01 Introduction

Quality Control
Budi Aribowo
Quality Control
Dale H. Besterfield
2009
Eighth Edition
Pearson Prentice Hall
 Syllabus (1)
1. Introduction
2. Total Quality Management
3. Fundamental Statistics 1
4. Fundamental Statistics 2
5. Control Chart for Variables
6. Control Chart for Variables, Labs.
7. Additional SPC Techniques for Variables
 Syllabus (2)
8. Control Chart for Attributes
9. Control Chart for Attributes, Labs.
10. Lot by Lot Acceptance Sampling
11. Acceptance Sampling System
12. Reliability
13. DOE and Taguchi’s Method
14. Taguchi’s Method, Labs.
 Definition of Quality
• Quality can be quantified as follows : Q = P/E,
P(erformance), E(xpectation)
• If Q is greater than 1.0, then the customer has a good
feeling about the product or service
• Base on American Society for Quality (ASQ) defines
quality as a subjective term for which each person or
sector has its own definition
– In technical usage  the characteristics of a product or
service that bear on its ability to satisfy stated or implied
needs, or a product or service that is free of deficiencies
• ISO 9000:2000  the degree to which a set of
inherent characteristics fulfills requirements.
 The Dimensions of Quality
(Garvin, 1988)
• Performance, primary product characteristics
• Features, secondary characteristics
• Conformance, meeting specification or industry standards
• Reliability, average time for the unit to fail
• Durability, useful life
• Service, resolution of problems and complaints
• Response, human-to-human interface, such as the
courtesy of the dealer
• Aesthetics, sensory characteristics, such as exterior finish
• Reputation, past performance, such as being ranked first
Operasionalisasi Dimensi Kualitas

• Perhatikan kasus printer laser untuk PC.

Delapan dimensi Garvin dapat
dioperasionalisasikan sebagai berikut
Operasionalisasi Dimensi Kualitas
(lanjutan)
• Unjuk kerja (performance)
– Jumlah halaman per menit
– Kepekatan cetak
• Features
– Dilengkapi dengan penyangga ganda
– Kemampuan mencetak foto digital
• Keterandalan (reliability)
– Rata-rata waktu antar kerusakan
(MTBF)
Operasionalisasi Dimensi Kualitas
(lanjutan)
• Kesesuaian (conformance)
– ketajaman cetak dibandingkan
dengan kompetitor
• Usia pakai (durability)
– dugaan waktu hingga ketinggalan
jaman (obsolescence)
– rata-rata usia komponen utama
• Kemampulayanan (serviceability)
– tersedianya pusat reparasi
– banyaknya copy per print cartridge
Operasionalisasi Dimensi Kualitas
(lanjutan)
• Keindahan (aesthetics)
– bentuk dan warna rangka
– tata letak tombol kendali
• Kualitas yang dipersepsikan
– jaminan merek
– rating yang diberikan dalam
laporan pelanggan
– rating yang diterbitkan majalah
byte
 Operasionalisasi Dimensi Kualitas
(lanjutan)
Kepentingan relatif tiap-tiap dimensi dapat ditunjukkan dengan
memberi-kan bobot, yang nilainya antara 0 dan 1 sehingga total
bobotnya adalah 1.
Dimensi Bobot
Performance 0,30
Features 0,05
Reliability 0,15
Conformance 0,10
Durability 0,15
Serviceability 0,10
Aesthetics 0,05
Percieved Quality 0,10
Total 1
Operasionalisasi Dimensi Kualitas
(lanjutan)

• Setiap dimensi kemudian dievaluasi

dengan cara mengujinya dengan
menggunakan suatu alat ukur, yang
telah dirancang sebelumnya. Setiap
dimensi diuji dengan mem-berikan skor
antara 0 dan 10. Skor 10 berarti nilai
dimensi tersebut sempurna, sedangkan
0 berarti nilai dimensi tersebut buruk
sama sekali.
Operasionalisasi Dimensi Kualitas (lanjutan)
Dimensi Bobot Merk X Merk Y
(skor) (skor)
Performance 0,30 8 7
Features 0,05 6 2
Reliability 0,15 5 6
Conformance 0,10 8 7
Durability 0,15 9 8
Serviceability 0,10 6 9
Aesthetics 0,05 7 9
Percieved Quality 0,10 9 6
Total 1,00
Operasionalisasi Dimensi Kualitas
(lanjutan)
• Kalikan skor dimensi dengan
bobotnya, sehingga dihasilkan skor
dimensi terboboti.
• Jumlahkan seluruh 8 skor dimensi
terboboti tersebut, sehingga
diperoleh rating kualitas relatif untuk
kedua merk.

