Abstract:
The publication presents the causes of complaints about metallurgical products, illustrated by the example of steel sheet production, with particular emphasis on the causes having their source in the human factor. The publication is based on direct research and analysis of complaints made available by the metallurgical plant. The results obtained are enriched with theoretical considerations on the quality management systems for metallurgical products.
Steel sheets manufactured in heavy industry require high-quality production processes. Innovation in the case of products of this type means interference in the chemical composition (the possibility of using new compounds and chemical elements), microstructure, which, in addition to the chemical composition, is one of the most important factors determining the properties (mechanical, physical, functional, etc.), and thus the use of the material. The demand for modern, advanced (innovative) products requires manufacturers to introduce technical, infrastructural, organisational and logistic changes. Of course, this is often associated with financial outlays. It also translates, to some extent, into the generation of potential claims, resulting from the above-mentioned reasons and the human factor.
Sheet metal excellence, value, conforming to specification, meeting or exceeding customer expectations. Marketing and ethical benefits, uniquely recognised symbol of uncompromising standards and high performance, value concept uses multiple attributes of quality, focuses on organisational effectiveness, enables comparisons between steel products and over time enables precise measurement, leads to increased efficiency. Should force analysis of customer needs, appropriate definition for institutional customers evaluation done from customer's point of view, applicable to steel industry, responds to market changes, are difficult to measure, attributes of excellence can change over time, must find customers willing to pay for excellence. Difficulty in assigning value to specific product elements, quality and value are not easily convertible units. Customers are not interested in internal specifications, not suitable for defining services, may limit adaptability to other conditions, specifications may be worthless in the face of rapid market changes, internally oriented difficult to measure. Customers often don't know their expectations, biased customer judgements can have a misleading effect on performance in the steel industry.
Advanced expectations from products force manufacturers to develop and implement modern production methods in production systems, allowing them to perform a specific task. The article takes these expectations into account.
