce#!n4e :&ed!u,$ecu#!tte etc;0 A19nd %n 1ede#e cele de &! $u$, o#2n!74! t#e3u!e $'-"! p#opun' #el!7#eu#&'to#elo# o3!ect!1e( $' #el!7e7e, $' &en4!n' "! $' u#&'#e$c' %&3un't'4!#e cont!nu' cl!t'4!!p#odu$elo# $le %n #po#t cu cond!4!!le #e/e#!to#e l cl!tte6 $' duc' %&3un't'4!#! cl!t'4!! p#op#!e!ct!1!t'4! $t/el %nc9t $' $t!$/c' cont!nuu nece$!t'4!le e5p#!&te $u !&pl!c!te le p'#4!lo# !nte#e$te6 $'de %nc#ede#e &n2e&entulu! !nte#n "! n2=4!lo# c' $unt %ndepl!n!te "! &en4!nute cond!4!!le#e/e#!to#e l cl!tte "! c' %&3un't'4!#e cl!t'4!! #e loc6 $' de %nc#ede#e p'#4!lo# !nte#e$te c' $unt$u 1o# /! %ndepl!n!te cond!4!!le #e/e#!to#e l cl!tte de c't#e p#odu$ul :$e#1!c!ul; l!1#t :p#e$tt;0

n con$ec!n4', cl!tte unu! p#odu$ $u $e#1!c!u $e con$t#u!e"te #!2u#o$ dup' no#&e "!&etodolo2!! p#ec!$e0 *#eocup#e pent#u cl!tte condu$ pe pln !nte#n4!onl l de71olt#e de$tnd#de "! de 2!du#! pent#u $!$te&ele cl!t'4!! c#e co&plete7' cond!4!!le #ele1nte #e/e#!to#e lp#odu$e "! $e#1!c!! !nclu$e %n $pec!/!c4!!le ten!ce0 *e pln eu#open u /o$t el3o#te $tnd#dele d!n/&!l! ISO PJJJ de$t!nte $' $!2u#e un nucleu 2ene#!c de #e2le&ent#e #e/e#!to#e l $!$te&elecl!t'4!! pl!c3!le uno# $ecto#e !ndu$t#!le $u econo&!ce d!1e#$e0

K


8/19

E5!$t' %n p#e7ent o tent' p#eocup#e pe pln eu#open pent#u p#o&o1#e cl!t'4!!0 Se duce %nce$t $en$ o pol!t!c' de $en$!3!l!7#e "! con"t!ent!7#e /cto#!lo# de dec!7!e pol!t!c'0

2.2.1 C%ne'!(l %i)en!al al ali!"ii

n nl!7 /'cut' cu p#!1!#e l 1!7!une %nt#ep#!nde#!lo# occ!dentle $up# cl!t'4!!,


9/19

N%&+ele ISO /??? #ep#e7!nt' o $e#!e de $tnd#de !nte#n4!onle "! #eco&nd'#! pent#u$oc!et'4!le de p#oduc4!e "! $e#1!c!!, 19nd c o3!ect!1 de 37' $!2u##e "! &n2e&entul cl!t'4!!0

n %nt#ep#!nde#!le c#e dopt' no#&ele ISO /???,calitatea devine obiectiv prioritar.

2.2.2 C%ne'!(l a'%ne# al ali!"ii

Dup' l do!le #'73o! &ond!l , C%n!&%l C%(&e-0 Anul +PJ /o$t nul !nu2u#'#!! c&pn!e! n4!onle pent#u cl!tte/. n +PJ $-u de/!n!t cele 7ece p#!nc!p!! le #el4!!lo# d!nt#e cl!en4! $! /u#n!7o#0 Ace$te 7ece

p#!nc!p!! $unt pe#/ec4!onte $! $unt p#e7entte o/!c!l %n +P $u3 /o#& celo# #ee &e7(lif(n)a+en!ale ale %n!&%l(l(i )e ali!a!e in!&e f(&ni#%& i (+'a&a!%& 0

S- con$ttt coe5!$ten4 dou pe#cep4!! d!/e#!te le conceptulu! de cl!tte(L n!1elul ce#cet'to#!lo# %n do&en!ul cl!t'4!! (

Q $e 2ene#l!7 no4!une de cl!ent l o#!ce pe#$on', 2#up, tel!e# cu c#e e5!$tu #el4!! de col3o##e $!de /u#n!7#e de p#odu$e $u $e#1!c!!

