Materi 1 Pengendalian dan Penjaminan Mutu

27/08/2013

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MATERI 1: KONSEP DASAR KUALITAS

Dradjad Irianto

Manufacturing Systems Research Group ITB

[email protected]

LEARNING OBJECTIVES

TI3201 Pengendalian & Penjaminan Mutu 2

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KONSEP DAYASAING

3

QCD

Kompetitor ada

dalam Industri

Persaingan antar

Kompetitor

PEMASOK KONSUMEN

PENDATANG BARU

SUBSTITUSI

(Teknologi Baru)

Kekuatan Tawar

Konsumen

Kekuatan Tawar

Pemasok

Ancaman

Pesaing Baru

Ancaman Produk /

Jasa baru

SUPPLIER INPUT PROCESS OUTPUT CUSTOMER

Model Daya Saing Porter

TI3201 Pengendalian & Penjaminan Mutu

KONSEP DAYASAING

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Kualitas dapat dimodelkan sebagai berikut:

dimana Q adalah kualitas

P adalah kinerja/performance perusahaan

E adalah harapan/expectations pelanggan


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KONSEP DAYASAING

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Competitiveness:

Performance Criteria Competitive Demands (internal/organization) (external/market)

Cost

Efficiency Quality

Flexibility

Low Price Excellence

Choice


BIAYA & KUALITAS

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COST PLUS STRATEGY

Finished good

Processes

Raw material

?

Profit Target Price

Satisfy?

0

Cost


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BIAYA & KUALITAS

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PRICE MINUS STRATEGY

Finished good

Processes

Raw material

Market

ROI +

WEALTH

Price

Customer

utility / quality

Target Cost


⁞

Value added 1

Value added 2

Value added ...

Value added n

PROCESSES ADD VALUE

BIAYA & KUALITAS

8 TI3201 Pengendalian & Penjaminan Mutu

Process n

Process ...

Process ...

Process 2

Process 1

Cost n

Cost ...

Cost 2

Cost 1

AND NEED COST

Price

Customer utility

/ quality

Target Cost

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BIAYA & KUALITAS


Price

Quality=value

for customer

Target

Cost Process n

Process ...

Process ...

Process 2

Process 1

⁞

VA 1

VA 2

VA ...

VA n

B

⁞

VA 1

VA 2

VA ...

VA n

A

⁞

VA 1

VA 2

VA ...

VA n

Collaboration

DEFINISI KUALITAS

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Karakteristik fisik & non-fisik yang mencerminkan sifat dasar benda atau sifat khususnya (Webster) Karakteristik atau kombinasi/kumpulan karakteristik yang membedakan satu benda dari lainnya (Radford) Conformance to requirement (Crosby); Fitness for use (Juran); Ditujukan pada kebutuhan (needs) konsumen, sekarang dan nanti (Deming); Loss imparted to society (Taguchi) Totalitas features & karakteristik produk atau jasa yang memberikan kemampuan untuk memuaskan kebutuhan konsumen, stated or implied (ISO1804).


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DEFINISI KUALITAS

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ASQ mendefiniskan kualitas sebagai:

“Suatu pengertian subyektif dari setiap orang, dan

secara teknis dapat diartikan dalam dua hal, yaitu:

1. Karakteristik barang atau jasa yang dinyatakan

dengan kemampuannya untuk memuaskan

kebutuhan, baik yang dinyatakan atau diakibatkan.

(ISO 1804)

2. Barang atau jasa yang terbebas dari kekurangan

(deficiencies).”


DEFINISI KUALITAS

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•This is a traditional definition

•Quality of design

•Quality of conformance

This is a modern definition of quality


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DEFINISI KUALITAS

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Kaizen Approach: find the Gap


DIMENSI KUALITAS

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The Eight Dimensions of Quality (Garvin): • Performance: karakteristik operasi atau fungsi utama • Features: karakteristik operasi sekunder yang mendukung

fungsi utama • Reliability: probabilitas produk akan berfungsi dalam perioda

waktu tertentu • Conformance: memenuhi standar yang diakui • Durability: ukuran umur produk secara ekonomis atau teknis • Serviceability: kemudahan diperbaiki • Aesthetics: pendapat pribadi yang menunjukkan preferensi • Perceived quality: persepsi positive spt citra, merek, reputasi.


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KUALITAS & STANDAR

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ISO/IEC Guide 2 (1991)

• Standard: ‘Document, established by consensus and approved by a recognized body that provides, for common and repeated use, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimum degree of order in a given context’.

