MANAJEMEN MUTU TERPADU

(Total Quality Management]

Dr. Sarinah Sihombing.Sos.MM

Direktorat Pasca Sarjana

INSTITUT TRANSPORTASI DAN LOGISTIK TRISAKTI

11–1
TOTAL QUALITY MANAGEMENT
• Yakni revolusi atas kualitas sektor bisnis dan
publik yang dimulai pada tahun 1980-1990. Ini
dipelopori oleh W. Edwards Deming dan Joseph
J. Muran.
• Merupakan filosofi yang menekankan pada
pengembangan dan respons atas kebutuhan
dan ekspektasi pelanggan (termasuk semua
pihak yang berinteraksi dengan produk dan jasa
organisasi, baik secara internal maupun
eksternal).

2–2
 TQM

• Most companies that have adopted

TQM have incorporated
 Quality circles
 Benchmarking
 Six Sigma principles
 Reduced cycle time
 Continuous improvement

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Quality Management
1. Senantiasa fokus pada pelanggan (semua pihak yang berinteraksi
dengan produk dan jasa organisasi)
2. Peduli pada perbaikan berkelanjutan.
3. Berfokus pada proses
4. Peningkatan kualitas dalam apapun kegiatan yang dilakukan
organisasi
5. Pengukuran yang akurat
6. Pemberdayaan atas pegawai
 Quality Circle Process

Team Team Team Team

Creates Quality Selects Problems Gathers Data and Recommends
Circle and to Be Solved Analyzes Problems Solutions
Collects
Information

Decision by Top
Feedback from Mangers to Quality Circles Management

Developed by Cool Pictures & MultiMedia Presentations Copyright © 2003 by South-Western, a division of Thomson Learning. All rights reserved.
Benefits of Improving Quality
Several benefits result from improving a process:

• rework decreases
• productivity rises
• quality improves
• cost per good unit is decreased
• price can be cut
• workers’ morale goes up because they are not seen as the problem. This last
aspect leads to further benefits:
• less employee absenteeism
• less burnout,
• more interest in the job
• increased motivation to improve work.

This is called the chain reaction of quality

 Types of Quality
• There are three types of quality:
– Quality of design / redesign
– Quality of conformance
– Quality of performance
• The above types of quality create the
never ending spiral of continuous
improvement of products, services or
processes
Quality in • The principles and methods for process
Service, improvement are the same in all
organizations.
Government, • The System of Profound Knowledge and
and 14 Points apply equally to all sectors of
Education the economy.