Q $e 1e %n 1ede#e nece$!tte $t!$/ce#!! cl!entulu!Q $e 1e %n 1ede#e nt#en#e cl!entulu! %n %&3un't'4!#e cl!t'4!!

L n!1ele !e##!ce de 37 pe#$!$t 1ece &entl!tte %n p#!1!n4 cl!t'4!! $! #el4!!lo# cucl!en4!!0

P


10/19

n +P. 0 Locul ce#cu#!lo# cl!t'4!! %n /lu5ul !n/o#&4!onl l %nt#ep#!nde#!! =pone7e

O3!ect!1ele ce#cu#!lo# cl!t'4!! %n pe#!od de %nceput u /o$t(-

%&3un't'4!#e ct!1!t'4!! de conduce#e $! cpc!t'4!! &n2e#!le "e/!lo# !nte#&ed!#! $! $upe#!o#!,$p#!=!n!nd pe#/ec4!on#e p#!n utode71olt#e 6

- c#e#e unu! &ed!u con"t!ent cu p#!1!#e l !&po#tn4 cl!t'4!! 6- /unc4!on#e unu! nucleu de ct!1!tte p#t!c!pt!1 $! /o#&t!1 !n /!ec#e dep#t&ent, !n c#e $$e de71olte pt!tud!n!le u&ne, $ $e &'#e$c' 2#dul 3!l!t'4!le n2=4!lo#0

O con$ec!n4' !&po#tnt' ct!1!t'4!! %n ce#cu#!le cl!t'4!! /o$t c#e"te#e 2#dulu! de %n4ele2e#e%nt#e "e/!! d!/e#!telo# $ecto#e, %nt#e "e/! "! $u3o#don4! ,%n ce$te ce#cu#! /!!nd cup#!n$' tot' $t#uctu#o#2n!7to#!c' "! ope#t!1' %nt#ep#!nde#!!0

+J


11/19

1?. Un &o&ent de cot!tu#' %n de71olt#e conceptulu! de cl!tte l #ep#e7entt pl!c#econt#olulu! cl!t'4!! %n /7ele de de71olt#e "! p#o!ect#e no!lo# p#odu$e :!ot N#u&!,+P;0Nece$!t'4!le cl!entulu! $e t#duc %n $pec!/!c4!! de p#o!ect#e c#e $unt con1e#t!te %n cl!t'4! leco&ponentelo# "! p#odu$elo#0 Ace$t p#oce$ $e nu&e"te 7! )ef"(&a&ea f(niei ali!"ii F89(ali!>0(n!i%n De$el%'+en! G 90D: ! /o$t pe#/ec4!ont de p#o/0 Ao o2! :%n col3o##e cu M!7unoS!2e#u "! Fu#u ; %n +PK.0 Ace$t concept /o$t p#elut ulte#!o# de !ndu$t#!!le 4'#!lo# occ!dentle0

A" cu& $e o3$e#1', 90D e$te o etp' !n!4!l' ct!1!t'4!lo# de $!2u##e cl!t'4!! "!#ep#e7!nt' pune#e %n p#ct!c' conceptulu! !%!(l ;ine )e la *ne'(! ! o3!ect!1ulu! p#!&o#d!l @a!ifae&ea lien!(l(i.

De$/'"u##e /unc4!e! cl!t'4!! "! pe#/ec4!on#e celo# K !n$t#u&ente de &n2e&ent ucon$t!tu!t o nou' etp' %n e1olu4! conceptulu! de cl!tte0

11. Hn +P $-u /o#&ult p#!nc!p!!le c#e de/!ne$c Conduce#e p#!n pol!t!c! :Mn2e&ent3 *ol!t!c$; 19nd c #ol o#!ent#e "! &o3!l!7#e pe#$onlulu! l tote n!1elu#!le c't#e o3!ect!1ep#!o#!t#e:., > &50 o3!ect!1e;0

120 n +PK+ $- con$t!tu!t )pne$e Soc!et /o# ul!t Cont#ol c#e l %nceput 1e .J de&e&3#! !# %n n!! +PJ nu&'# .JJ &e&3#!0

C#!7ele pet#ol!e#e d!n n!! +PK>-+PKP u t#n$/o#&t $!$te&ul de cl!tte =pone7 cuno$cut d!n+P $u3 nu&ele Co&pn !de ul!t Cont#ol-:C9C; d!nt#-un !n$t#u&ent de &n2e&entpent#u $!2u##e cl!t'4!! "! co&pet!t!1!t'4!! %nt#-un !n$t#u&ent de $up#1!e4u!#e "! &! po! %nt#-un!n$t#u&ent $t#te2!c0

