The Quality Of Life Depends On The Quality Of Goods And Services

2024 Author: Gavin MacAdam | [email protected]. Last modified: 2023-12-16 13:38

The planet celebrated World Quality Day last week. And on the air of the network broadcasting "Vechernyaya Moskvy" a round table was held on the topic: "The quality of goods and services - the quality of life." It was attended by laureates of the annual National Consumer Confidence Award "Brand No. 1 in Russia-2018"

It is worth listening to the opinion of our experts, because they are representatives of the most beloved, "people's" companies - they understand the quality of goods and services like no one else. The conversation with the market leaders, of course, turned to quality.

Life without blemishes

“If you decide to use dry cleaning, then I would advise you to pay attention to the following points: the courtesy of the inspector, adherence to the deadlines for the performance of work and, of course, the quality of the service itself,” said Yulia Dubinina, a teacher of her own dry cleaning training center “Diana”. - Here, for example, the entire staff of the company regularly undergoes training and professional development. And we clean things, strictly observing all technological standards and GOSTs.

As Yulia Vladimirovna explained, cleaning can be different, but all of it involves the destruction of pathogenic microflora.

- One of the most important points in the work of dry cleaning is stain removal, - clarified Yulia Dubinina. - Today we have at our disposal the most complete line of modern technologies, equipment and preparations that allow us to cope with even the most difficult pollution. "Diana" includes 23 factories where work is carried out, and more than 650 collection points.

From point "A" to point "B" with all the amenities

Tatyana Zhdanova, Head of Passenger Service at the High-Speed Railroad Directorate - Russian Railways Branch, spoke about how the company improves the quality of customer service on high-speed Sapsan trains.

- We have introduced the Sapsan service school, which trains guides and other personnel. The expectations of passengers from the trip are no longer limited only to moving from point A to point B. Requirements for the level of services provided and quality are constantly growing. Today, passengers are interested in speed, service and comfort. There are no trifles in the service, every detail matters - how you were greeted on the train, greeted, smiled, what dishes were on the menu, how they were served, showed concern … These are important factors that largely determine whether a passenger will return or buy a ticket from someone else.

As Tatyana Aleksandrovna explained, she communicates with passengers every day, besides, polls are conducted monthly. And, as it turns out, every little thing matters.

“Among our passengers, by the way, there are quite a few foreigners, and many of them note that they have never met such a level of service,” says Tatiana Zhdanova.

Safety first

Research and Production Association "StarLine" offers another service - car theft protection.

“We develop, manufacture and sell smart security and telematics equipment for car protection,” says Ivan Dmitriev, head of the company's quality department. - Competition in this market is high, but we win because we try to think ahead, anticipating customer expectations. To do this, you have to constantly develop - there is simply no other option. NPO StarLine has created a Security Academy, where manufacturers, and official representatives, and sellers of our equipment are trained.

As the expert explained, the company is well acquainted with the methods of hijackers and is working proactively. That is why there have not been any cases when the car disappeared and was not found.

“At the same time, our goal is not only to protect the car, but also to make our technologies affordable and comfortable to use for car owners,” explained Ivan Dmitriev.

Torex doors - modern solutions, proven quality

The Torex company is also engaged in security, producing entrance doors.

- According to international standards, it is considered that the service life of the door should be 10 years. And it must withstand 100 thousand full working cycles (openings and closings), - says the head of the quality management service of the company Vasily Shalakov. “Tests have shown that our door can withstand 500,000 openings. This means that if you follow the operating recommendations, it will last much longer.

Another indicator of the quality of an entrance door is a reliable locking system.

“Our company cooperates with the world's leading manufacturers of locks, both domestic and foreign,” noted Vasily Sergeevich. - When choosing a locking system, we evaluate its reliability as a whole, the presence of various secrecy mechanisms. Naturally, we keep an eye on how the needs of consumers are changing. About five years ago, for example, when buying a door, customers paid special attention to protection against wringing of the canvas. We began to install locks with thicker crossbars, introduced a lock with crossbars equipped with special "hooks". Now people are paying more and more attention to comfort, smart technologies are gaining more and more popularity. To meet this demand, we are developing doors whose locking systems can be controlled via a smartphone. The function is convenient: you can, for example, go out with the dog for a walk or go for a run in the morning and not take the keys with you. Or, say, having the ability to open the door remotely, you can not give the key to the child so that he does not lose it.

