INNOVATIVE TECHNOLOGIES OF SERVICE QUALITY MANAGEMENT

Abstract

Вackground. Quality management has a prominent place in the overall structure of the business process and there are a lot of significant papers in this area. Therefore, it is necessary to review existing methodological approaches, provide some conceptual and categorical clarification and generalization, formalization and description of the subject area and many links, in particular, determine the prospects for development of this area in the context of the Industry 4.0 concept. Analysis of recent research and publications has shown that despite the presence of a significant theoretical and methodological basis in the organization of the quality management process there is a need for a certain structuring of accumulated knowledge and problem field demarcation of the analyzed area. The aim of this article is an ontological understanding of the evolutionary way of for­mation and provision of requirements for processes and products in the context of trans­formational changes and socio-economic conditions of the economic activity environment. Materials and methods. The research methodology includes a retrospective analysis of the quality management area, synthesis method and forecast evaluation. The works of do­mestic and foreign scientists were the theoretical basis of the study. Results. A retrospective analysis of the evolutionary way of the concept of "quality management" development is highlighted. The historical chronology of the main stages and links on the formation way of a modern idea of the enterprise quality management is demonstrated. The main definition differences and contradictions in the existing method­logical platforms in the quality management area are identified in relationto the terms "quality" and"process". Ways of harmonization and mutual interpretation of termino­logical basis in order to create a unified definitions system and avoid contradictions in interdisciplinary research are proposed. The toolkit of the international standards of the ISO series is defined as one of the most successful and characterized by the system attributes presence and the implementation ways complexity. The role and place of orga­nizational culture and modern technologies in the process of the quality management system formation of the enterprise are determined. Conclusion. The main vectors of further development of quality management as a complex methodological system in the conditions of change of production opportunities and business environment are formed. Keywords: quality, management system, process, business process, management, principle, concept.