TOTAL QUALITY MANAGEMENT

RAHMAT NURCAHYO
Materi pembahasan
 memberikan pemahaman mengenai konsep mutu (definisi dan
perkembangan teori mutu)
 mutu ditinjau dari beberapa sudut pandang dan jenis industri

Tujuan perkuliahan:
 Dengan mengikuti kuliah ini maka peserta akan mempunyai
pengetahuan yang luas dan menyeluruh mengenai mutu, dan
pemahaman yang mendalam tentang penerapan sistem mutu pada
suatu industri.
 Silabus Perkuliahan:

 Concept and Definitions

 Quality Management System
 Model for Business Excellence (MBNQA & EFQM)
 Quality Function Deployment
 Quality Costs
 Quality Tools: SPC & 7 Tools
 Jadwal Perkuliahan:

 Sesi 1: Concept and Definitions

 Sesi 2: Quality Management System & Model for
Business Excellence (MBNQA & EFQM)
 Sesi 3: Quality Costs
 Sesi 4: Quiz (bahan sesi 1-3)
 Sesi 5: SPC
 Sesi 6: Kapabilitas Proses
 Sesi 7: UTS (bahan sesi 1-6)
 Jadwal Perkuliahan:

 Sesi 8: Kepuasan Pelanggan

 Sesi 9: Quality Function Deployment
 Sesi 10: 7 tools & 7 new tools
 Sesi 11: Presentasi Tugas (1)
 Sesi 12: Presentasi Tugas (2)
 Sesi 13: Presentasi Tugas (3)
 Sesi 14: UAS (bahan semua sesi)
 Penilaian:

 Kehadiran 10%
 Tugas 10%
 Quiz 10%
 UTS 30%
 UAS 40%

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 Tugas:

Ada beberapa tugas yg berbeda-beda diantara

kelompok, misalnya:
 Pencarian jurnal (“top tier”) & pembuatan rangkuman
 Studi kasus atas penerapan SPC
 Pencarian contoh nyata atas definisi, misalnya
dimensi kualitas
 Buku Bacaan

 Joel E. Ross. (2005). Total Quality Management: Text, Cases &

Readings.
 Evans, J.R. and Lindsay, W.M. (2002). The Management and Control
of Quality. 5th edition. South-Western Publishing Co.
 Besterfield, D.H. et.al. (2003) Total Quality Management. 3rd edition.
Prentice-Hall.
 Goetsch, D.L. and Davis, S.B. (1997) Introduction to Total Quality:
Quality Management for Production, Processing and Services.
2nd Edition. Prentice Hall International Inc.
 Miller, I. and Miller, M. (1995) Statistical Methods for Quality: With
Applications to Engineering and Management. Prentice Hall
International Inc.
Kuliah 1:

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 What is Quality ?

Poor Quality High Quality

Definition of 'Quality'
- perception
- subjective
 Definisi Mutu
• “Fitness for Purpose”. Juran (1988)
• “The total composite product and service characteristics of marketing,
engineering, manufacture, and maintenance through which the product
and service in use will meet the expectations of the customer”. Feigenbaum
(1991).
• “Conformance to requirements.” Crosby (1979)
• “The totally of features and characteristics of a product or service that bear
on its ability to satisfy given needs.” ANSI/ASQC Standard, DIN-53350 &
EOQC

• Feigenbaum, A.V. Total Quality Control. 3rd Edition. Mc-Graw Hill, New York.
• ANSI/ASQC Standard, “Quality System Terminology,” A3-1978, prepared jointly by the American National Standards Institue
(ANSI) and the Amercican Society for Quality Control (ASQC)
• Crosby.P.B. (1979) Quality is Free, McGraw-Hill Book Company, New York.
• Juran, J.M. Quality Control Handbook. 4rd Edition. McGraw Hill, New York.
Quality is a customer determination
- not an engineer’s determination
- not a marketing staff determination
- not a general management determination
 Istilah-Istilah Mutu
(NOTIONS OF QUALITY)

1. Mutu PRODUK (Quality of Products and/or Services)

2. Mutu PROSES (Quality of Process)
3. Mutu OPERASI (Quality of Operations)
4. Mutu MANAJEMEN (Quality of Management)
 1. MUTU PRODUK
 Sudut pandang Manufacturer
 Kesesuaian (conformance),
 Kinerja (performance),
 Karakteristik (features)
 Sudut pandang Pelanggan
 Kinerja (performance), Ketangguhan
(reliability), Daya Tahan (durability)
 Value for money, Features, Estetika
 Layanan Purna-Jual
8 Dimensi Mutu Garvin (1987)[*];
1. Performance. The operating characteristics of the product
2. Feature. Secondary characteristics that supplement the product’s
operating characteristics
3. Reliability. The anticipated failure rate of the product.
4. Conformance. The lack defects in the product when delivered

[*] Garvin, D.A. Competing on the eight dimensions of Quality. Harvard Business Review. Nov-Des. pp101-109.
8 Dimensi Mutu Garvin (1987)[2];
5. Durability. The useful life of the product
6. Serviceability. The ability to obtain satisfactory repair
7. Aesthetics. The customer’s feelings about the appearance of the
product
8. Perceived quality. The customer’s overall feeling about the product
[2] Garvin, D.A. Competing on the eight dimensions of Quality. Harvard Business Review. Nov-Des. pp101-109.
MUTU LAYANAN JASA

