Manajemen

ManajemenMutu
MutuTerpadu
Terpadu
Kuliah Sesi

Prinsip-Prinsip Utama TQM

Disampaikan oleh: dr. Mary S. Maryam, MHA, PhD

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

10 Oktober 2015
1

Review
Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

The Quality Gurus Common

Teachings:
Deming, Juran, Crosby, Feigenbaum, etc.
The common thrust behind the

teachings of each of these quality

gurus is the concept of continuous
improvement.
Although their approaches differ in
technique, emphasis, and application,
the objective is the same
continuous improvement of every
output, whether it be a product or a
service, by removing unwanted
variation and by improving the
Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

Total quality management (TQM)

TQM (atau continuous quality improvement, CQI)
bertujuan u/ menciptakan budaya yg memungkinkan
semua pegawai secara terus-menerus mempelajari &
meningkatkan pengorganisasian pekerjaan mereka dg
cita2 u/ memuaskan/memenuhi harapan konsumen.
TQM berfokus pd mutu sbg kunci keunggulan
organisasi dan managerial.
3 unsur kunci (Joiner and Scholtes,1985):
1. The customer as the defining factor in determining quality;
2. Teamwork as a means of unifying goals;
3. Scientific approach to decision-making based on data
collection and analysis.
10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

Model: 3 Fundamental Principles

of Total Quality & 6 Supporting
Elements

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

The Joiner Triangle of

TQM
Custome
r
Focus

Teamwo
rk
Mary-MMT Sesi 5-MKM UHAMKA Angk18

Scientif
c
Approac
10 Oct 2015

Joiner Triangle 1:

Customer Focus

One of the main aims of TQM is customer satisfaction

customers not only patients but also clinical and nonclinical colleagues.
If you meet their needs well you are building quality in
to the service offered by the organization as a whole.
If you treat colleagues badly, then even if you personally
meet the needs of your patients, you have not helped your
colleagues to meet the needs of theirs
You have reduced quality where you could have improved it.
10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

Think of the customer first if

you want the customer to
think of you first

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

10

Organizational Structure:
Bureaucratic Hierarchy

Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

11

Organizational Structure:
Inverted Pyramid

Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

12

Big Amoeba Model

The
unexpected

Manager/Associ
ates

Competitio
n

Executives/Vision
aries
Leader/Associ
ates

Customers
Competitio
n
Competitio
n
Mary-MMT Sesi 5-MKM UHAMKA Angk18

Communicati
on

Regulation

10 Oct 2015

13

Joiner Triangle 2:

Teamwork

TQM seeks to create a climate or culture of

teamwork where everyone is continuously
striving to improve the quality of their work.
This means getting everyone to work as part
of a problem-solving team and to change
management practices as a result.
The process of managing change in teams
needs to be more structured
10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

14

pp. 6-4
10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA Angk18

15

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA Angk18

16

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA Angk18

17

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA Angk18

18

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

19

Leadership
e Principle of Creative Tens
Visio
n
Creative
Tension

Current
Reality

Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

20

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA Angk18

21

QQ
ue
ue
sti
sti
on
on
ss
to
to
as
as
kk
yo
yo
ur
ur
se
se
lflf
Mary-MMT Sesi 5-MKM UHAMKA Angk18

10 Oct 2015

22

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

23

Joiner Triangle 3:

Scientific Approach

A final key element to TQM is that quality should

which produce a service be scientifically
designed into the systems
If quality is built into every stage in the process
of service development the final product - the
service received by the patient - will be high
quality.
The typical scientific approach employs the plando-study-act (PDSA) cycle originally put
forward by Deming
10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

24

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

25

10 Oct 2015

Mary-MMT Sesi 5-MKM

UHAMKA Angk18

26

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

27

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

28

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

29

Wassalamualaikum wr. wb.

Terima Kasih

10 Oct 2015

Mary-MMT Sesi 5-MKM UHAMKA

Angk18

30