Total Quality Management

Oleh Yudi Arimba Wani

Program Studi S1 Ilmu Gizi

Jurusan Gizi Fakultas Kedokteran
Universitas Brawijaya
 Outline
• Performance improvement
• Quality Programs Approach
– Total Quality Management (TQM)
– Six Sigma
– Lean six sigma
• Quality Standart
– ISO 9000
 Performance Improvement

The continuous study and adaptation of a

food service organization’s function and
process to encrease the probability of
achieving the desired outcomes and to
better meet the need of customers,
patients, and other users of the services
Total Quality Management
 Definition of TQM
Based on the systems approach to
management, that the organization
is viewed as a system of
interrelated, interdependent parts.

To identify barriers to quality, satisfy

internal and external customers,
and create an atmosphere of
continuous improvement
 Concept of TQM
• Customer focus
• Continuous improvement
• Employee empowerment
• Use of quality tools
• Product design
• Process management
• Managing supplier quality
 Customer Focus
- Goal is to identify and meet customer
needs
- Customer expectations often vary from
one customer to the next
- Need to continually gather information
- Design product
Continuous Improvement

• Plan

• Do

• Check

• Act
 The PDCA Cycle
Plan, prepare for implementation
- Managers evaluate the current process
and make plans based on any problem
they find

Do, implementing the plan

- during the implementating process,
managers should document all changes
made and collect the data for evaluation
 The PDCA Cycle
Check, check and study the results in the
previous phase (Do)
- evaluating data to see whether the plan is
achieving the established in the plan phase

Act, take action on basis of results of the first

three phases
- communicates the results to the members in
the company, then implement the new
procedure if it has been successful
 Employee Empowerment
- To empower employees to seek out quality
problems and correct them
- New concept quality, provides incentives
for employees to edentify quality problem
- New function, employees are given
continual and extensive training in quality
measurement tools
 Product Design
• Based on customer expectation
• Find out the relationship among the
customer requirements and product
characteristics

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Quality Function Deployment (QFD)
 Process Management
• A quality product comes from quality
process
• Is the best to uncover the source of quality
problem and eliminate it

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 Managing Supplier Quality
• Take inspection when the materials arrived
• Make a mutualistic relationship

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 Quality Tools
• Diagram alur proses
• Check sheet
• A Cause and Effect diagram (Fish bone
Diagram)
• Diagram Histogram
• Diagram Pareto
• Control chart
 Diagram Alur Proses
(Process Flow Diagram)

• Urutan aktivitas proses

• Menganalisa aktivitas yang perlu
diperbaiki atau dihilangkan
 Diagram Flow Proses
(Process Flow Diagram)
 Check Sheet

• Menunjukkan frekuensi
masalah yang sedang
terjadi
• Mengumpulkan data
berdasar observasi
A Cause and Effect Fish
(Fish bone Diagram)

• Berdasarkan hasil brainstroming

• Komponen-komponen yang
mempengaruhi masalah kualitas
• Man, material, machines, methods,
environment
A Cause and Effect Fish (Fish Diagram)
A Cause and Effect Fish (Fish Diagram)
 Diagram Histogram

• Grafik jumlah
observasi/frekuensi
data yang telah
dikumpulkan
 Diagram Pareto

• Grup diurutkan
berdasarkan dari jumlah
observasi/frekuensi
tertinggi ke paling
rendah
• Menentukan faktor
paling berpengaruh
 Control Chart

• Menunjukkan variasi
ukuran kualitas yang
upper limit atau lower
limit
 STANDARDs

Documents that provide requirements,

specifications, guidelines or characteristics
that can be used consistently to ensure that
materials, products, processes and services
are fit for their purpose
(ISO)
 QUALITY STANDARD
• ISO 9000 Standards
• Prinsip2 manajemen mutu (ISO
9001:2015)
– Customer focus (fokus kepada pelanggan)
– Leadership (kepemimpinan)
– Engagement of people (keterlibatan orang)
– Process approach (pendekatan proses)
– Improvement (peningkatan)
– Evidence-based decision making (pengambilan
keputusan berbasis bukti)
– Relationship management (manajemen hubungan)
 Tugas Berkelompok
• Setiap kelompok belajar mandiri dan membuat makalah
singkat terkait program pendekatan mutu
– Six Sigma
– Continuous Quality Improvement
• Makalah ditulis dalam file word dengan jumlah halaman
tidak lebih 10 lembar (tidak termasuk cover dan
referensi)
• Tugas dikumpulkan pada tanggal 30 April 2020, ke email
arimbawani@ub.ac.id
• Alternatif referensi yang dapat digunakan: buku FSM
yang ditulis oleh Pucket (2004) serta Palcio and Theis
(2016)
 Referensi
• Payne-Palacio, J and Theis, M. 2012. Foodservice
Management Principles and Practices.
• Pucket, R.P. 2004. Food Service Manual for
Health Care Institutions. Son Francisco: Jossey-
Bass
• Gregoire, M.B., 2013. Foodservice Organizations
A Managerial and Systems Approach. New Jersey:
Pearson Education, Inc.
• Reid, R. D and Sanders, N.R.. 2011. Operation
Management An Integrated Approach, Chapter
Total Quality Management. Hoboken: John
Wiley&Sons, Inc
Terima Kasih