Catatan: proses ini akan menjadi lebih

mudah jika menggunakan spreadsheet,
seperti Excel
Operasionalisasi Dimensi Kualitas
(lanjutan)
Dimensi Bobot Merk X Merk Y
Skor Skb Skor Skb
Performance 0,30 8 2,40 7 2,10
Features 0,05 6 0,30 2 0,10
Reliability 0,15 5 0,75 6 0,90
Conformanc 0,10 8 0,80 7 0,70
e
Durability 0,15 9 1,35 8 1,20
Serviceability 0,10 6 0,60 9 0,90
Aesthetics 0,05 7 0,35 9 0,45
Percieved 0,10 9 0,90 6 0,60
Quality
Total 1,00 7,45 6,95
 Quality Control
• The use of techniques and activities to achieve, sustain
and improve the quality of a product or service.
• It involves integrating the following related techniques
and activities :
– Specification
– Design
– Production or Installation
– Inspection
– Review of Usage  to provide information for the revision
if needed
 Statistical Quality Control (SQC)
• A branch of Total Quality Management.
• It is the collection, analysis and interpretation of
data for use in quality control activities.
• Statistical Process Control (SPC) and Acceptance
Sampling are the two major parts of SQC.
• All the planned or systematic actions necessary
to provide adequate confidence that a product or
service will satisfy given requirement for quality
is called “quality assurance”
 Historical Review
• 1924, Shewhart of Bell Telephone Laboratories developed a statistical chart
for the control of product variables
• 1942, Dodge & Romig developed the area of acceptance sampling as a
substitute for 100% inspection
• 1946, the American Society for Quality was formed
• 1950, Deming (who learned sqc from Shewhart), gave a series of lecturers on
statistical methods to Japanese engineers.
• 1954, Juran made his first trip to Japan in 1954 and further emphasized
management’s responsibility to achieve quality
• 1960, the first quality control circle were formed for the purpose of quality
improvement.
• By late 1970s, US managers were making frequent trips to Japan to learn
about the Japanese miracle
• In the late 1980s, the automotive industry began to emphasize statistical
process control (SPC)
• 1990, Emphasize on quality continued in the auto industry. ISO 9000 became
the worldwide model for a quality system.
• By the year 2000, the quality focus was shifting to information technology
 Metric System
• In 1960 the International Committee of
Weights and Measures revise the metric
system. This revision is the International
System (SI), which has the following base units
:
– Length  meter (m)
– Mass  kilogram (kg)
– Time  second (s)
– etc
 Responsibility for Quality
• Quality is not the responsibility of any one
person or functional area  its everyone job !
• Begins when marketing determines the
customer’s quality requirements and
continuous until the product is used for a
period of time by a satisfied customer.
 Total Quality Management
• Total – Made up of the Whole
• Quality – Degree of excellence a product or
service provide
• Management – Act, art, or manner of
handling, controlling, directing etc.
• The art of managing the whole to achieve
excellence.
 6 Basics Concepts of TQM
• A committed and involved management to provide
long-term top-to-bottom organizational support
• Focus on the customer
• Effective involvement and utilization of the entire
work force.
• Continuous Improvement
• Treating suppliers as partners
• Establishing performance measures for the
processes
 TQM; Principles & Practice
• Leadership
• Customer Satisfaction
• Employee Involvement
• Continuous Improvement
• Supplier Partnership
• Performance Measure
 TQM; Tools & Techniques
(Quantitative)
• SPC
• Acceptance Sampling
• Reliability
• Experimental Design
• Taguchi’s Method
• FMEA
• QFD
 TQM; Tools & Techniques
(Nonquantitatives)
• ISO 9000
• ISO 14000
• Benchmarking
• TPM
• Products Liability
• Lean
• etc
 7 Steps to Strategic Planning
(John R. Dews. Quality Digest. June 1994)
• Customer Needs
• Customer Positioning  the planners determine where
the organization wants to be in relation to the customer
• Predict the Future
• Gap Analysis
• Closing the Gap
• Alignment  It must be aligned with the mission, vision
and core values of the organization.
• Implementation
Have a Nice Day

TERIMA KASIH