Total Quality Management

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Total Quality Management. Definisi. Suatu cara meningkatkan kinerja secara terus-menerus (continuous performance improvement) pada setiap level operasi atau proses, dalam setiap area fungsional suatu organisasi, dengan menggunakan semua sumber daya manusia dan modal yang tersedia. - PowerPoint PPT Presentation

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Total Quality Management

Total Quality ManagementLOGO1Definisi Suatu cara meningkatkan kinerja secara terus-menerus (continuous performance improvement) pada setiap level operasi atau proses, dalam setiap area fungsional suatu organisasi, dengan menggunakan semua sumber daya manusia dan modal yang tersedia

2Definisi TQMTQM is an effective system for integrating the quality development, maintenance, and improvement efforts of the various groups in an organization so as to enable marketing, engineering, production, and service at the most economical levels which allow for full customer satisfaction (Feigenbaum, 1969)

3Prinsip-prinsip TQM (Sadgrove, 1995)Fokus pada pelanggan berorientasi pada pasar/kebutuhan konsumenMengerjakan secara benar menghindari rework, sesuai SOPKomunikasi dan latihlah alur informasi&komunikasi lancar, karyawan dilatihUkur hasil yang dicapai pencatatan hasil yang dicapaiKerjakan bersama top management harus berperan serta, pemberdayaan karyawan 4

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6Elemen TQMPhilosophical ElementCostumer Driven Quality Standarts Supplier-customer linksPrevention orientationQuality at the sourceContinuous improvementTQMGeneric Tools:SPC Tools : Flow chartsCheck sheetsPareto analysis Cause & effect (fishborne diagram)HistogramScatter diagramsControl chartsQuality Function DeploymentTools of The QC Department SQC methods : Sampling CpTaguchi7Philosophical element Customer driven quality standard Your product isnt reliable unless the customer says its reliable and your service isnt fast unless the customer says its fast.Supplier-customer links The fact that everybody in an organization has a customer. Prevention orientation Do It Right The First Time and You cant inspect-in quality. Quality at the source Each workers is a quality inspector for his or her own work. Continous improvement general meeting, specific meeting

8Dimensi Kualitas dalam Perencanaan MutuDimension Meaning 1. Performance :Primary product or service characteristic. 2. Features :Addes touches, bells and whistles, secondary characteristic. 3. Reliability :Consistency of performance over time. 4. Durability : Useful life. 5. Serviceability : Resolution of problems and complaints. 6. Response : Characteristic of the human-to-human interface (timeliness, courtesy, professionalism, etc). 7. EstheticsSensory characteristics (sound, feel, look, etc). 8. ReputationPast performance and other intangibles. 9DimensiArtiPerformansiFeatures ReliabilitasWaktu KadaluarsaPelayananResponEstetikaKeputusanCiri-ciri atau karakter utama dari produk atau jasaTambahan-tambahan bell, bunyi, karakter-karakter yang kedua (secondary character)Konsistensi performansiJangka waktu kadaluarsaCara pemecahan masalah dan keluhanKarakter dari orang per orangEstetika (rasa, kenampakan)Reputasi terdahulu dari other intangible10Generic tools The Generic Tools TQM = Statistical Process Control (SPC) = The main tools of continuous process improvement.

Other tools (P-D-C-A) : Plan Do Check Act 11SPC (Statistical Process Control)

12Flow chart

13Histogram

14Scatter diagram

15Check sheet

16Control chart

17Contoh Control Chart

18Pareto

19Cause effect/fish bone diagram/Ishikawa

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QFD21Tools of the QC DepartementSampling testing a random sample of existing goods and deciding whether to accept an entire lot based on the quality of random sample. Capability Process (Cp) Menunjukkan kemampuan bawaan mereproduksi dari suatu proses, kemampuan untuk mengulang hasil selama berlangsungnya siklus operasi (Juran, 1995). Taguchi methods ketangguhan kualitas, kerugian kualitas, kualitas berorientasi target22Sampling 23Kemampuan proses/capability processKriteria peningkatan kualitas Six Sigma sebagai berikut (Gasperz, 2002):Cp 2,00 maka dianggap mampu memenuhi batas-batas toleransi (LSL dan USL) dan kompetitif (perusahaan berkelas dunia).Cp 1,00-1,99 maka dianggap cukup mampu, namun perlu upaya untuk peningkatan kualitas target perusahaan.Cp