DOI: 10.18503/1995-2732-2023-21-2-156-166
Abstract
A high quality and reliability of products largely depend on the quality of the materials and components used in their manufacturing. This is ensured, in turn, by the results of the claim settlement with suppliers of purchased products and buyers of finished products. That is why supplier relationship management and the claim procedure are one of the main components that ensure the quality of finished products. The paper discusses the claim procedure adopted at Kazan Helicopter Plant JSC. The object of the study is the claim procedure adopted at the enterprise, when manufacturing helicopters; the subject of the study is a process approach. In the course of the study, the authors identified the types of manufacturing defects and determined the number of identified non-conformities for every of them. It was concluded that the main difficulty of the enterprise was manufacturing defects in purchased components from suppliers. In the course of further research, the authors considered a supplier evaluation procedure and identified the main criteria set for them. To improve supplier relationship management, the authors used a process approach, whose application contributed to identifying “bottlenecks” and developing recommendations for reducing the volume of rejected products and manufacturing defects. The authors of the paper also noted that one of the significant shortcomings in the claim procedure was the lack of a methodology for assessing effectiveness of the claim settlement at the enterprise. In view of this, the paper contains the proposed approaches to its development. The paper conclusion presents main areas for improving the claim procedure and specific measures aimed at increasing consumer satisfaction. The recommendations set out in the paper will be useful to managers of enterprises in the engineering and other industries, as well as to people responsible for the claim settlement, and will improve the operation of enterprises in this important area.
Keywords
quality, claim, claim settlement, purchased components, supplier evaluation
For citation
Vakulenko E.Sh., Denisova Ya.V. Improving the Claim Procedure at a Machinery Manufacturing Plant. Vestnik Magnitogorskogo Gosudarstvennogo Tekhnicheskogo Universiteta im. G.I. Nosova [Vestnik of Nosov Magnitogorsk State Technical University]. 2023, vol. 21, no. 2, pp. 156-166. https://doi.org/10.18503/1995-2732-2023-21-2-156-166
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