• Standardization: ‘the activity of establishing, with regard to actual or potential problems, provisions for common and repeated use, aimed at the achievement of the optimum degree of order in a given context ‘.


KUALITAS & STANDAR


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LINGKUP KUALITAS

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• S-I-P-O-C + Design Model:


DESIGN GAP

GAP GAP

GAP

GAP GAP GAP


LINGKUP KUALITAS

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LINGKUP KUALITAS

1. Target Mutu

2. Spesifikasi Mutu

3. Spesifikasi Inspeksi

4. Mutu yang dijanjikan

Mutu yang diinginkan pelanggan & menjadi target pada saat perancangan (design) Mutu yang dinyatakan dan akan dibuat oleh Bagian Produksi

Mutu yang dihasilkan oleh produksi dan digunakan sebagai Standar Penilaian dalam Inspeksi

Mutu yang menjadi acuan (oleh Bagian Penjualan/Sales) untuk memberikan kepuasan kepada pelanggan

Q1

Q2

Q3

Q4


LINGKUP KUALITAS

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Perancangan

ProdukRiset Pasar

Perancangan

Process

Pengendalian

Persediaan

Perencanaan

Produksi

Perancangan

Metoda Kerja,

Waktu Standar,

dan Perbaikan

Produktivitas

PenyimpananProses

PembuatanPenerimaan

Kons

umen

Pem

asok

Pengendalian

Kualitas

Pengendalian

Produksi

Pengendalian

Proses

Pengendalian

Peralatan

Pengiriman



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LINGKUP KUALITAS

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Statistical Process Control TI3201 Pengendalian & Penjaminan Mutu

LINGKUP KUALITAS

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Product Control (AS & Inspection)

Statistical Process Control (SPC) Control charts, plus other problem-solving tools

Useful in monitoring processes, reducing variability through elimination of assignable causes

On-line technique (kaizen, six-sigma)

Designed Control Discovering the key factors that influence process

performance (VOC & QFD)

Process optimization

Off-line technique (product & process designs)

Tolerance Design TI3201 Pengendalian & Penjaminan Mutu

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CUSTOMER SATISFACTION

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Kano Model for customer satisfaction

ASQ DEFINES voice of the customer (VOC) as

“the expressed requirements and expectations of customers

relative to products or services, as documented and disseminated

to the providing organization’s members.” TI3201 Pengendalian & Penjaminan Mutu

CUSTOMER SATISFACTION

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• Irianto, D., “Loss of Society Derived from Utility and Cost Function”, International Journal of Management Science-Omega, 26(5), pp.671-677, 1998

The utility of product decreases from its maximum when the

quality characteristic moves away from target

The expected production cost)(/][ 0 xPCCE , and the expected

utility in (6.a) is))(21][2(][ 0 xxxkPUE .

Tolerance(in value)

oP

Co

x2x1

Utility Function

Cost Function

Monetary Unit

Benefit for

producer & customer

2

00

0

0

1][2))(21][2(

))(21][2(

x

CxxxkP

xxxkP

nQT


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IMPROVEMENT & ASSURANCE

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QUALITY

ASSURANCE

QUALITY

IMPROVE-

MENT

QUALITY

CONTROL

QUALITY

PLANNING

QUALITY

IMPROVE-

MENT

QUALITY

CONTROL

ISO9000: •Quality Assurance System •Quality Management

System



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ISO9000: Quality Assurance System / Quality Management System

QM FRAMEWORK: 3 sub-systems (Oakland)


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CI

KAIZEN

Within organization


SIX SIGMA

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PEOPLE POWER SIX SIGMA:

dimana (harapan) posisi sarjana TI? (GREEN BELT)


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TOTAL QUALITY MANAGEMENT

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& S

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MEC

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SPEC

TIO

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TIO

NA

L T

EST

SH

IPPIN

G

INTA

LLAT

ION

&

SERV

ICE

Integration into : TOTAL QUALITY CONTROL & MANAGEMENT



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MODEL OF EXCELLENCE e.g. MBNQA


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MODEL OF EXCELLENCE e.g. EFQM model


BEYOND TQM

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BEYOND TOTAL QUALITY

ISO 26000 was prepared by the ISO Technical Management Board Working Group on Social Responsibility. The Draft International Standard adopted by the Working Group will be circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote.


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LEARNING OBJECTIVES


CASE # 1

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• Individual • The Eight Dimensions of Quality (Garvin) • Find a product and define its quality dimensions • Rank these dimensions (degree of importance from

customer viewpoint) • Due date one week


Materi 1 Pengendalian dan Penjaminan Mutu

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