The company also cares about the service. Today, there are about a thousand branded salons in the country offering Torex doors. They have service departments working, as a rule, every day and around the clock. Specialists will not only professionally install the door, but also adjust it, replace the locks or open them if necessary.

Target a familiar taste

At the round table, it was the turn of the sweets. The Chistaya Liniya group of companies produces ice cream.

“We all grew up in the USSR and got used to a certain taste of this delicacy,” Armen Beniaminov, vice president of the “Clean Line” company, smiles nostalgically. - In the 1990s, many different manufacturers, including foreign ones, appeared on the market, and the taste of ice cream has changed. I will not say that he has become worse, but he has become different. In addition, ice cream with vegetable oils appeared instead of the usual milk fat for the consumer. And so we decided to produce ice cream according to the old Soviet GOST - with the usual taste - the taste of childhood. In 2007, we launched production, and our ice cream in foil on a wooden stick instantly became a hit of sales! Now, in terms of sales, we are the fifth largest in Russia and the first in Moscow and the Moscow region.

Recently, as explained by Armen Iosifovich, the Group of Companies decided to launch the project “Oh! Eskimo , to meet directly with the consumer. In the capital's supermarkets, the manufacturer's points have appeared, where any customer can prepare ice cream himself, choosing the combination he liked from several varieties of ice cream and glaze. Then the selected ice cream, in front of the consumer's eyes, is immersed in the glaze chosen by him …

- Our market has the highest competition, and this is good, because it constantly keeps us on our toes. We constantly come up with new types and control the quality of the product, - explained Armen Beniaminov. “For example, we even check the cows from which milk is taken for the production of our product. Of course, we also check the raw materials themselves - so that, for example, they do not contain antibiotics, vegetable fats, sterols. That is why we are called "Clean Line".

Butter, cottage cheese, packaging

By the way, about your favorite products. On store shelves today you can find a wide range of butter from different manufacturers. But consumers, voting on "Narodnaya Marka", called "Vkusnoteevo" the best.

“Our product became“Brand No. 1 in Russia”because we managed to distinguish ourselves from competitors, to make the product better both in taste and appearance,” said Anatoly Losev, CEO of the Molvest group of companies. - We produce butter using the technology of cold churning: the cream does not heat up, the milk protein is preserved, the taste of the butter is as natural as possible. That is why our oil is so delicious!

The Vkusnoteevo brand produces butter of a unique shape, which resembles a loaf of bread - it is created for the perfect sandwich.

“We left the traditional foil packaging for butter and began to use a tactilely pleasant linkaver, which also makes our product stand out on the shelf,” Anatoly Nikolayevich pointed out.

According to him, the main component of the success of Vkusnoteevo curd is the best raw materials, namely “milk from our farms, which are located in the center of the Black Earth Region. Milk goes through the stages of a multi-level independent examination and a comprehensive quality assessment. The second component is specially selected starter cultures. It is they that make it possible to provide the required amount of beneficial lactic acid microorganisms, the taste and structure of crumbly curd grains. Thirdly, it is an automated, closed production process that ensures the purity and safety of the product.

“As a result, we get Vkusnoteevo cottage cheese with friable grain and mild taste,” Anatoly Losev summed up. - Any dishes are easily made from our cottage cheese: delicious cheese cakes, aromatic pastries and diet smoothies. For those who just love cottage cheese, there is a simpler recipe: add your favorite dressing to the cottage cheese: berries, honey, sour cream … Believe me, this is very tasty!

Catch up and overtake Italy

The Baysad company is one of the Russian leaders in the pasta market.

