week 1 - industriuntarb17.files.wordpress.com · pengertian suatu teknik dan kegiatan untuk...

By : L.L.S

Week 1

1 PENGENDALIAN KUALITAS WEEK 1 & 2

Secara Umum:

a. Webster’s Dictionary

degree of excellence of a thing

b. American Society for Quality

totality of features and characteristics that satisfy needs

c. Consumer’s and Producer’s Perspective


Pengertian

Suatu teknik dan kegiatan untuk mencapai

keinginan yang berkelanjutan dan kualitas

produk atau jasa harus dibuktikan.

Tujuan :

Design, Kualitas

dan Harga

CUSTOMER

SATISFACTION


1. Spesifikasi baku

2. Desain yang sesuai spesifikasi

3. Produksi atau instalasi sesuai dengan

toleransi yang diizinkan

4. Adanya Inspeksi

5. Revisi


Fisik

- Panjang , Berat, …

Sensor

- Rasa, penampilan, warna,…

Orientasi waktu

- Keandalan, pemeliharaan, pelayanan


Fitness for

Consumer Use

Producer’s Perspective Consumer’s Perspective

Quality of Conformance

• Conformance to

specifications

• Cost

Quality of Design

• Quality characteristics

• Price

Marketing Production

Meaning of Quality


Quality of Conformance

Making sure a product or service is produced according

to design

if new tires do not conform to specifications, they wobble

if a hotel room is not clean when a guest checks in, the hotel

is not functioning according to specifications of its design


Fitness for use

how well product or service

does what it is supposed to

Quality of design

designing quality characteristics

into a product or service

A Mercedes and a Ford are

equally “fit for use,” but with

different design dimensions

3-8 PENGENDALIAN KUALITAS WEEK 1 & 2

Consumer’s and producer’s perspectives

depend on each other

Consumer’s perspective: PRICE

Producer’s perspective: COST

Consumer’s view must dominate


Manufacturing Dimensions Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality

Service Dimensions Reliability Responsiveness Assurance Empathy Tangibles


Performance basic operating characteristics of a product; how

well a car is handled or its gas mileage

Features “extra” items added to basic features, such as a

stereo CD or a leather interior in a car

Reliability probability that a product will operate properly

within an expected time frame; that is, a TV will work without repair for about seven years


Conformance degree to which a product meets pre–established

standards

Durability how long product lasts before replacement

Serviceability ease of getting repairs, speed of repairs,

courtesy and competence of repair person


Aesthetics how a product looks, feels, sounds,

smells, or tastes

Safety assurance that customer will not suffer

injury or harm from a product; an especially important consideration for automobiles

Perceptions subjective perceptions based on brand

name, advertising, and the like


Time and Timeliness

How long must a customer wait for service,

and is it completed on time?

Is an overnight package delivered overnight?

Completeness:

Is everything customer asked for provided?

Is a mail order from a catalogue company

complete when delivered?


Courtesy: How are customers treated by employees?

Are catalogue phone operators nice and are their voices pleasant?

Consistency Is the same level of service provided to each

customer each time?

Is your newspaper delivered on time every morning?


Accessibility and convenience How easy is it to obtain service?

Does a service representative answer you calls quickly?

Accuracy Is the service performed right every time?

Is your bank or credit card statement correct every month?

Responsiveness How well does the company react to unusual situations?

How well is a telephone operator able to respond to a customer’s questions?


Consumer’s and producer’s perspectives

depend on each other

Consumer’s perspective: PRICE

Producer’s perspective: COST

Consumer’s view must dominate


Customer

Marketing

Rekayasa Desain

Pengadaan

Proses Desain Produksi Inspeksi dan

Pengujian

Pengepakan dan

Gudang

Pelayanan

Produk

Kualitas

Produk


Reputasi Perusahaan

Penurunan Biaya

Peningkatan Pangsa Pasar

Petanggungjawaban Produk

Dampak Internasional

Penampilan Produk atau jasa

Mutu yang dirasakan


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


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


Tahun 1920 :

Pengendalian mutu dimulai di Amerika Serikat yang

terbatas pada Dept Produksi atau pembuatan barang

Tahun 1924 :

Diperkenalkan Control atau bagan kontrol dan

dikembangkan oleh Doktor WA Stuwart dari USA


Tahun 1940 :

Dimulai pengendalian mutu yang menggunakan

metode statistik dan dipelopori oleh Prof.Dr.JM.Juran

dan Prof. Deming

Tahun 1945-1950 :

Statistical Quality Control (SQC) diperkenalkan di

AS terutama di kalangan angkatan bersenjata

Tahun 1949 :

SQC masuk Jepang untuk memperbaiki mutu produk

di Jepang pada waktu itu masih rendah


Tahun 1951-1954 :

SQC dikembangkan secara masal di Jepang dan diadakan semacam penghargaan bagi yang mencapai derajat mutu yang tinggi dengan pemberian DEMING PRICE

Tahun 1955 :

Peter Drucker mengembangkan Management By Objective (MBO) yang memberikan penekanan pada “Strategic Planning Management Development”


Tahun 1960 :

Dikembangkan Company Wide Quality Control

(CWQC) yang mengharuskan semua karyawan

belajar metode statistic dan ikut berpartisipasi dlm

menggalakkan TQC

Tahun 1962 :

Pelaksanaan pengendalian mutu dan digunakan

Cause & Effect Diagram pada pelaksanaan QCC.


