Define Phase 2.

1 Identify Critical to Quality (CTQ) In developing a quality improvement project, one should consider what to improve, who would be the customer, and to convert the voice of customer becomes the Critical to Quality points. Later on, the team would also have to clarify the purpose and the scope of the project including the problem statements using a key tool named Project Charter. The voice of customer was determined by research carried out by using a questionnaire instrument thats aim to observe the level of customer satisfaction in terms of safety procedure Population and Sample Researchers used a procedure of determining the size of non-probability sample (non-probability sampling). Cooper and Schlinder, (2008:379) defines a non-probability sampling as the sample size determination procedure in which each member of a research target population does not have the same opportunities as the sample selected for inclusion in a study. This procedure is appropriate because the target respondents to be surveyed must meet certain criteria that are relevant to the research undertaken. The study population was visitors of Cristal of Knowledge Library thats according to library management data is 2000-2200 man/day.Deployment questionnaire is held by spreading out hardcopy in the several places thats potentially the purposive respondent could be recorded. The number of samples taken is 400 samples. The number of samples being measured has determined according to rules of sectional cross methodology by Hair et al ( 2010:354). Types and Sources of Data The data used in this study were obtained directly from respondents targets relevant to the research, therefore the type of data to be processed is the primary data. Primary data was collected because of its proximity to the facts on the ground and the height control would be an error at the time of collection (Cooper and Schlinder, 2008:92-93)

Data collection procedures The survey was conducted by using the instrument self administered questionnaire concerning: A brief description of the research being carriedout, questionnaire filling procedure, risks and benefits of participation of respondents,and column and a willingness to participate in the study. After a brief introduction and description of research on the issue of safety, respondents were asked to give his opinion on the overall variables in the study. Respondents were asked to respond to all questionnaire items without leaving the items that can not be responded

Figure X The outcomes are summarized using the chart below.

Do you feel safe while in the Central Library?

40%

60%

Do you understand about the safety procedure of safety in case of disaster happen in the Central Library?

15%

85%

Based on figures above,we can conclude that majority of visitors feel safe while in the central library. Still, in the contrary, 85 % of visitors admit that they do not understand about the safety procedure in case of disaster happen. Thats show that majority of visitors still do not care to disaster hazard.its due to they still feel safe allthough they do not know safety procedure.

7
Do you understand about the layout of the Central Library? (Entry Doors, Exit Doors, Stairs, Elevators)

47% 53%

Yes

No

Define
Majority of visitors dont understand about the layout of the central library

The low level of safety procedure knowledge confirm by figure above thats show that the majority of visitors still do not understand about the layout of the central library that very urgent,specially in finding escape route.

The results of the first survey leads us to a main purpose which is to increase the comprehension of the Perpustakaan UI customer about the safety procedure. Therefore we conducted the 2nd survey to emphasize which of the procedure is still confusing in pursuance of customer. The problems are classified into several points : a. Where is the safest location/spot in Perpustakaan UI in case of danger? (Fire, Earthquake) b. How to operate safety facilities (the emergency stairs, fire hydrants, etc) c. Not to get lost by the confuse of the building layout d. How to find specific location in Peprustakaan Pusat UI

Figure Z Figure Y

The datas are recorded and problems are prioritized using Pareto Diagram (shown in Figure Z). It is found that 80% of problems are caused by problem a (29.4%), b (23.5%) , and c (20.2%). Thus, these are our main focus of improvement and also our Critical to Quality points.

2.2 Develop Team Charter Team charter or Project Charter is used as a brief of completed project plans (Figure A) . Developing the project charter includes the defining of problem statements and goals, scope, person in charge, and also the work period of the project. As we stated in the goal statement, we would like to reduce the location-searching of the visitors to 24.05 s referring to one of the main problem a and c.

Figure A

Quality improvement is done because of the existence of gap between the expected service and the service given. By having known what is the root causes of the problem/ gap the Perpustakaan UI faces, we can move forward to the next phase to measure the level of problem significance.