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MATERI 1: KONSEP DASAR KUALITAS
Dradjad Irianto
Manufacturing Systems Research Group ITB
LEARNING OBJECTIVES
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KONSEP DAYASAING
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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
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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
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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
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⁞
Value added 1
Value added 2
Value added ...
Value added n
PROCESSES ADD VALUE
BIAYA & KUALITAS
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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
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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).”
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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
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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 ‘.
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KUALITAS & STANDAR
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LINGKUP KUALITAS
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• S-I-P-O-C + Design Model:
SUPPLIER INPUT PROCESS OUTPUT CUSTOMER
DESIGN GAP
GAP GAP
GAP
GAP GAP GAP
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LINGKUP KUALITAS
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SUPPLIER INPUT PROCESS OUTPUT CUSTOMER
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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
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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
SUPPLIER INPUT PROCESS OUTPUT CUSTOMER
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LINGKUP KUALITAS
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SUPPLIER INPUT PROCESS OUTPUT CUSTOMER
Statistical Process Control TI3201 Pengendalian & Penjaminan Mutu
LINGKUP KUALITAS
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SUPPLIER INPUT PROCESS OUTPUT CUSTOMER
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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IMPROVEMENT & ASSURANCE
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ISO9000: Quality Assurance System / Quality Management System
QM FRAMEWORK: 3 sub-systems (Oakland)
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IMPROVEMENT & ASSURANCE
CI
KAIZEN
Within organization
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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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MA
RK
ET
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GIN
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ISIO
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& S
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MEC
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SPEC
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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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TOTAL QUALITY MANAGEMENT
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MODEL OF EXCELLENCE e.g. MBNQA
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TOTAL QUALITY MANAGEMENT
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MODEL OF EXCELLENCE e.g. EFQM model
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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
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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
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