2. PENGANTAR MANAJEMEN KUALITAS
Semoga setelah mengikuti pelajaran ini,
saya akan menjadi Pribadi yang lebih
berkualitas dari hari hari sebelumnya
Jika kualitas saya nanti akan sama saja
dengan hari ini, saya telah merugi
3. PENGANTAR MANAJEMEN KUALITAS
Semoga setelah mengikuti pelajaran ini,
saya akan menjadi Pribadi yang lebih
berkualitas dari hari hari sebelumnya
Jika kualitas saya nanti akan sama saja
dengan hari ini, saya telah merugi
8. Performance to the standard expected by the
customer …… Fred Smith , CEO FEDEX
Providing our customers with products and
services that consistenly meet their needs and
expectations… (Boing Management )
Doing the right thing right the first time , always
striving for improvement and always satisfying the
customer .. (The US Dept.of Defense)
9. Menurut Edwards Deming
Kualitas bagi seorang pekerja pabrik, adalah
apabila dia merasa bangga dengan hasil kerja nya
yang bagus.
Kualitas kerja yang jelek berarti dia kehilangan
pekerjaan, di pecat, kondite jatuh, kehilangan
harga diri
10. Banyak pendapat tentang definisi Kualitas, seperti :
Quality involves meeting or exceeding customer expectations
Quality applies to products, services,people,processes and
environments
Quality is an ever-changing state… What is considered quality
today may not be good enough to be quality tomorrow
QUALITY IS A DYNAMIC STATE ASSOCIATED
WITH PRODUCTS, SERVICES,
PEOPLE,PROCESSES AND ENVIRONMENT
THAT MEETS OR EXCEEDS EXPECTATIONS.
11. SEGALA SESUATU YANG MELEKAT PADA
SEBUAH PRODUK ATAU JASA YANG MAMPU
MEMENUHI BAHKAN MELAMPAUI TUNTUTAN
DAN HARAPAN KONSUMEN.
12. 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
13. 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
14. 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 time
Delighting or Pleasing Customers
Total Customer Service and satisfaction
15. Manufacturing Product
8-quality dimensions
1.Performance a product’s primary operating characteristics
2.Features the”bells ans Whistles” of a product
3.Reliability the probability of a product’s surviving over a
specified period of time under state condition of use.
4.Conformance the degree to hich physical and performance
characteristic of a product match pre-establish standard
5.Durability the amount of use one gets from a product before
it phisically deteriotes or untill repalcement is preferable
6.Serviceability the ability to repair a product quickly and easily
7.Aesthetics how a product lokks, feels, sounds, tastes etc
8.Perceived quality subjective assessment resulting from
image, advertising or brand names
16. 8-Quality dimension
in Services
1.Time How much time must a customer wait?
2. Timeliness Will a service be performed when
promised?
3. Completeness Are all items in the order
included?
4. Courtesy Do frontline employees greet each
customer cheerfully?
5. Consistency Are service delivered in the
same fashion for every customer, and every
time for the same customer ?
6. Accessibility Is the service easy to obtain ?
7. Accuracy Is the service performed right the
first time ?
8. Responsiveness Can service personnel react
quickly and resolve unexpected problems ?
17. The Production of Service differs
from Manufacturing in many ways.
1.Customer needs and peformance
standard are often difficults to identify and
measure, primarily because the customer
define what they are , and each customer is
different
2.The production of services typically
requires a higher degree of customization
than does manufacturing. Bagi seorang Dokter ,
lain pasien lain cara pendekatannya . In
manufacturing the goal is uniformity
18. The Production of Service differs from Manufacturing
in many ways.
3.The output of many service systems is
intangible, whereas manufactruring is
tangible. Manufacturing quality can be
assessed againts firm design specification,
but service quality can only be assessed
againts customers’ subjective, neboleus
expectation and past experiences.
Manufacturing goods can be replace by
manufacturer, but poor service can only be
followed by apologies and reparations.
4. Service are produce and consumed
simultaneously. Whereas manufactured
goods are produced prior to consumption.
In addition service can not be stored,
inventoried.
19. The Production of Service differs from
Manufacturing in many ways.
5. Customer often are involved in the service process
and prevent while it is being performed. Whereas
manufacturing is performed away from the customer.
6. Service are generally labor intensive, whereas
manufacturing is more capital intensive. The quality of
human interaction is a vital factor for service that
involve human contact. The quality of hospital care
depends heavily on interactions among the patients,
nurses, doctors, and other medical staff.
20. 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
21. CUSTOMER FOCUS
The Customer is the judge of Quality
Understanding customer needs, both
current and future
Listening and learning from customer
Measuring their satisfaction relative to
competitors
Building relationships with customer.
22. Process Orientation
a Process is a sequence of activities that is intended
to achieve some result.
a Process is how work created value for customers
23. Continuous Improvement and
Learning
Enhancing value to the customer through
new and improved products and services
Improving productivity and operational
performance through better work processes
and reductions in errors, defects, and waste
Improving flexibility, responsiveness, and
cycle time performance
24. 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 needs
exist :
Dissatisfiers
Satisfiers
Delghters/ exciters
25. Dissatisfiers
Those needs that are expected in a product or service,
such as a Radio, Tool kits , and require safety features
in an automobile. Such items generally are not stated by
customers but are assumed as given.
If they are not present, the customer is
DISSATISFIED
26. Satisfiers
Needs that customers say they want, such air
conditioning or a compact disc player in a car.
Fulfilling these needs creates
Satisfaction
27. Delighters / Exciters
New or innovative features that the customer do not
expect. When first introduced, antilock brakes and air
bags were examples of exciters. Newer concepts still
under 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
28. So What …. ??? What the correlation with
improving product and services ???
………Over time, delighters/ exciters customers
become satisfiers as customers become used to /
familiar with them ( Air bag, Central lock, anti lock brakes
etc)
Satisfiers become dissatisfiers.
Therefore company must innovate continually
and study customers perceptions to ensure
that their needs are being met
29. Empowerment
A company’s succes depends increasingly on the
knowledge, skill, and motivation of its work force
Employee success depends increasingly on having
opportunities to learn and to practise new skills
Empowerment
Simply means giving people authority- to make decisions
based on what they feel is right, have control over their
work, take risks and learn from mistakes, and promote
change
30. Management by fact
Organization need peformance measures for three
reasons :
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 this
direction by evaluating the effectiveness of action plans
3. To operate the processes that mnake the organization
work and continuuosly improve
31. Leadership and Strategic Planning
Leadership for Quality is The responsibility of top
management.
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
32. NINE QUESTIONS TO ANSWER
CUSTOMER NEEDS
1. How can you identify current needs ?
2. How can you anticipate future needs ?
3. How can you create customer needs ?
33. NINE QUESTIONS TO ANSWER
CUSTOMER SATISFACTION
4. How can you meet customer needs?
5. How can you exceed customer
expectation?
6. How can you retain customers ?
34. NINE QUESTIONS TO ANSWER
MOVING A HEAD OF COMPETETION
7. How fast can you meet customer needs ?
8. How can you meet them before anyone else ?
9. How can you constantly first to market ?