Pengantar kUALITAS 2009

8/8/2019 Pengantar kUALITAS 2009

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Disajikan Oleh

DR.Ir. Hasmand Zusi. M.Sc


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` Performance to the standard expected by the

customer Fred Smith , CEO FEDEX

` Providing our customers with products and

services that consistenly meet their needs andexpectations(Boing Management)

` Doing the right thing right the first time , always

striving for improvement andalways satisfying the

customer.. (The US Dept.of Defense)


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` Menurut Edwards Deming

Kualitas bagi seorang pekerja pabrik, adalah

apabila dia merasa bangga dengan hasil kerja nyayang bagus.

Kualitas kerja yang jelekberarti dia kehilangan

pekerjaan, di pecat, kondite jatuh, kehilangan

harga diri


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Banyak pendapat tentang definisi Kualitas, seperti :

` Quality involves meeting or exceeding customer expectations

` Quality applies to products, services,people,processes andenvironments

` Quality is an ever-changing stateWhat is considered qualitytoday may not be good enough to be quality tomorrow

QUALITY IS A DYNAMIC STATE ASSOCIATED WITH

PRODUCTS, SERVICES, PEOPLE,PROCESSES ANDENVIRONMENT THATMEETS OR EXCEEDSEXPECTATIONS.


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` SEGALA SESUATU YANG MELEKAT PADA

SEBUAH PRODUK ATAU JASA YANG MAMPUMEMENUHI BAHKAN MELAMPAUI TUNTUTAN

DAN HARAPAN KONSUMEN.


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` 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


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` 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

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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


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` 1.Performance a products primary operating characteristics

` 2.Features thebells ans Whistles of a product

` 3.Reliability the probability of a products surviving over a specified periodof time under state condition of use.

` 4.Conformance the degree to hich physical and performancecharacteristic of a product match pre-establish standard

` 5.Durability the amount of use one gets from a product before it phisicallydeteriotes 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


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` 1.Time How much time must a customer wait?

` 2. Timeliness Will a service be performed when promised?

` 3. CompletenessAre 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 resolveunexpected problems ?


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` 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


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` 3.The output of many service systems is intangible, whereasmanufactruring is tangible. Manufacturing quality can be assessedagaints firm design specification, but service quality can only beassessed againts customers subjective, neboleus expectation andpast experiences. Manufacturing goods can be replace by

manufacturer, but poor service can only be followed byapologies and reparations.

` 4. Service are produce and consumed simultaneously. Whereasmanufactured goods are produced prior to consumption. In additionservice can not be stored, inventoried.


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` 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.


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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

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CUS TOMER FOCUS

The Customer is the judge of Quality

(Understanding customer needs, bothcurrent and future

(Listening and learning from customer

(Measuring their satisfaction relative to

competitors

(Building relationships with customer.


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Process Orientation

a Process is a sequence of activities that is intendedto achieve some result.

a Process is how work created value for customers


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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 timeperformance


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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 needsexist :

( Dissatisfiers

(

Satisfiers( Delghters/ exciters


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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


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Satisfiers

Needs that customers say they want, such air

conditioning or a compact disc player in a car.

Fulfilling these needs creates

Satisfaction


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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 continuallyand study customers perceptions to ensure

thattheir needs are being met


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Empowerment

A companys 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 theirwork, take risks and learn from mistakes, and promote

change


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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


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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


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Documents

Pengantar kUALITAS 2009