01 Pengantar kUALITAS 2011ppt

8/3/2019 01 Pengantar kUALITAS 2011ppt

1/31

Pengantar

Manajemen Kualitas

Presented by

DR.IR. H. HASMAND ZUSI. M.SC


2/31

PENGANTAR MANAJEMEN KUALITAS

Semoga setelah mengikuti pelajaran ini,saya akan menjadi Pribadi yang lebihberkualitas dari hari hari sebelumnya

Jika kualitas saya nanti akan sama sajadengan hari ini, saya telah merugi


3/31

NILAI.?????

UTS= 30 %

UAS = 30 %

PRESENTASI=25%

Kehadiran= 15 %

Total = 100 %


4/31

Selamat Belajar


5/31

Getting Ahead of theCompetition

Jadikan diri anda yang terbaik


6/31

Performance to the standard expected by thecustomer Fred Smith , CEO FEDEX

Providing our customers with products andservices that consistenlymeet their needsand expectations (Boing Management)

Doing the right thing right the first time ,alwaysstriving for improvement andalways

satisfying the customer.. (The US Dept.of Defense)


7/31

Menurut Edwards Deming

Kualitas bagi seorang pekerja pabrik, adalah

apabila dia merasa bangga dengan hasil kerjanya yang bagus.

Kualitas kerja yangjelekberarti diakehilangan pekerjaan, di pecat, kondite jatuh,

kehilangan harga diri


8/31

Banyak pendapat tentang definisi Kualitas, seperti :

Quality involves meeting or exceeding customer expectations

Quality applies to products, services,people,processes andenvironments

Quality is an ever-changing state What is considered qualitytoday may not be good enough to be quality tomorrow

QUALITY IS A DYNAMIC STATE ASSOCIATED WITHPRODUCTS, SERVICES, PEOPLE,PROCESSES ANDENVIRONMENT THAT MEETS OR EXCEEDSEXPECTATIONS .


9/31

SEGALA SESUATU YANG MELEKAT PADA

SEBUAH PRODUK ATAU JASA YANG MAMPUMEMENUHI BAHKAN MELAMPAUI TUNTUTANDAN HARAPAN KONSUMEN.


10/31

Mudah dalam penggunaan (easy of use) Mudah didapat (accessibility )

Harga kompetitive ( The price is right)

Tahan lama (Durability) Ada nilai estetikanya

Memberikan rasa bangga, aman dst (Prestige)

Pencitraan diri (Self Image)

dst


11/31

People define quality in many ways. Qualtiy as superiority or excellent

Quality as a lack of manufacturing or service defects Quality as related to Product feature or price


12/31

Quality could be one of

Perfection

Consistency

Eliminating waste

Speed of Delivery

Compliance with policies and procedure

Providing a good, usable product

Doing it right the first timeDelighting or Pleasing Customers

Total Customer Service and satisfaction


13/31

Manufacturing Product

8-quality dimensions

1.Performance a products primary operatingcharacteristics

2.Featuresthebells ans Whistles of a product

3.Reliability the probability of a products surviving overa specified period of time under state condition of use.

4.Conformancethe degree to hich physical and

performance characteristic of a product match pre-establish standard

5.Durabilitythe amount of use one gets from a productbefore it phisically deteriotes or untill repalcement ispreferable

6.Serviceabilitythe ability to repair a product quickly

and easily7.Aestheticshow a product lokks, feels, sounds, tastesetc

8.Perceived quality subjective assessment resultingfrom image, advertising or brand names


14/31

8-Quality dimension inServices1.TimeHow much time must a customer wait?

2. TimelinessWill a service be performed whenpromised?

3. Completeness Are all items in the orderincluded?

4. CourtesyDo frontline employees greet eachcustomer cheerfully?

5. ConsistencyAre service delivered in thesame fashion for every customer, and everytime for the same customer ?

6. AccessibilityIs the service easy to obtain ?

7. Accuracy Is the service performed right thefirst time ?

8. ResponsivenessCan service personnel reactquickly and resolve unexpected problems ?


15/31

The Production of Service differsfrom Manufacturing in many ways.