C#cte#!$t!c!le conceptulu! =pone7 de cl!tte (Q ct!1!t'4!le pent#u cl!tte $unt d!#!=te de &n2e#ul %nt#ep#!nde#!! "! l ele p#t!c!p' %nt#e2ul pe#$onl"! tote dep#t&entele 6

Q conduce#e co#d' ten4!e &5!&' cl!t'4!!6Q d!/u7#e pol!t!c!lo# de cl!tte "! cont#olul pl!c'#!! ce$to#6Q pune#e %n p#ct!c' ud!tulu! cl!t'4!!6Q ct!1!t'4! de $!2u##e cl!t'4!! pe %nt#e2ul c!clu l p#oce$ulu! &unc!! de l pln!/!c#e "! de71olt#ep9n' l p#oce$ele /!nle de 19n7#e "! $e#1!ce po$t 19n7#e6Q ct!1!t'4! %n 2#upu#! p#t!c!pt!1e6Q educ#e "! !n$t#u!#e %n conceptul cl!t'4!!6Q de71olt#e "! pune#e %n p#ct!c' ten!c!lo# de cl!tte6

Q e5t!nde#e $!$te&ulu! de cont#ol de l !ndu$t#! p#eluc#'to#e l tote $ecto#ele econo&!e! n4!onle:3'nc!,tu#!$&,co&e#4,$e#1!c!!;0Conceptul de cl!tte c#e $!2u#t $ucce$ul e5t#o#d!n# l econo&!e! )pon!e! con4!ne o $e#!e de

ele&ente ce!e(Q &etode de cl!tte p#e1ent!1e6Q luc#ul 3!ne /'cut de l %nceput 6Q %&3un't'4!#e cont!nu "! c'ut#e $olu4!e! opt!&e %n p#oduct!1!tte, e/!cc!tte, econo&!e 6Q %nt#ep#!nde#e p#!1!t' c o e /&!l!e, $p!#!t de d!$c!pl!n' 6Q do#!n4 de uto-dep'"!#e 0

++


12/19

2.3. 0a!%&ii a&e )e!e&+in" i infl(enea#" ali!a!ea

nt#e2ul p#o/!t l /cto#!lo# c#e /ecte7' cl!tte $e#1!c!!lo# "! p#odu$elo# :/cto#! ten!c!,d&!n!$t#t!1! "! u&n! ; t#e3u!e o#!entt $p#e #educe#e, el!&!n#e "! cel &! !&po#tnt, p#e1en!#ede/!c!en4elo# de cl!tte0

*ent#u o3t!ne &5!&ul de e/!cc!tte "! pent#u $t!$/ce $tept'#!le cu&p'#'to#ulu!, e$te

e$en4!l c $!$te&ul de conduce#e cl!t'4!! $ /!e dec1t t!pulu! ct!1!t'4!! "! p#odu$ulu! $u$e#1!c!ulu! o/e#!t0Un $!$te& de conduce#e cl!t'4!! #e dou' $pecte !nte#dependente "! nu&e(+;0 Ne1o!le "! !nte#e$ele co&pn!e! #e$pect!1 t!n2e#e "! &ent!ne#e cl!t'4!! do#!te l un co$t

opt!&6.;0 Ne1o!le "! $tept'#!le cu&p'#'to#ulu!6 pent#u cu&p'#'to# e5!$t' o ne1o!e de %nc#ede#e %n

po$!3!l!tte /!#&e! de /u#n!7 cl!tte do#!t'0Cl!tte p#odu$ulu! $e #el!7e7' %n p#oce$ul de p#oduc4!e %n$' $e con$tt' %n

Cl!tte p#odu$elo# "! $e#1!c!!lo# $e #el!7e7' p#!n p#t!c!p#e uno# /cto#! p#!nc!pl!, c#ec4!one7' %n p#oce$ul de p#oduc4!e, p#ecu& "! /cto#!lo# $ecund#!, c#e c4!one7' %n $/e#c!#cul4!e! &'#/u#!lo# :p#oduc'to# @ co&e#4 @ con$u&to#;0

Cl$!/!c#e /cto#!lo# %n cele dou' cte2o#!! e$te #edt' %n $ce& d!n /!2u# 0

F!20 0 Fcto#!! cl!t'4!!