Tahun 1978 :

TQC masuk ke Indonesia bermula dari perusahaan-perusahaan Jepang yang menanamkan modalnya di Indonesia

Tahun 1980 :

TQC masuk ke Dept Perindustrian RI dan diakui oleh Dept Perhub RI.

Tahun 1988 :

Tepatnya tgl 28 Oktober 1988 dikeluarkan SK No : DZ/SKEP/5040/88 ttg Pelaksanaan Kegiatan Pengendalian Mutu Terpadu di Lingk. PT GARUDA Indonesia


EVOLUSI DARI TQM Inspection

Quality

Control

Quality

Assurance

QM & TQM


1. W. Edward Deming

2. Philip B Crosby

3. Joseph M Juran PhD


Deming’s 14 Point

1. Create constancy of purpose

2. Adopt philosophy of prevention

3. Cease mass inspection

4. Select a few suppliers based on quality

5. Constantly improve system and workers

6. Institute worker training

7. Instill leadership among supervisors

8. Eliminate fear among employees

9. Eliminate barriers between departments

10. Eliminate slogans


11. Remove numerical quotas

12. Enhance worker pride

13. Institute vigorous training and education

programs

14. Develop a commitment from top

management to implement above 13 points


14 Langkah Perbaikan Mutu

1. Komitmen Manajemen

2. Tim Perbaikan Mutu

3. Pengukuran Mutu

4. Biaya Evaluasi Mutu

5. Kesadaran Mutu

6. Tindakan Koreksi

7. Zero Defect

8. Training for Supervisor

9. Zero Defect day

10. Make a Target n purpose

11. Kesalahan berakibat fatal

12. Pengenalan

13. Dewan Mutu

14. Pengulangan 33 PENGENDALIAN KUALITAS WEEK 1 & 2

Quality Planning

Quality Control

Quality Improvement


Metode Grafis

- Flowchart

- Diagram Sebab Akibat

- Diagram Pareto

- Time Series

- Check sheet

- Histogram

- Run chart

- Scattered Diagram

- Control Chart


Analisa Matriks

- Biasanya digunakan untuk membandingkan

kelompok kategori.

- Sederhana dan efektif


Data Verbal

- Flowchart

- Brainstorming

- Affinity Diagram

- Cause Effect Diagram

Data numerik


0

5

1

0

15

20

1 2 6 13 10 16 19 17 12 16 2017 13 5 6 2 1


COMPONENTS REPLACED BY LAB

TIME PERIOD: 22 Feb to 27 Feb 2002

REPAIR TECHNICIAN: Bob

TV SET MODEL 1013

Integrated Circuits ||||

Capacitors |||| |||| |||| |||| |||| ||

Resistors ||

Transformers ||||

Commands

CRT |


NUMBER OF CAUSE DEFECTS PERCENTAGE

Poor design 80 64 %

Wrong part dimensions 16 13

Defective parts 12 10

Incorrect machine calibration 7 6

Operator errors 4 3

Defective material 3 2

Surface abrasions 3 2

125 100 %


Perc

en

t fr

om

each

cau

se

Causes of poor quality

0

10

20

30

40

50

60

70 (64)

(13) (10)

(6) (3) (2) (2)


Operation Decision Start/ Finish

Start/ Finish

Operation

Operation Operation

Operation

Decision


PENGENDALIAN KUALITAS WEEK 1 & 2

Y

X

Quality

Problem

Out of adjustment

Tooling problems

Old / worn

Machines

Faulty

testing equipment

Incorrect specifications

Improper methods

Measurement

Poor supervision

Lack of concentration

Inadequate training

Human

Deficiencies

in product design

Ineffective quality

management

Poor process design

Process

Inaccurate

temperature

control

Dust and Dirt

Environment

Defective from vendor

Not to specifications

Material-

handling problems

Materials


18

12

6

3

9

15

21

24

2 4 6 8 10 12 14 16

Sample number

Nu

mb

er

of

defe

cts

UCL = 23.35

LCL = 1.99

c = 12.67


“C U NEXT WEEK”


week 1 - industriuntarb17.files.wordpress.com · pengertian suatu teknik dan kegiatan untuk...

Documents