Quality of expertise and expertise of quality.

Petrescu, Ligia ; Marin, Gheorghe

1. INTRODUCTION

The most common interpretation of the term quality in engineering and manufacturing is the non-inferiority, superiority or usefulness of something. There are two common applications of the term quality as form of activity or function within a business. One is Quality Assurance which is the "prevention of defects", such as the deployment of a Quality Management System and preventative activities. The other is Quality Control which is the "detection of defects", most commonly associated with testing which takes place within a Quality Management System typically referred to as Verification and Validation. Taguchi's definition of quality is based on a more comprehensive view of the production system, and he relates Quality (or, more precisely, the lack of it) to "The loss a product imposes on society after it is shipped". Involving with expertise, quality can have two meanings: the characteristics of an expertise that bear on its ability to satisfy stated or implied needs and an expertise free of deficiencies. In expertise report, quality control and quality engineering are involved in developing systems to ensure expertise is designed and produced to meet or exceed customer requirements. These systems are often developed in conjunction with other business and engineering disciplines using a cross-functional approach.

2. THE EXPERTISE QUALITY ASSURANCE

The expertise quality assurance covers all activities from documentation, design, development, realization and consulting. This introduced the rules: "fit for purpose" and "do it right the first time".

The quality of the expertise is based on a special standard (Greavu et al., 2005). The realization of the Professional Standard for the activity of the extra judiciary technical experts was assumed by the Extra Judiciary Technical Experts and Consultants' Society from Romania. According to the protocol to establish an occupational standard, such activity begins with an occupational analyze, what he represents, what he must know and what he must do. He must demonstrate fundamental, general and specific competences, which are fundamental elements for a high quality expertise.

Critical to Quality (CTQ) is the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. CTQs align improvement or design efforts with customer requirements. CTQs represent the product or service, this time the expertise characteristics that are defined by the customer. They may include the upper and lower specification limits or any other factors related to the expertise. A CTQ usually must be interpreted from a qualitative customer statement to an actionable, quantitative business specification. To put it in layman's terms, CTQs are what the customer expects of an expertise the spoken needs of the customer.

If the quality of an expertise is to be evaluated, a quality model is needed, plus a method for evaluation and a quantitative scale of measures. A model is an abstract representation of an object: according to this very general definition, which implies the existence of several classes of models, it can be define a quality model as a structured set of quality requirements. The problem of defining a quality model to be used in the evaluation of an expertise is to obtain values that result from weighing the quality characteristics according to their criticality evidence, a quality profile which can be used both for evaluation and certification.

Generally speaking about quality characteristics, there are some external characteristics like: correctness, usability, efficiency, reliability, integrity, adaptability, accuracy and robustness. Like internal characteristics they can be mentioned: maintainability, flexibility, portability, reusability, readability, testability and understandability. It's important to work on a project what is the priority and it's also important not to underestimate the effect of all the unspoken tacit decisions made by developers in the course of their work: the unspoken assumptions. Setting clear goals is a pretty key management tenant, but one easily forgotten. Some of these characteristics are the most important:

* Customer Facing (most of the External Characteristics)

* Maintenance and Design (most of the Internal Characteristics)

* Defects.

Each review role had a cheat sheet which consisted of the relevant characteristics to look for, and some check lists. This helps ensure visibility of the quality priorities into the code review, which makes them doubly hard to ignore.

3. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CONCEPT IN EXPERTISE

Customer Relationship Management is often referred to the marketing. There is no complete agreement upon a single sense of the term. CRM can be considered from a number of perspectives. The customer "satisfaction" has a growing weight in the expertise success assurance. What is to do in this direction can be expressed in two strategies:

* Strategically vision of the organization which express orientation to the customer and planes to create new value for both customer and organization;

* Operational strategy which express the way to transpose in reality the planes of the customer relationship management through the customer needs and expectations knowledge and answering (Fig. 1).

[FIGURE 1 OMITTED]

CRM is a combination of philosophies, policies and strategies connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.

The technical expert must adapt oneself to the market demand and supply. His service is accorded to the customer behaviors. The quality of expertise determines and is determined by the customer satisfaction / unsatisfaction. A dissatisfied customer imparts his unsatisfaction to minimum ten persons, but a satisfied customer imparts his satisfaction only to three persons. To gain a new customer is ten times expensive then to maintain an old one. Around 80-95% of the customers are disposed to spend more for a high quality of the needed expertise (Dragulanescu et al., 2003).

4. EXPERTISE OF THE QUALITY

Expertise of quality is similarly with the audit of quality. The quality's audit cans refer to an entire system of quality, to a process, or to a product. The audit of quality aims at the identification of the possible improvements of the system / process / product. Expertise of quality means in plus to cooperate to solve the problems using the knowledge, abilities and skills of an expert. The expertise gives the solution of the problems, and the expert grants consulting services.

The quality's management instruments (Fig. 2) are applied for three principal goals (Dragulanescu, N. et al., 2003):

* Identification of the problems to be solved and their causes by The Affinity Diagram (Fig. 3) and The Relations Diagram (Cause-Effect) (Fig. 4);

* Establishment of the solutions necessarily to solve the problems by The Matrix Diagram and The Tree Diagram (Foster, T. 2001);

* Determination of the concrete program to solve the problems by The PERT Diagram and The Decisions Diagram (Radaceanu, E. 2001).

[FIGURE 2 OMITTED]

[FIGURE 3 OMITTED]

[FIGURE 4 OMITTED]

A special instrument of the quality management is "benchmarking". It is used to evaluate the quality performances of an organization, with the purpose to make a comparison with an organization which is considerate a referential.

5. CONCLUSION

The expertise and the quality are the two elements on which the accepted experts and their reports are based on a sustained effort to improve their expertise activity.

6. REFERENCES

Dragulanescu, N. & Dragulanescu, M. (2003). Managementul calitatii serviciilo, (Services Quality Management), AGIR Publisher, ISBN 973-8466-33-4, Bucuresti.

Foster, T. (2001) Managing Quality--an integrative approach, Prentice Hall Publisher, New Jersey.

Greavu, V.; Popa, D. et al (2005). Expert thnic extrajudiciar (Extrajudicial technical expert), AGIR Publisher, ISBN 973-720-026-8, Bucuresti.

Petrescu, L. (2004), The Engine System Study Of Reliability, 4th International Conference "Research and Development in Mechanical Industry" RaDMI 2004 31 August--04. September 2004, Zlatibor, Serbia and Montenegro, ISBN 86-83803-18X pag. 412-418

Radaceanu, E.(2001). Management, BREN Publisher, ISBN 973-8143-66-7, Bucuresti.