“We produce not only pasta (our product is a“locomotive”), but also wheat flour and confectionery,” says Larisa Levina, head of the company's sales department. - Nutritionists advise buying pasta from durum wheat - they contain the so-called "slow" carbohydrates, which satisfy hunger for a long time and, most importantly, do not increase blood sugar. Therefore, I would advise you to carefully read the label when buying, and then pay attention to whether the pasta is “boiled” or its shape has changed slightly,”advises Larisa Anatolyevna. - If they are boiled or the cooking time is several times exceeded, then, most likely, they are made from soft wheat varieties. Remained "in shape" - from solid, like our products.

By the way, the pasta from "Baysad" is so high quality that retail chains order them from the manufacturer in order to sell them under their own brands. And the popularity of pasta in the country is growing. Consumption growth for the year is 9.7 percent.

- Today, on average, the "average" Russian eats 7-8 kilograms of this product per year. In Italy, for comparison, this figure ranges from 25 to 40 kilograms, depending on the region of the country, - Larisa Levina cited the figures.

By the way, these data completely refute the myth that pasta, allegedly, contributes to weight gain. After all, Italians - their main consumers - cannot be called a complete nation.

- The "macaroni" tastes of Russians have not changed in recent years. 94 percent of all products sold are traditional spaghetti, horns, shells, noodles. Exotic species account for only 6 percent of the market, - said the expert.

Quality management is an ongoing challenge

One of the most popular drinks among Russians is beer. How good is this product? Kirill Kuptsinelli, Head of the Integrated Management System Service at Baltika Brewing Company (part of the Carlsberg Group), explained:

- The brewing industry is one of the most transparent, all information about the products is indicated on the label. Baltika Breweries, the leader of the Russian brewing market, produces products that meet all established standards and requirements. The company's products are produced on modern equipment, and due to the fact that eight factories of the company are located throughout Russia, beer always comes to retail outlets fresh. This, as well as the high quality and availability of different varieties for different audiences, makes Baltika beer the most popular in the country.

As the expert explained, in order to achieve uniform quality at all sites, Baltika has implemented an integrated management system that includes five ISO standards.

“A systematic approach that combines the requirements of all the standards we have implemented allows us to effectively manage the processes in the company and achieve the set goals,” explained Kirill Kuptsinelli. - Quality management - constant work to ensure a high organizational and technical level of production, to create products that are optimal from the point of view of the consumer. Baltika, in turn, does everything possible to be sure that the consumer trusts us.

Cleanliness is the key to health

We switched from products to another topic. Not a single house today can be imagined without household chemicals. Namely, cleaning and detergents. B&B Family Company produces such well-known brands as Unicum (winner of the Mark No. 1 award in Russia in the category of kitchen cleaning products), EasyWork, Cotico and Vaily ecological cleaning and laundry products, which have been steadily gaining popularity among consumers lately.

“We have been on the market for over 20 years and have learned how to produce truly unique products,” says Tatiana Bosinzon, Marketing Director of B&B Family Company. - For example, our Unicum GREASE REMOVER usually gives results that exceed expectations! This product allows you to deal with 10 years old stains that could not be wiped off with many other products.

As Tatyana Aleksandrovna explained, the company manufactures its products in Russia, in Vidnoye, near Moscow.

- The basis of everything is water. We have our own artesian well at the plant with a multi-stage cleaning system. High-quality raw materials from Russian and European manufacturers, quality control at each production stage and compliance with all requirements of Russian legislation allowed our products to achieve such a high level of quality.

How much does a good roof cost?

Many Muscovites have a country house. And what is a house without a secure roof?

The Finnish company KATEPAL has been producing high-quality roof tiles for decades.

“Today KATEPAL is a quality standard, a brand that is used to describe the product itself - like a crerox and a diaper,” says Yulia Izvoshchikova, CEO of the exclusive distributor of KATEPAL in Russia.

According to Yulia Aleksandrovna, the problem is that not everyone can afford the Finnish quality.

