tugas individu quality management abdul salam

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TUGAS INDIVIDUNAMA : ABDUL SALAMNIM : 0122130001

DOSEN PEMBIMBING : PROF. DR. SYAMSIR ABDUH., MM, Ph.D 1

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Quality adalah Suatu strategi dasar bisnis yang menghasilkan barang dan jasa yang memenuhi kebutuhan dan kepuasan konsumen internal dan eksternal. Produk atau jasa yang berkualitas adalah Bila produk atau jasa tersebut memenuhi atau bahkan melampaui harapan konsumen bukan saja satu kali tetapi berulangkali. Memberikan kepuasan kepada pelanggan

Definition of Quality Quality is “conformance to requirements” (Philip B.Crosby)

Kualitas dari produk atau layanan adalahkemampuannya untuk memenuhi kebutuhan dan

harapan dari pelanggan.

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ARMAND FEGENBAUN AUTOR : TQM (1961) “quality is a customer determination based on the customer’s actual experience with the product or service, measured against his or her requirements - stated or unstated, conscious or merely sensed, technically operational or entirely subjective - and always representing a moving target in a competitive market.”

Definition of Quality

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Scherkenbach (1991): kualitas ditentukan oleh pelanggan; pelanggan menginginkan produk dan jasa yang sesuai dengan kebutuhan dan harapannya pada suatu tingkat harga tertentu yang menunjukkan nilai produk tersebut

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Elliot (1993): kualitas adalah sesuatu yang berbeda untuk orang yang berbeda dan tergantung pada waktu dan tempat, atau dikatakan sesuai dengan tujuan

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Goetch dan Davis (1995): kualitas adalah suatu kondisi dinamis yang berkaitan dengan produk, pelayanan, orang, proses yang memenuhi atau melebihi apa yang diharapkan

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kualitas adalah keseluruhan ciri dan karakteristik produk atau jasa yang kemampuan- nya dapat memuaskan kebutuhan, baik yang dinyatakan secara tegas maupun tersamar. Istilah kebutuhan diartikan sebagai spesifikasi yang tercantum dalam kontrak maupun kriteria-kriteria yang harus didefinisikan terlebih dahulu

Perbendaharaan istilah ISO 8402 dan dari Standar Nasional Indonesia (SNI 19-8402-1991) :

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• Quality• The quality of something can be determined by comparing

a set of inherent characteristics with a set of requirements. If those inherent characteristics meet all requirements, high or excellent quality is achieved. If those characteristics do not meet all requirements, a low or poor level of quality is achieved.

• Quality is, therefore, a question of degree. As a result, the central quality question is: How well does this set of inherent characteristics comply with this set of requirements? In short, the quality of something depends on a set of inherent characteristics and a set of requirements and how well the former complies with the latter.

• According to this definition, quality is a relative concept. By linking quality to requirements, ISO 9000 argues that the quality of something cannot be established in a vacuum. Quality is always relative to a set of requirements.

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• Quality assurance (QA)• Quality assurance is a set of activities intended to establish

confidence that quality requirements will be met. QA is one part of quality management.

Quality characteristic A quality characteristic is tied to a requirement and is an inherent

feature or property of a product, process, or system.• A requirement is a need, expectation, or obligation. It can be stated

or implied by an organization, its customers, or other interestedparties. An inherent feature or property exists in something

or is a permanent characteristic of something.

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Quality improvementQuality improvement refers to anything that enhances an organization's ability to meet quality requirements. Quality improvement is one part of quality management.

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Quality controlQuality control is a set of activities intended to ensure that quality requirements are actually being met. Quality control is one part of quality management.


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• Quality managementQuality management includes all the activities that organizations use to direct, control, and coordinate quality. These activities include formulating a quality policy and setting quality objectives.They also include quality planning, quality control, qualityassurance, and quality improvement.

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Quality management system (QMS)• A quality management system is a set of interrelated or interacting

elements that organizations use to direct and control how quality policies are implemented and quality objectives are achieved.

• A process-based QMS uses a process approach to manage and control how its quality policy is implemented and quality objectives are achieved. A process-based QMS is a network of many interrelated and interconnected processes (elements).

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Each process uses resources to transform inputs into outputs. Since the output of one process becomes the input of another process, processes interact and are interrelated by means of such input-output relationships. These process interactions create a single process-based QMS.

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• Quality manual• A quality manual documents an organization's quality management system

(QMS). It can be a paper manual or an electronic manual. According to ISO 9001 section 4.2.2, your quality manual should:

• Define the scope of your QMS.• Explain reductions in the scope of your QMS.• Justify all exclusions (reductions in scope).

• Describe how your QMS processes interact.• Document your quality procedures or refer to them.• Notice that an ISO 9001 quality manual does not regurgitate the

ISO 9001 standard. While this is a common practice, it not only fails to comply with the standard it also fails to serve any useful function.

• NOTE: ISO 9004 2009 does not require a quality manual.12


http://www.praxiom.com/iso-9004.htm

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• Quality planning Quality planning involves setting quality objectives and then

specifying the operational processes and resources that will be needed to achieve those objectives. Quality planning is one part of quality management.

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Quality plan A quality plan is a document that is used to specify the procedures and resources that will be needed to carry out a project, perform a process, realize a product, or manage a contract. Quality plans also specify who will do what and when.

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• Quality policy• An organization’s quality policy defines top management’s commitment to

quality. A quality policy statement should describe an organization’s general quality orientation and clarify its basic intentions.