F!2 0 Cl$!/!c#e /cto#!lo#

Cont#!3u4! ce$to# /cto#! e$te !lu$t#t' 2#/!c %n &! &ulte 1#!nte, cuno$cute %n l!te#tu# de$pec!l!tte $u3 denu&!#!le( $p!#l cl!t'4!! : lu! )URAN;6 t#!un2!ul cl!t'4!! :I$!;0

Sp!#l cl!t'4!! :/!20; #ep#e7!nt' un &odel conceptul l ct!1!t'4!lo# !nte#dependente c#e %"!e5e#c!t' !n/luen4 lo# $up# cl!t'4!! unu! p#odu$ $u $e#1!c!! %n %nt#e2 de$/'"u##e /7elo#%ncep9nd cu !dent!/!c#e ne1o!lo# p9n' l e1lu#e $t!$/ce#!! lo#0 O34!ne#e une! cl!t'4!$t!$/'c'to#e !&pl!c' p#cu#2e#e n$&3lulu! de ct!1!t'4! d!n $p!#l cl!t'4!!, po#n!nd de lp#o$pect#e p!e4e! "! $/9#"!nd cu ct!1!tte de nl!7', %nce#c'#!, de$/ce#e "! $e#1!ce0

+.

Dete#&!n' %n p#oduc4!e(

- ce#cet#e "! p#o!ect#e- &te#!!le p#!&e, &te#!lele- p#oce$ul tenolo2!c- cl!/!c#e p#o/e$!onl'

n2=4!lo#- $!2u##e "! cont#olul cl!t'4!!- $tnd#dele, no#&ele

In/luen4e7' %n co&e#4(

- &3l#e- t#n$po#tul- p'$t##e

FACTORIICALITWII

CARE(


13/19

CERCETARE TIINIFIC

operatori de service laLivrarea produselor cumprtor i suportarea loisticii

ctre !e"e#iciari

A"ali$e% &"cercri% pro!e'veri#icarea #ia!ilit(ii)

Co"trol #i"alco"#ormare #a( de E#ectuareaco"tracte calculelor

CERCETARE TIINIFIC te*"ico+eco"omiceCo"trolul proceselor i comerciale

te*"oloice'co"#ormare #a( de ,roiectarea i e-ecutarea prototipuluidoc. te*"ic) ,rocesul de produc(ie /moloarea prototipului

Asiurare% aparate de 0ta!ilireamasur% sta"duri Aprovi$io"area te*"oloiilor

pe"tru pro!e #u"ctio"ale materialelor% i asiurarearecep(ie calitativ mai"ilor% disp.%

cali#icare cadre

F!20 0 Sp!#l cl!t'4!!

Rep#e7ent#e 2#/!c' #el4!!lo# de !nte#dependen4' d!nt#e cl!tte p#oduc4!e! "! cl!ttep#odu$ulu! e$te !lu$t#t' de t#!un2!ul cl!t'4!!, %n 19#/u#!le c'#u! $e /l' ce#!n4ele cl!tt!1e le p!e4e!:le 3ene/!c!#!lo#;, cl!tte o&olo2t' "! cl!tte p#odu$ulu! /!n!t :/!2u# 0;

D!n /!2u# 0 #e7ult' c' ce#!n4ele 3ene/!c!#ulu! dete#&!n' o nu&!t' concep4!e @ p#o!ect#e,c#e $e conc#et!7e7' %n c#cte#!$t!c!le d!n docu&ent4! ten!c' de o&olo2#e0

Ace$te 1o# #ecl& un nu&!t t!p de p#oce$ tenolo2!c "! &te#!! p#!&e "! u5!l!#e, ce $e 1o##e/lect %nt#-o nu&!t' p#opo#4!e %n cl!tte p#odu$ulu! /!n!t, #ep#e7ent9nd o nu&!t' $!nte7', o#e7ultnt' ce$to# /cto#!, le24! %n &od d!#ect cu nece$!tte $t!$/ce#!!, %nt#-un nu&!t 2#d, uno#ne1o!0

+>


14/19

AMBALARE CONCE*WIE

*STRARE *ROIECTARE

CALITATEA

FABRICAWIEI

F!20 0 T#!un2!ul cl!t'4!!

n $/e# c!#cul4!e! c4!one7' /cto#! $pec!/!c! ! ce$to#, c( t#n$po#tul, &3l=ul "!p'$t##e, c#e pot "! e! !n/luen4, de #e2ul', cl!tte p#odu$ulu! /!n!t0

2.4.0(n!iile ali!a!ii i i+'lia!iile l%&

Funcia tehnic a calitii e$te con/e#!t' de 2#up c#cte#!$t!c!lo# ten!co @ /unc4!onle,#e$pect!1 de p#op#!et'4!le !nt#!n$ec! /!7!ce, c!&!ce, &ecn!ce, /!3!l!tte etc0 "! e5p#!&' 2#dul deut!l!tte, de $t!$/ce#e uno# ne1o! $u uno# $e2&ente !&po#tnte le ce$to#0

