P-2 Evolution of Quality & Customer

Orientation
Ifa Saidatuningtyas, S.Si., MT.
BAHAN KAJIAN
Perkembangan Lingkup Quality Control

Tokoh Kualitas

Managing Quality

Customer Orientation
DEFINISI KUALITAS
QUALITY CONTROL
Quality control may generally be
defined as a system that Membutuhkan system
maintains a desired level of manajemen yang fokus dan
berkomitmen kepada quality
quality, through feedback on improvement
product/service characteristics
and implementation of remedial
actions, in case of a deviation of
such characteristics from a
specified standard.
PERKEMBANGAN LINGKUP
QUALITY CONTROL
Tokoh “Kualitas”
1. Walter A. Shewhart
2. William Edward Deming
3. Joseph M. Juran
4. Philip B. Crosby
5. Armand V. Feigenbaum
6. Kaoru Ishikawa
7. Gen-Ichi Taguchi
8. Shigeo Shin-Go
9. Yoji Akao
10. J.P. Womack
11. Mikel Harry
MANAGING QUALITY
(Jura’sn Philosophy)

Quality Quality Quality

planning Control Improvement
QUALITY PLANNING
• Merupakan aktivitas strategis
• Tanpa langkah ini, sebanyak apapun uang dan waktu yang dikeluarkan
sebuah perusahaan akan menghadapi kesalahan dalam desain,
adanya kecacatan produksi (defect), keluhan dari pelanggan.
• Langkah dari quality planning adalah membuat Voice of the Customer
(VOC) untuk mengetahui kebutuhan dan apa yang mereka harapkan.
• Dari VOC ini maka dibuatlah produk atau jasa yang memenuhi
harapan konsumen.
Wawancara pelanggan, survei langsung,
obrolan langsung, dll
QUALITY CONTROL
• Serangkaian aktivitas yang memastikan level kualitas dari sebuah
produk dan jasa terjaga dan permasalahan kualitas yang terjadi pada
supplier dan konsumen terselesaikan dengan baik.
• Langkah penting dalam hal ini adalah dokumentasi.
• Dokumentasi meliputi:
Policy : what is to be done and why
Procedures : methods and personnel that will implement policy
Work instructions and : usually product, department, tool, or machine oriented
specifications are
Records : way of documenting the policy, procedures, and work
instructions that have been followed. Use to track specific unit
or batches of product (dealing with costumer complaints)
QUALITY IMPROVEMENT
• Involve set of activities used to ensure that the products and services
meet requirements and are improved on continuous basis.
• This phase is also called the quality breakthrough sequence.
• Such improvements usually require action on the part of upper and
middle management, who deal with such actions as creating a new
design, changing methods or procedures of manufacturing, and
investing in new equipment.
How management maintains a
desired level of quality
• A company’s strategic plan is usually developed by top management;
they are responsible for the long-range direction of the company.
• A good strategic plan addresses the needs of the company’s
constituencies.
• The customer wants a quality product or service at the lowest possible cost.
• The shareholders want to maximize their return on investment.
• Top management has the difficult task of balancing these needs and
creating a long-term plan that will accomplish them.
TQM
• Total Quality Management:
a comprehensive approach
to improving quality.
• TQM around three main
themes: the customer, the
process, and the people.
Sig Sigma
• Sigma (σ) stands for the standard deviation, which is a measure of
variation in the process. Assuming that the process output is
represented by a normal distribution,
• six sigma may be viewed as the collection of the following steps or
phases: define, measure, analyze, improve, and control.
• Within each phase there are certain tools that could be utilized.
Customer
• Satisfying customer needs and expectations is a major theme in a
manufacture.
• Without satisfied customers, market share will not grow and revenue will
not increase.
• Management should not second-guess the customer. Direct feedback using
a data-driven approach is the best way to identify customer expectations
and needs. A company’s strategic plan must conform to these needs.
• Customer expectations can, to some extent, be managed by the
organization. Factors such as the quality of products and services and
warranty policies offered by the competitor influence customer
expectations directly.
SIPOC
• SIPOC diagrams memberikan gambaran sederhana dari suatu proses
dan berguna untuk memahami dan memfisualisasikan setiap elemen
dari proses dasar.

• SIPOC
• Suppliers: those who provide the information, material, or other items that
are worked on in the process;
• Input: the information or material provided;
• Process: the set of steps actually required to do the work;
• Output: the product, service, or information sent to the customer;
• Customer: either the external customer or the next step in the internal
business.
SIPOC (2)
• SIPOC diagrams
memberikan gambaran
sederhana dari suatu
proses.
• Suatu proses dalam SIPOC
digambarkan dalam
Process Flow Diagram.
• Tujuannya adalah
mengetahui secara detail
proses kerja (termasuk
proses Quality Control)
SIPOC • Yoghurt production
Example • Coffee shop
Pembuatan CTQ
•
•

•
CTQ
Example

• Internal critical quality parameters

that relate to the wants and needs of
the customer.
REFERENSI
• Fundamentals of Quality Control and Improvement (4th ed)
• Amitava Mitra. 2016. John Wiley & Sons, Inc.

• Introduction to Statistical Quality Control (6th ed)

• Douglas C. Montgomery. 2009. John Wiley & Sons, Inc.