1.Customer needs and peformancestandard are often difficults to identify andmeasure, primarily because the customerdefine what they are , and each customer isdifferent

2.The production of services typicallyrequires a higher degree of customizationthan does manufacturing. Bagi seorang Dokter ,lain pasien lain cara pendekatannya . Inmanufacturing the goal is uniformity


16/31

The Production of Service differs from Manufacturingin many ways.

3.The output of many service systems is

intangible, whereas manufactruring istangible. Manufacturing quality can beassessed againts firm design specification,but service quality can only be assessedagaints customers subjective, neboleus

expectation and past experiences.Manufacturing goods can be replace bymanufacturer, but poor service can only befollowed by apologies and reparations.

4. Service are produce and consumedsimultaneously. Whereas manufacturedgoods are produced prior to consumption.In addition service can not be stored,inventoried.


17/31

The Production of Service differs fromManufacturing in many ways.

5. Customer often are involved in the service processand prevent while it is being performed. Whereasmanufacturing is performed away from the customer.

6. Service are generally labor intensive, whereasmanufacturing is more capital intensive. The quality ofhuman interaction is a vital factor for service thatinvolve human contact. The quality of hospital care

depends heavily on interactions among the patients,nurses, doctors, and other medical staff.


18/31

Principles of Total Quality

1. Customer focus

2. Process orientation

3. Continous Improvement

4. Empowerment and Teamwork

5. Management by fact

6. Leadership and Strategic

planning


19/31

CUSTOMER FOCUS

The Customer is the judge of Quality

Understanding customer needs, bothcurrent and future

Listening and learning from customer

Measuring their satisfaction relative to

competitors

Building relationships with customer.


20/31

Process Orientation

a Process is a sequence of activities that is intendedto achieve some result.

a Process is how work created value for customers


21/31

Continuous Improvement and

Learning

Enhancing value to the customer throughnew and improved products and services

Improving productivity and operationalperformance through better work processesand reductions in errors, defects, and waste

Improving flexibility, responsiveness, and

cycle time performance


22/31

Continuous Improvement and Learning

Enhancing value to the customer through new and

improved products and services

What does it means ?

Prof. Noriaki Kano suggest that three classes of customer needsexist :

Dissatisfiers

Satisfiers

Delghters/ exciters


23/31

Dissatisfiers

Those needs that are expected in a product or service,such as a Radio, Tool kits , and require safety featuresin an automobile. Such items generally are not stated bycustomers but are assumed as given.

If they are not present, the customer isDISSATISFIED


24/31

Satisfiers

Needs that customers say they want, such airconditioning or a compact disc player in a car.

Fulfilling these needs creates

Satisfaction


25/31

Delighters / Exciters

New or innovative features that the customer do notexpect. When first introduced, antilock brakes and airbags were examples of exciters. Newer concepts stillunder development, such as collision avoidance system,

offer other examnples.

These presence of such unexpected features, if valued ,leads to high perceptions of quality

Will make the customer feel

Delighted/ Excited


26/31

So What . ??? What the correlation with

improving product and services ???

Over time, delighters/ exciters customersbecome satisfiers as customers become used to /

familiar with them ( Air bag, Central lock, anti lock brakesetc)

Satisfiers become dissatisfiers.

Therefore company must innovate continuallyand study customers perceptions to ensure

thattheir needs are being met


27/31

Empowerment

A companys succes depends increasingly on the

knowledge, skill, and motivation of its work force

Employee success depends increasingly on havingopportunities to learn and to practise new skills

Empowerment

Simply means giving people authority- to make decisionsbased on what they feel is right, have control over theirwork, take risks and learn from mistakes, and promote

change


28/31

Management by fact

Organization need peformance measures for threereasons :

1. To lead the entire organization in a particular direction ;that is; to drive strategies and organizational change

2. To manage the resources needed to travel in thisdirection by evaluating the effectiveness of action plans

3. To operate the processes that mnake the organizationwork and continuuosly improve


29/31

Leadership and Strategic Planning

Leadership for Quality is The responsibility of topmanagement.

Senior leadership must set direction

Create a customer orientation

Clear quality values

High expectation that address the needs of all stakeholders

Built them into the way the company operates

Lips service to quality improvement is the kiss of death


30/31

dont make

your

customer

Angry


31/31

Akhirnya

Semoga anda puas

01 Pengantar kUALITAS 2011ppt

Documents

Transcript of 01 Pengantar kUALITAS 2011ppt