C#cte#!$t!c!le c#e $tu l 37 ce$te! /unc4!! $e pot %&p'#4! %n dou' $u32#upe( ten!ce "!/unc4!onle0 Ele $unt %nt#-o #el4!e de !nte#dependen4', &! le$ %n c7ul p#odu$elo# de /olo$!n4'%ndelun2t', unde /unc4!onl!tte %n t!&p dep!nde de c#cte#!$t!c!le ten!ce :#e7!$ten4', du#!tte etc0;0

Functia economica a calitatiin concep4! &ode#n' cl!t'4!!, p#odu$ele $unt p#ec!te p#!n p#!$& $e#1!c!ulu! du$

3ene/!c!#ulu!, #po#tt l co$tul 2lo3l0A"d#, cl!tte opt!&' e5p#!&' 2#dul %n c#e un p#odu$ %ndepl!ne"te $e#1!c!ul $pec!/!ct,

&!$!une pent#u c#e /o$t #el!7t, %n cond!4!! de co$t 2lo3l &!n!&0

n cd#ul ce$te! /unc4!!, e/!c!en4 econo&!c' con$t' %n $t3!l!#e unu! #po#t opt!& %nt#e e/o#tulp#oduc'to#ulu! pent#u $!2u##e cl!t'4!!, l c#e $e du2' celtu!el!le %n ut!l!7#e "! n!1elul$e#1!c!ulu! du$, e5p#!&t p#!n 2#dul de $t!$/ce#e ne1o!!0

Cl!tte unu! p#odu$ e$te p#ec!t' de 3ene/!c!# cu t9t &! &ult cu c9t cele"! c#cte#!$t!c!cl!tt!1e @ conc#et!7te p#!n $e#1!c!ul du$ @ $unt #el!7te l un co$t 2lo3l &! #edu$0

Funcia social a calitii de#!1' d!n !n/luen4 pe c#e o e5e#c!t' cl!tte p#odu$elo# "!$e#1!c!!lo# $up# cond!4!!lo# de &unc', de t#!, c "! $up# &ed!ulu! %ncon=u#'to#0 Su, &! $!ntet!ce5p#!&t, $up# cl!t'4!! 1!e4!! %n $e2&entele ce$te!, unde $e #e2'$e$c p#odu$ele "! $e#1!c!!le %nt#-op#opo#4!e #!d!ct'0

+

CERINWELE CALITATIVEALE BENEFICIARULUI

CALITATEA*RODUSULUI

FINIT

CALITATEAOMOLOGAT DINDOCUMENTAWIA

TEHNIC


15/19

I&po#tn4 ce$te! /unc4!! e$te deo$e3!t de e $t'7!, d!n cu7 ccentu'#!! c#cte#ulu! de&$' l p#oduc4!e! "! con$u&ulu!0 *e de o p#te, p#odu$ele "! $e#1!c!!le $e #el!7e7' de colect!1e deo&en! cu %n$u"!#! "! cl!/!c'#! p#o/e$!onle d!1e#$e, cu un nu&!t n!1el de con"t!!n4', cee ce $e#'$/#9n2e $up# cl!t'4!! l un &o&ent dt, !# pe de lt' p#te, ele $e d#e$e7' 3ene/!c!#!lo#,con$u&to#!lo# c#e u ce#!n4e, p#e/e#!n4e /o#te 1#!te, c $t#uctu#' "! n!1el cl!tt!10

2.. Ca&a!e&i!ii )e ali!a!e

In epoc no$t#, !ndu$t#! &$o# cl!tte p#odu$elo#0 A$t/el, o #t!e de &3l= de$t!ntcon/ect!on#!! $c!lo# de #t!e nu $e pote c#cte#!7 dect dc $e cuno$c cel put!n t#e! c#cte#!$t!c!de 37( #e7!$tent l $/$!e#e, #e7!$tent l ple$!n!#e $! lun2!#e t#n$1e#$l0 Nu&! n$&3lul1lo#!lo# ce$to# c#cte#!$t!c! pote $ dete#&!ne cl!tte #t!e! de $c!0 De cee, un d!n c!le decce$ l cuno$te#e cl!tt!! unu! p#odu$ con$t !n !dent!/!c#e totl!tt!! c#cte#!$t!c!lo# c#e, !n/!nl, conduc l $t!$/ce#e t#e3u!nte! pent#u c#e /o$t #el!7t0

