TUTORIAL 10 We start by thinking about the steps involved:

OPERATIONS MANAGEMENT 1) Turn on the hot and cold taps.

CHAPTER 6 – Quality Management and International Standards
SOAL 1 (UAS 2008)
a. What is the definition of quality? Why quality was so important?
b. What is total quality management? Explain the relations between TQM-JIT
and TQM-six-sigma.
2) Is it too hot or cold? If it is, go to step 3, otherwise go to step 4.
3) Adjust the hot and cold taps and go back to step 2.
4) Wait for 2 minutes.
5) Is the bath full? If it is, go to step 7, otherwise go to step 6.
6) Go back to step 4.
7) Turn off the hot and cold taps.
Question: Draw the flowchart from the description above.

SOAL 2 (UAS 2011) SOAL 5

Explain the definition from the item below. Give example for every items. Boston Electric Generators has been getting many complaints from its major
Cost of Quality customer, Home Station, about the quality of its shipments of home generators.
Prevention Cost Daniel Shimshak, the plant manager, is alarmed that a customer is providing
Control Costs
Appraisal cost him with the only information the company has on shipment quality. He
Total cost of quality
Internal failure costs decides to collect information on defective shipments through a form he has
Failure Cost
External failure costs asked his drivers to complete on arrival at customers’ stores. The forms for the
first 279 shipments have been turned in. They show the following over the past
SOAL 3 (UAS 2013) 8 weeks:
PT Longlife produces various furniture such as: dining table, bed, dining chair,
sofa, wardrobe, etc. Based on observation of 100 furniture produced via check Reason for Defective Shipment
No. Of
sheet, there are 4 kinds of defect: defect A, defect B, defect C, dan defect D, with
No. Of Shipments Incorrect
frequency of 40, 30, 20, and 10 respectively. Week Incorrect Damaged Trucks
Shipments with Bill of
You are an operations manager in PT Longlife. You are asked by the director to Truckload Product Late
Defects Loading
improve the quality of the furniture in the company. Choose some of the seven
tools to solve the quality problems in PT Longlife, and explain in details how 1 23 5 2 2 1 0
you will use the chosen tools to solve the problem. 2 31 8 1 4 1 1
3 28 6 2 3 1 0
SOAL 4 4 37 11 4 4 1 2
A flow chart is a way of showing how a task should be carried out. All the flow 5 35 10 3 4 2 1
charts we will be looking at begin with a Start Point and finish with an End 6 40 14 5 6 3 0
Point. Now, try to draw a flow chart for filling the bath with water. In this case, 7 41 12 3 5 3 1
you need to check if there is enough water and whether it is at the right 8 44 15 4 7 2 2
temperature while running the bath.
Even though Daniel increased his capacity by adding more workers to his c. A recent survey of 519 individuals who flew in the 2017 found the
normal contingent of 30, he knew that for many weeks he exceeded his regular following number of complaints about flying, namely, cramped seats (45),
output of 30 shipments per week. A review of his turnover over the pas 8 weeks cost (16), dislike or fear of flying (57), security measures (119), poor
shows the following: service (12), connecting flight problem (8), overcrowded planes (42), late
planes/waits (57), food (7), lost luggage (7), and other problems (51).
Week No. of New Hires No. of Termination Total No. of Workers  What is percentage of survey respondents with nothing to dislike?
1 1 0 30  Draw the Pareto chart that summarizing the problems!
2 2 1 31  If you were managing an airline, based on continuous improvement
3 3 2 32 concept (PDCA), what would you do to resolve the main issue based
4 2 0 34 on the analysis from the previous point?
5 2 2 34
6 2 4 32
7 4 1 35
8 3 2 36

Questions:
a. Develop a scatter diagram using total number of shipments and number of
defective shipments. Does there appear to be any relationship?
b. Develop a scatter diagram using the variable “turnover” (number of new
hires plus number of terminations) and the number of defective shipments.
Does the diagram depict a relationship between the two variables?
c. Develop a Pareto chart for the type of defects that have occured.
d. Draw a fish-bone chart showing the possible causes of the defective
shipments.

SOAL 6
a. What is total quality management? Explain the 7 tools of total quality
management and give pictorial example of each tool!
b. Explain the definition of inspection! In conducting inspection, the
operation manager needs to know the critical point in the system which is
when and where to inspect. Explain several critical points where
inspection may be necessary in manufacturing! (Answer should cover 5
points of inspection).