Quality of service also relies on the totality of

features and characteristics of service that
bears on its ability to satisfy stated and
implied needs. It involves-
 Meeting requirements of customers;
 Providing courteous service;
 Giving value for money;
 Providing in a timely manner.
10 Dimension of Service Quality
(Zeithaml & Parasuraman, 1988)

 Tangibles
 Reliability
 Responsiveness
 Competence
 Courtesy
 Credibility
 Security
 Access
 Communication
 Understanding
10 Dimension of Service Quality
(Zeithaml & Parasuraman, 1988)

 Tangibles: Appearance physical facilities, equipment,

personnel, and communication material
 Reliability: Ability to perform the promised service
dependably and accurately
 Responsiveness: Willingness to help customers and provide
prompt service
 Competence: Possession of the required skills and knowledge
to perform the service
 Courtesy: Politeness, respect, consideration, and friendliness of
contact personnel
10 Dimension of Service Quality
(Zeithaml & Parasuraman, 1988)

 Credibility: Trustworthiness, believability, honesty of the service

provider
 Security: Freedom from danger, risk, or doubt
 Access
 Communication: Keeping customers informed in language they
can understand and listening to them
 Understanding: Making the effort to know customers and their
needs
 MUTU PROSES
 Kemampuan proses (process capability) - %
kegagalan
 Tingkat penurunan mutu (deterioration rate), mis:
waktu rata2 dari in-control kepada out-of-control.
 Biaya manufaktur per produk unit
 Kemudahan untuk operasi
 Skill of workforce
MUTU OPERASI

 Berkaitan dengan mutu produk atau jasa

yang diinginkan oleh pihak perusahaan
(desired quality).
 Dipengaruhi oleh mutu proses produksi dan
mutu input.
Evolusi Manajemen Mutu
 How they assured Quality?
(1900-)

By inspecting the produced products

inspection (traditional approach) was
intended to ensure that no faulty product
left the factory of workshop

Inspection
– Focused on the product and the detection of
quality problems;
 How the assured Quality?
(1900-)

u Involved testing every item

u Carried out at the end of the production
process
u Relied in work supervisors & trained
inspection
 Pengendalian Mutu
Quality Control (1930- )

Recognized the need of controlling quality

at critical stages of production process. This
involved:
– Focusing in product and the detection and
control of quality problems;
– Testing samples of product and inferring
compliance of all products on a statistical basis;
 Pengendalian Mutu
Quality Control (1930- )

- Exercising control at stages through the

production process;
- Utilizing trained production personnel and
quality control professionals.
 Penjaminan Mutu
Quality Assurance (1950- )

Quality control further evolved, and the

concept of Quality Assurance (QA) was
introduced. QA
– Focuses in building quality into processes to
prevent quality problems in products or
services;
– Monitoring and managing processes to ensure
quality;
 Penjaminan Mutu
Quality Assurance (1950- )

– Occurs during defined/critical stages of all

processes from design to delivery;
– Places reliance on technological innovation for
quality improvements;
– Relies on every person in the organization
 Penjaminan Mutu
Quality Assurance (1950- )

• “All those planned and systematic actions

necessary to provide adequate confidence
that a product or service will satisfy given
requirement for quality”
• "The total effort by a manufacturer to ensure
that its products conform to a detailed set of
specifications and standards”
(International Standard ISO-8402)
 Manajemen Mutu
QUALITY MANAGEMENT & TQM
(1980s ….)
Quality Management is:

“coordinated activities to direct and control

an organisation with regard to quality” (ISO
9000:2000 )=> terbaru ISO 9000:2005
Controlling Process rather than Controlling
People or Product.
 Manajemen Mutu
QUALITY MANAGEMENT (1980s )

 Berkaitan dengan keseluruhan aktifitas dan

elemen yang mempengaruhi kinerja bisnis
suatu industri.
 Dimensi dari “quality of management” ini
berbeda untuk setiap perusahaan.
Total Quality Management (TQM)

More recent concept is the concept of

“total Quality Management “TQM has a
broad focus and requires understanding of:
– Currents and future customer needs,
requirements and expectations;
– Principal that everyone in the organization is
responsible for quality;
Total Quality Management (TQM)

– Process and system approach to work which

requires managing the results of interrelated
steps and activities;
– Factual approach to decision requiring analysis
of data and information;
– Continual improvement as a permanent
objective of the organization.
 TOTAL QUALITY MANAGEMENT
•Policy deployment
•Involve suppliers and
customers
•Involve all operations
•Process management
TQM •Performance measurement
•Teamwork
•Employee involvement
QA QUALITY ASSURANCE
•Quality systems development
•Advanced quality planning
QC •Comprehensive quality manuals
Continual Improvement •Use of quality costs
•Involvement of non-production
Empowering people
operations
Caring for people •Failure mode and effects
analysis
Involvement •Statistical process control
Compliance to specification
INSPECTION QUALITY CONTROL
Allocating blame •Develop quality manual
•Process performance data
•Self-inspection
•Product testing
•Basic quality training
•Use of basic statistics
•Paperwork controls

INSPECTION
•Salvage
•Sorting, grading, re-blending
•Corrective actions
•Identify sources of non-
conformance