Ap#ec!e#e cnt!tt!1' cl!t'4!! p#e$upune, %n p#!&ul #9nd, !dent!/!c#e tutu#o#

c#cte#!$t!c!lo# unu! p#odu$ "! po! /o#e de 2#upe t!polo2!ce %n /unc4!e de d!/e#!te c#!te#!!0

F!20 0 Cl$!/!c#e c#cte#!$t!c!lo# de cl!tte

+. Hn #po#t cu ntu# "! e/ectul pe c#e %l u %n p#oce$ul de ut!l!7#e, c#cte#!$t!c!le de cl!tte$e 2#upe7' %n u#&to#ele t!polo2!!(

;0C#cte#!$t!c! ten!ce

+

CARACTERISTICITEHNICO-

FUNCWIONALE

CARACTERISTICI

ECONOMICE

CARACTERISTICISOCIALE

CARACTERISTICI*SIHO-

SOCIALE

Ten!ce@p#op#!et'4! &ecn!ce,c!&!ce, /!7!ce

D!$pon!3!l!tte @ /!3!l!tte, &enten3!l!tte

Co$tul ut!l!7'#!! l 3ene/!c!#

E#2ono&!ce( /'@o&

Ecolo2!ce(/'@&ed!u @ o&

E$tet!ce

O#2nolept!ce

C

ALITATE


16/19

Se #e/e#' l %n$u"!#!le 1lo#!! de %nt#e3u!n4#e p#odu$ulu! c#e con/e#' ce$tu! poten4!lul de$t!$/ce#e ut!l!t'4!lo# con$u&to#!lo#0 Se c#cte#!7e7' %n p#op#!et'4! /!7!ce, c!&!ce, 3!olo2!ce,!nt#!n$ece $t#uctu#!! &te#!le p#odu$ulu! "! dete#&!nte de concep4! con$t#uct!1-/unct!onl' ce$tu!0 C#cte#!$t!c!le ten!ce $unt d!#ect $u !nd!#ect &'$u#3!le o3!ect!1, cu o p#ec!7!e $u/!c!ent'p#!n &!=loce ten!ce0

3;0C#cte#!$t!c! p$!o-$en7o#!le

Ace$te c#cte#!$t!c! 1!7e7' e/ecte de o#d!n e$tet!c, o#2nolept!c, e#2ono&!c pe c#e p#odu$elele u $up# ut!l!7to#!lo# p#!n /o#&', culo#e, 2u$t, 2#d de con/o#t0*#oduc'to#!! t#e3u!e $' !3' %n 1ede#e pe#&nent /ptul c' ce$te c#cte#!$t!c! p#e7!nt' o e

1#!3!l!tte %n t!&p "! $p4!u, c' p#ec!e#e lo# $e /l' $u3 !nc!den4 uno# /cto#! de ntu#' $u3!ect!1'0c;0C#cte#!$t!c! de d!$pon!3!l!tteAce$te c#cte#!$t!c! #e/lect' pt!tud!ne p#odu$elo# de -"! #el!7 /un4t!!le ut!le de- lun2ul

du#te! de 1!4', pt!tud!ne de/!n!t' p#!n dou' concepte /und&entle ( /!3!l!tte "! &enten3!l!tte0F!3!l!tte #e/lect' cpc!tte unu! p#odu$ de -"! %ndepl!n! /unc4!!le /'#' %nt#e#upe#e dto#!t'

de/ec4!un!lo# %nt#-o pe#!od' de t!&p $pec!/!ct' "! %nt#-un $!$te& de cond!4!! de ut!l!7#e dt0Menten3!l!tte #e c#cte# p#o33!l!$t!c c "! /!3!l!tte "! &'$o#' "n$ c un p#odu$ $'

/!e #epu$ %n /unc4!une %nt#-un !nte#1l $pec!/!ct de t!&p, %n cond!4!!le e5!$tente de %nt#e4!ne#e "!#ep#4!!0

Se e5p#!&' p#!nt#-o $e#!e de !nd!cto#! cu& $unt( co$tul de p#oduc4!e, p#e4ul, celtu!el!le de&enetenn4', #nd&entul, 2#dul de 1lo#!/!c#e &te#!!lo# p#!&e0

d;0C#cte#!$t!c! de o#d!n $oc!l 2ene#lAce$te c#cte#!$t!c! 1!7e7' e/ectele pe c#e le u $!$te&ele tenolo2!ce de #el!7#e

p#odu$elo#, p#ecu& "! ut!l!7#e ce$to# $up# &ed!ulu! ntu#l, $up# $!2u#n4e! "! $'n't'4!!popul4!e!0

