Dr. Ellysa Nursanti, ST. MT.

1

ASQ – “Kualitas adalah suatu terminologi yang bersifat

subjektif, masing-masing orang memiliki definisinya sendiri”

Deming (Out of the Crisis) - “non-faulty systems”

Juran (Quality Control Handbook)- “fitness for use”

Crosby (Quality is Free)- “conformance to requirements”

What is Quality?

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DUA PERSPEKTIF KUALITAS

Sumber: Russel, 1996

Gambar 1.1 Dua Perspektif Kualitas

Arti Kualitas

Pandangan Produsen Pandangan Konsumen

Kualitas kesesuaian

Sesuai standar

Sesuai biaya

Kualitas Desain

Karakteristik

kualitas

Harga

Fitness for

consumer use

Produksi Pemasaran

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Customers

Government

Manufacturer

Persepsi Kualitas

the quality of the design (look, feel, function)

• conformance to requirements (Crosby)

• costs of quality (prevention, scrap, warranty)

• increasing conformance raises profits

• products should be safe

• not harmful to environment

4

Stout’s View

Quality = Performance

Expectation

5

Manufacturing dimensions Service dimensions

Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality

Reliability Responsiveness Assurance Empathy Tangibles

Value-based Approach

6

Persaingan global yang semakin ketat

Tingginya tuntutan konsumen

Transparansi keterbukaan

Kemajuan Teknologi

7

Tantangan

Mengurangi frekuensi pengerjaan ulang (rework), kesalahan, penundaan

Menggunakan waktu dan material dengan lebih baik

Dapat mengurangi biaya produksi 15 - 20%.

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Manfaat Kontrol Kualitas

9

Hirarkhi Kualitas

Inspection

Quality Control

Quality Assurance

Total Quality

Management

Pelaksanaan kegiatan QA/QC

dalam sistem manajemen

perusahaan bertujuan untuk

memenuhi tuntutan pelanggan

Tindakan untuk meyakinkan

bahwa produk atau jasa

yang diberikan sesuai

dengan persyaratan

Teknik-teknik Operasional agar

pemeriksaan lebih efisien dan

mengurangi biaya kualitas.

Pencegahan

Pemeriksaan

SPC

SQC

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Nilai kualitas

Nilai kualitas adalah indeks penilaian pelanggan, yang merupakan harga yang dibayarkan pelanggan atas hasil atau manfaat yang dirasakan karena kualitas produk atau proses sesuai dengan harapannya (Bester, 1999).

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11

BIAYA KUALITAS

Cost of achieving

good quality

Cost of poor quality

Prevention costs

Appraisal costs

Internal failure costs

External failure costs

Qu

ality p

lann

ing

co

sts

Pro

du

ction

desig

n

costs

Pro

cess costs

trainin

g co

sts

Info

rmatio

n co

sts

Insp

ection

&

testing

costs

equ

ipm

ent T

est costs

Op

erator co

sts

Scrap

costs

Rew

ork

costs

Pro

cess failure co

sts

Pro

du

ct liability

co

sts

Warran

ty claim

s co

sts

Pro

du

ct return

co

sts Cu

stom

er co

mp

laint co

sts

Pro

cess do

ntim

e co

sts

Price-d

ow

ng

radin

g

costs

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Bagaimana hubungan Kualitas dengan Biaya?

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Perlunya

Quality by Objective (QBO)

Kualitas, Produktivitas dan Efisiensi

Omachnu dan Beruvides (1998)

Produktivitas =

dimana:

input = sumber daya yang digunakan

output = hasil yang dicapai

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Sementara itu, efisiensi dirumuskan sebagai:

Efisiensi = __standar jam kerja yang menghasilkan x 100%

jam kerja yang sesungguhnya digunakan

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Increased productivity

Quality

Conformance to

requirements

Meets customer

expectation

Exceeds customer

expectations

Superiority to

competitors

Reduced rework/repair

Reduced costs

Avoids customer

dissatisfaction

Reduced returns,

complaints, warranty

Customer satisfaction

Reputation

Increased market

Premium prices

Increased profit

Theoretical framework relating quality and performance

Lost Opportunity

Scrap

Rework

Inspection

Warranty Rejects

Lost sales

Late delivery

Engineering change orders

Long cycle times

Expediting costs

Excess inventory

The Cost of Poor Quality (COPQ) “Iceberg”

Traditional Quality Costs

Additional Costs of Poor Quality

(intangible)

(tangible)

4-8%

25-35%

(Easily Identified)

(Difficult or impossible to measure)

Lost Customer Loyalty More Setups

FOUR MAIN GROUPS

1. Management Responsibility.

2. Resource Management.

3. Management of Process.

4. Measurement, Analysis and Improvement.

Quality Planning Quality Control Quality Improvement

• menentukan konsumen

• menentukan kebutuhan konsumen

• mengembangkan produk = f (kebutuhan)

• mengembangkan proses = f ( produk)

• evaluasi produk

• membandingkan dengan tujuan

• perbaikan

• infrastruktur

• melihat kemajuan yang dicapai

• motivasi tim

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Trilogi Kualitas – M Juran

Genichi Taguchi Shigeo Singo

Memasukkan faktor engineering untuk menurunkan gangguan proses sehingga dapat meningkatkan keuntungan

Konsep Zero Defect

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Genichi Taguchi & Shigeo Singo

• check sheet,

• histogram,

• cause - effect diagram,

• scattered diagram,

• stratification,

• Pareto diagram,

• control chart

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KAORU ISHIKAWA

Referensi

Giltlow, Openheim, 1995, Quality Management Tools and Methods for Improvement, Richard D. Irwin Inc.

Grant, E.L. and R.S. Leaventworth, 1972, Statistical Quality Control, John Wiley & Sons.

Montgomery, D.C., 1985, Introduction to Statistical Quality Control, Mc Graw Hill.

Roberts, H. V. , and King, B. F., 2004, STATISTICAL TECHNIQUES FOR MANAGERS, Draft textbook prepared for use in QMB 6603, Data Analysis for Managers, a course in the MBA Program, College of Business, Florida Atlantic University.

Statsoft Inc., 1986, Quality Qontrol Charts, General Purpose

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