• Quality policies should be used to generate quality objectives and should serve as a general framework for action. Quality policies can be based on the ISO 9000 QUALITY MANAGENT PRINCIPLES and should be consistent with the organization’s other policies.

• Quality objectives• A quality objective is a quality oriented goal. A quality

objective is something you aim for or try to achieve. • Quality objectives are generally based on or derived from

an organization’s quality policy and must be consistent with it. They are usually formulated at all relevant levels within the organization and for all relevant functions.

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• ASQ (American Society for Quality): “quality is a subjective term for which each person has his or her own definition” – www.asq.org

• Defining Quality• In technical usage, quality can have two meanings:• the characteristics of a product or service that bear on

its ability to satisfy stated or implied needs, and• a product or service free of deficiencies

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• Defining Quality- Different Views

• Customer’s view (more subjective)• the quality of the design (look, feel, function)• product does what’s intended and lasts

• Producer’s view• conformance to requirements (Crosby)• costs of quality (prevention, scrap, warranty)• increasing conformance raises profits

• Government’s view• products should be safe• not harmful to environment

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• Walter Shewart• In 1920s, developed control charts• Introduced the term “quality assurance”

• W. Edwards Deming • Developed courses during World War II to teach statistical

quality-control techniques to engineers and executives of companies that were military suppliers

• After the war, began teaching statistical quality control to Japanese companies

• Joseph M. Juran• Followed Deming to Japan in 1954• Focused on strategic quality planning

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Armand V. Feigenbaum In 1951, introduced concepts of total quality control

and continuous quality improvement Philip Crosby

In 1979, emphasized that costs of poor quality far outweigh the cost of preventing poor quality

In 1984, defined absolutes of quality management—conformance to requirements, prevention, and “zero defects”

Kaoru Ishikawa Promoted use of quality circles Developed “fishbone” diagram Emphasized importance of internal customer

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Defin

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• Quality concepts apply to products and to services• Quality has many “scales” or “characteristics”• Quality should be aimed at the needs of the

customer• Quality means meeting the product quality

characteristics that are important to the customer

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• Product and service quality can be defined as: The total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectations of the customer - A. V. Feigenbaum

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Definition of Quality 21

•Quality is conformance to requirements - P. Crosby


• Narrowly interpreted, quality means quality of product• Broadly interpreted, quality means quality of work,

quality of service, quality of information, quality of process, quality of division, quality of people, including workers, engineers, managers, and executives, quality of system, quality of company, quality of objectives, etc. To control quality in its every manifestation is our basic approach (Ishikawa’s)

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• Narrowly interpreted, quality means quality of product• Broadly interpreted, quality means quality of work, quality

of service, quality of information, quality of process, quality of division, quality of people, including workers, engineers, managers, and executives, quality of system, quality of company, quality of objectives, etc. To control quality in its every manifestation is our basic approach (Ishikawa’s)

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• Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs (ISO)

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• Quality meets requirements• Quality is binary• Quality focuses on requirements• Requirements must be in writing• Requirements must be verifiable

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Tenets of Quality

• Quality is directed at customer satisfaction• Quality means “meets requirements”• Quality applies to every product• Quality is a profitable investment• Quality requires changing an organization’s

culture• Quality requires top management leadership

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Tenets of Quality Cont.

• Quality is everybody’s job• Quality equates to “good business practice”• Quality requires a focus on people• Quality is achieved through process

improvement• Quality improvement is forever• Quality must be a fundamental long-term goal

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• If a company follows the principle of “quality first,” its profits will increase in the long-run. If a company pursues the goal of attaining a short-term profits, it will lose competitiveness in the international market, and will lose profit in the long run. - Ishikawa• The secret of Japan’s success is an unrelenting, some

might say fanatical adherence to what amounts to a de facto national policy. That policy is quality first. - Dana M. Cound “A Call for Leadership”

Couple of Quotes

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• Dari beberapa definisi tentang kualitas ini, maka saya lebih memilih pengertian kualitas sesuai Quality Management System (QMS) terutama sesuai standar ISO yang berlaku, karena untuk negera berkembang seperti di Indonesia sangat perlu penerapan sistem ini. Pada semua level dan apapun jenis pekerjaannya, agar bisa sinergi dengan peta kompetisi yang ada.• Disamping itu QMS ini cocok dengan area geografis

seperti Indonesia yang memerlukan kesatuan visi kualitas dengan proses yang mutlak untuk menjadikan produk, jasa dalam negeri menjadi lebih kompetitif, mampu menjawab tantangan globalisasi dan era pasar bebas.

CONCLUSION

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• www.isg.org• www.asq.org• www.investopedia.com/terms/q/quality-management.asp• www.businessdirectory.com/defintion/quality-management.ht

ml• www.thecqi.org• Asq.org/training/topic/quality-management.html• www.saiglobal.com › Audit and Certify › Auditing• www.iso.org/iso/home/standards/management-standards/iso

_9000.htm• http://certificationeurope.com/iso-9001-quality-management-

certification/

Referensi :

http://www.isg.org/

http://www.asq.org/

http://www.investopedia.com/terms/q/quality-management.asp

http://www.businessdirectory.com/defintion/quality-management.html

http://www.businessdirectory.com/defintion/quality-management.html

http://www.thecqi.org/

http://www.saiglobal.com/assurance/

http://www.saiglobal.com/assurance/auditing/

http://www.iso.org/iso/home/standards/management-standards/iso_9000.htm







http://certificationeurope.com/iso-9001-quality-management-certification/

http://certificationeurope.com/iso-9001-quality-management-certification/

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Terima Kasih

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