.0Dup' !&po#tn4 lo# %n $!2u##e ut!l!t'4!! "! /unct!onl!t'4!! p#odu$elo#, c#cte#!$t!c!le $e2#upe7' $t/el(

;0C#cte#!$t!c! de 37' :3$olut nece$#e;3;0C#cte#!$t!c! $ecund#e, c#e pot $' l!p$e$c' $u pot /! #el!7te l n!1ele !n/e#!o#e,

#educ9ndu-$e $t/el co$tu#!le !nut!le /'#' c 2#dul de ut!l!tte l p#odu$elo# $' /!e $e&n!/!ct!1 /ectt0>0 n /unc4!e de de$t!n4! "! c#cte#ul /olo$!#!! p#odu$elo# %n p#oce$ul de con$u&,

c#cte#!$t!c!le $e pot 2#up $t/el(;0C#cte#!$t!c! le &!=locelo# de &unc'-du#3!l!tte, 2#eutte, con$u&u#! $pec!/!ce, te&pe#tu#', p#ec!7!e de luc#u, e$tet!c'63;0C#cte#!$t!c! le o3!ectelo# &unc!!-u$u#!nt p#eluc#'#!! "! econo&!c!tte ce$te!, $!2u##e cl!t'4!! ce#ute p#odu$ulu! /!n!t,

$ol!d!tte, co&ponen4' c!&!c'0c;0C#cte#!$t!c! pent#u o3!ectele de con$u& !nd!1!dul-2u$t, /o#&', #e7!$ten4' l #upe#e "! l /#ec#e, el$t!c!tte00 Dup' &odul de co&pen$#e c#cte#!$t!c!lo# de cl!tte d!$t!n2e&(;0C#cte#!$t!c! &'$u#3!le d!#ect : 2#eutte, #e7!$ten4', con4!nutul de $u3$tn4e ut!le;3;0C#cte#!$t!c! &'$u#3!le !nd!#ect : /!3!l!tte unu! ut!l= dete#&!nt' pe 37 p#o3elo# de

#e7!$ten4' l u7u#' ;c;0C#cte#!$t!c! co&p#3!le o3!ect!1 cu &o$t# etlon

: nuul de de/ecte pe c&p de 4e$'tu#!, t3l' ;d;0C#cte#!$t!c! co&p#3!le $u3!ect!1 cu &o$t# etlon : 2#d de 1op$!#e, /!n!$=ul une!

&o3!le, 2#d de c#oe;0 n /unc4!e de &odul de e5p#!e deo$e3!&(;0C#cte#!$t!c! cunt!/!c3!le( cote d!&en$!onle, 2#eut'4!, #e7!$ten4e, de3!te0

+


17/19

3;0C#cte#!$t!c! t#!3ut!1e( c#e de/!ne$c cl!tte p#!n cl!/!ct!1e :co#e$pun7'to#,neco#e$pun7'to# ;0

Ind!/e#ent de 2#up#e ut!l!7t', $e pote $pune c' ce$te c#cte#!$t!c! con/e#' p#odu$ulu!cl!tte0

O #ep#e7ent#e $ucce$!1' #el4!!lo# de !nte#cond!4!on#e d!nt#e d!/e#!tele c#cte#!$t!c!:d!&en$!un!; le cl!t'4!! &'#/u#!lo# o con$t!tu!e tet#ed#ul cl!t'4!! :/!20P;0

F!2 P0Tet#ed#ul cl!tt!!

Cl!tte p#odu$elo# #ep#e7!nt o $!nte7 unu! nu e de c#cte#!$t!c!, c#e u /o$tcl$!/!cte dup ntu# lo# !n c#cte#!$t!c! /unct!onle :#e$pect!1 ten!ce $! econo&!ce;,p$!o$en7o#!le $! de d!$pon!3!l!tte0 C#cte#!$t!c!le de cl!tte nu $e n$c, ele #e7ult d!n /unct!!leo3!ectulu! ce#cett, d!n ut!l!tte lu! $! $e #e/e# dec! l un $cop $! l o de$t!nt!e0

+K


18/19

3. CONCLUII

Calitatea #ep#e7!nt' e5p#e$! 2#dulu! de ut!l!tte $oc!l' unu! p#odu$, &'$u# %n c#e, p#!nn$&3lul c#cte#!$t!c!lo# $le "! l p#&et#!lo# econo&!c! $t!$/ce ne1o! pent#u c#e /o$t c#et

