1. Konsep Kualitas

Konsep KualitasArif Lukman, MBA081321135253ariflukman.97155@gmail.com

Rules of the gamesKeterlambatan maksimal 15 menitKetidakhadiran maksimal 3 kali

termasuk sakit, izin dan bolos kecuali mewakili institusi untuk mengikuti lomba

Referensi : Introduction to Statistical Quality Control, 4th ed. Montgomery DC.

Pola Penilaian :- Tugas 40%- UTS & UAS masing-masing 30%

Quality, why is it important?

Quality

Produsen Konsumen

Daya saing

Nilai

Customer Satisfaction Model

Pentingnya Peningkatan Kualitas dari Kacamata Produsen

Hirarki Manajemen Mutu dalam Rantai Produksi

Rantai Kualitas

Kualitas dalam Daur Hidup Produk

Daya Saing & NilaiDaya Saing :

Posisi relatif sebuah perusahaan terhadap perusahaan lain di mata pelanggan dalam hal nilai yang diciptakan oleh produk atau jasa yang dihasilkan

Nilai dapat dinyatakan dalam bentuk:- Quality- Cost- Delivery- Flexibility of choices

Competitiveness

Aspects of Quality (Garvin, 1987)Does the product perform

properly?Is it reliable? ... durable? ... easily

maintained?Is the product attractive?Does it have good features?Does it have a good reputation?Does it conform to specifications?

8 Dimensions of Quality

1. Performance2. Reliability3. Durability4. Serviceability5. Aesthetics6. Features7. Perceived Quality8. Conformance to Standards

Critical To Quality (CTQ) CharacteristicPhysical : length, weight, voltage,

viscositySensory : taste, appearance,

colorTime orientation : reliability,

durability, serviceability

Definisi KualitasKarakteristik fisik & non-fisik yang mencerminkan

sifat dasar benda atau sifat khususnya (Webster)Karakteristik atau kombinasi/kumpulan

karakteristik yang membedakan satu benda dari lainnya (Radford)

Conformance to requirement (Crosby);Fitness for use (Juran);Ditujukan pada kebutuhan (needs) konsumen,

sekarang dan nanti (Deming);Loss imparted to society (Taguchi)Totalitas features & karakteristik produk atau jasa

yang memberikan kemampuan untuk memuaskan kebutuhan konsumen, stated or implied (ISO1804)

Definisi KualitasTraditional definition :

Quality is fitness for use (tepat guna) that encompass both quality of design and quality of conformance

Modern definition :Quality is inversely proportional to undesirable variability (less variability better quality)

Management Aspects of Quality ImprovementEffective management of quality

requires theexecution of three activities:1. Quality Planning2. Quality Assurance3. Quality Control and

Improvement

Quality PlanningQuality planning is strategic activities in

order to develop and deliver quality products and services to the customer

Quality planning involves:- identifying customer needs (external and internal)- planning on how to develop products & services that meet or exceed customer needs- planning for processes of quality improvement (reducing undesirable variability) on a specific & systematic basis

Quality AssuranceQA is a set of activities that ensures the

quality levels of products & services are properly maintained and that supplier & customer quality issues are properly resolved

Documentation of the quality system is an important component of QA

Quality system documentation involves four components :- policy what is to be done and why- procedures methods & personnel- work instructions and specifications- records

Quality Control & ImprovementTraditional notion:

Quality Control – the exercising of restraint or direction over someone or something to assure that specifications are met as closely as possible.

Modern notion:Reduced variability better qualityQuality Improvement – the reduction of variability in processes and products.

The Transmission Example

•The transmission example illustrates the definition of quality improvement

•An equivalent definition is that quality improvement is the elimination of waste. This is useful in service or transactional businesses.

Why is QC important?Hand-made articles are often of high quality due to

* one person being responsible for all aspects of production* pride of workmanship

Problem: low productivity costlySolution: mass productionProblem: quality decreasesCaused by:

* less attention paid to detail* problems may not be seen as they develop.* small amounts of variability in stage of production large over-all variability in final product

TerminologiPerformance characteristics : relevant attributes

which can be measuredTarget Value : the most desirable level of a

performance characteristicSpecifications:

* USL (upper specification limit) - the highest level considered to be acceptable.* LSL (lower specification limit) - the lowest level considered to be acceptable.

If a performance characteristic is assigned a LSL and USL, it is considered to have a two-sided tolerance.

If only one of the LSL or USL is set, then the characteristic has a one-sided tolerance.

Terminologi (cont’d)Products which fail to meet

specifications are said to be nonconforming or defective.

A problem or flaw in a finished item is said to be a nonconformity or defect.

Not all products containing a defect are necessarily defective (misal baju yang kancingnya hilang satu di salah satu lengannya masih bisa diloloskan untuk dijual)

Methods of Quality ControlAcceptance Sampling: procedures for

inspecting the finished productA sample of items is selected from each

lot, and the number of defective items is counted

Using a statistical rule, the lot is either judged1. acceptable or2. unacceptable (i.e. too many defectives).

MIL-STD-105E is the most popular acceptance sampling system