“There are a lot of tile manufacturers today, and some buyers prefer to buy cheaper, not wanting to think that in five years they will have to change this roofing material,” the expert explained. - Everyone knows the saying "We are not rich enough to buy cheap things", but not everyone follows it.

- KATEPAL has a limited number of distributors in Russia. We select and train them quite rigidly, because they are an extension of us, and we value our name! - said Yulia Izvoshchikova.

According to her, KATEPAL maintains its strong position in the market thanks to its consistently high quality. In principle, the manufacturer does not switch to cheaper raw materials.

From Paris to Nakhodka

Elvira Kuzubova, Deputy Commercial Director of United Europe - Elite, the exclusive representative of the OMSA brand in Russia, also took part in the round table. As it turned out, many remember the bright advertising slogan - "From Paris to Nakhodka Omsa - the best tights!"

“This brand is still the market leader in the middle price segment,” explained Elvira Genrikhovna. - The main reason is consistently high quality. All products are made from polyamide 66 or nylon. This is a hypoallergenic canvas, that is, it does not cause allergies.

How to choose quality tights?

- The easiest way is to stick your hand inside the tights. The brush should not cling to anything. Otherwise, you have a product made of bad material,”Elvira Kuzubova shared her secret.

She also noted that recently, the issue of the quality of tights has been raised by public organizations. Among them is Roskachestvo.

- Product research is underway, but it is not always correct. For example, tights of low and high price segment are compared with each other, and it is clear who wins. This is roughly how to arrange a competition between Zaporozhets and Mercedes, - Elvira Genrikhovna explained. - If you are familiar with the results of such studies, I would recommend finding out what is being compared with what - so as not to draw wrong conclusions for yourself.

Learn from competitors

The company "Navien Rus" is engaged in the supply and maintenance of heating equipment. Nikita Golubev, Head of Marketing, believes that Russian companies are gradually improving their products, which are getting better year after year.

“However, the overall level of reliability and efficiency of Russian heating equipment is still significantly lower than that of European or Asian competitors,” the expert believes. - It is important to emphasize that abroad technologies in this segment have been continuously developing for many decades. But there are also country differences. In Italy, for example, the principle of clustering is used, when production chains of 10-15 brands are localized within a small territory. In Korea, on the contrary, they are following the path of consolidation, supporting several successful manufacturers, including NAVIEN. Along with this, the very structure of demand in Europe and Asia is pushing manufacturers to improve their technologies and production capacities.

As for the quality of installation and service in Russia, here too, according to the expert, foreign brands contribute. Thus, European and Asian companies themselves conduct training of specialists and their certification, as well as monitor the quality of the service provided to end users. In the first five years alone, Navien Rus, within the framework of its technical academy, trained seven thousand service specialists and helped open more than 400 service centers throughout Russia.

Seed technology

Oleg Sadovskikh, executive director of Smart (TM DZHINN), believes that in recent years the quality of services and goods offered to Russian consumers has slightly increased. This is due, first of all, to the growth of internal competition in the opened possibilities of import substitution and a decrease in the purchasing power of the population.

“It can be noted that the majority of manufacturers are fighting for the consumer more and more in the direction of improving the quality or improving the consumer properties of goods,” says Oleg Sadovskikh. - Of course, the race for a low price has not gone anywhere, since the policy of retail chains is known to everyone. But it should be noted that the consumer votes with his wallet not only based on the price. The modern consumer is becoming more educated, more mobile and technologically advanced. He has his own selection toolkit, allowing him to have a multilateral opinion about the offered goods and services. And the quality of the final product plays an important role here.

Our company sees this long-term trend. We build our strategy for the development of the JINN brand on the basis of a special attitude to the quality of our products.

All processes of selection, procurement, storage, transportation, processing of raw materials and production of finished products are carried out by highly qualified specialists of the company and are regulated by international quality standards. All raw materials used in the production of high-quality roasted seeds of TM "JINN" are of Russian origin, which additionally guarantees consumers the quality, naturalness and environmental friendliness of our products.