"! #e$pect' #e$t#!c4!!le !&pu$e de !nte#e$ele 2ene#le le $oc!et'4!! - cu p#!1!#e l e/!c!en4 $oc!l-econo&!c', p#ecu& "! p#otec4! &ed!ulu! ntu#l "! $oc!l0Cl!tte e$te con$!de#t' o sum de nsuiri, c#e p#e7!nt' un caracter dinamic, %nt#uc9t

ce#!n4ele p#o2#e$ulu! ten!c !&pun p#oduc4!e! c#e#e "! #el!7#e pe#&nent' uno# no! p#odu$e&ode#ne cu c#cte#!$t!c! "! pe#/o#&n4e $upe#!o#e0

Ap#!4! "! ut!l!7#e %n 1!4 econo&!c' &ode#n' conceptulu! de cl!tte %"! #e o#!2!ne %npe#!od de %nceput $ecolulu! 0 E e$te o #e7ultnt' e1olu4!e! "t!!n4e! "! tenolo2!e!, &! le$ "t!!n4e! &n2e&entulu!, /!!nd $t#9n$ le2t' de e1olu4! /!#&e! c ent!tte /und&ent econo&!e!0*#e$!une co&pet!4!e! "! p#o2#e$ulu! ten!c, $c!&3#e pe#&nent' ce#!n4elo# "! "tept'#!lo#cl!en4!lo# u dete#&!nt p#!4! ne1o!! de e1lu cl!tte p#odu$elo# "! p#oce$elo#0

E5!$ten4 o&en!lo# dep!nde %n p#e7ent %nt#-o &'$u#' d!n ce %n ce &! !&po#tnt' de

p#odu$ele /3#!cte, pent#u $t!$/ce#e uno# ce#!n4e e5t#e& de 1#!te cu& $unt( l!&ent4!,$'n'tte, locu!n4ele, p#o2#e$ul ten!c "! "t!!n4!/!c, co&un!c4!!le, t#n$po#tul, d!$t#c4!, con/o#tul "!" &! dep#te0 De/!c!en4ele cl!tt!1e le p#odu$elo# de$t!nte $t!$/ce#!! ce$to# ce#!n4e pot $'conduc' "! c!# conduc l $e#!o$e ne&ul4u&!#! d!n p#te con$u&to#!lo#, l #!$!p' econo&!c' "!uneo#! l p!e#de#! de 1!e4! o&ene"t!0 *ent#u $t!$/ce#e ce#!n4elo# de cl!tte le con$u&to#!lo#,tote /unc4!!le !&po#tnte le /!#&elo# p#oduc'to#e t#e3u!e $' 4!n' $e& de nece$!t'4!le ce$to# %ncee ce p#!1e"te cl!tte0 Cl!tte nu $e l!&!te7' nu&! l p#odu$, c! t#e3u!e $' $e #e2'$e$c' %no#!ce ct!1!tte /!#&e!0

Cl!tte p#odu$elo# ln$te pe p!4' t#e3u!e %n pe#&nen4' &en4!nut' "! %&3un't'4!t', /!!ndnece$# un p#oce$ pe#&nent de e1lu#e c'!lo# "! &etodelo# de cont!nu' &ode#n!7#e ce$te! "!dpt#e l ne1o!le 3ene/!c!#!lo#

Cl!tte e$te o /unc4!e de p#!&' !&po#tn4'6 e5!$ten4 /!#&elo# dep!nde de 1en!tul o34!nutd!n 19n7#e p#odu$elo# $u $e#1!c!!lo#, !# po$!3!l!tte de 1!nde $e 37e7' pe %n$u"!#ece$to# de /! co#e$pun7'to#e pent#u ut!l!7#e0

+


19/19

4. 5I5LIO6RA0IE

XM#!et Ol#u @ Mn2e&entul Cl!tt!!XSe1e#!n I0 , Vo!cu M0 - < In!4!e#e %n In2!ne#! cl!t'4!! < @ Ed!tu# BREN, Bucu#e"t!, .JJJ

XC!u#e S0 - < Cl!tte %n pe#$pect!1 n!lo# .JJJ < @ Ed!tu# BREN, Bucu#e"t!, +PPXOp#en C0 , T!tu M0 @ Mn2e&enutl Cl!tt!! @ Ed!tu# Un!1e#$!tt!! Luc!n Bl2 d!n S!3!u,.JJKXInte#net

+P

conceptul de calitate Şi rolul acesteia În economia modernă

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