m 04 model manajemen mutu - · pdf file1951) untuk individual dan organisasi yang memiliki...

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TI-3221 PENGENDALIAN KUALITAS STATISTIK

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Departemen Teknik Industri - ITB

TOPIK 4

MODEL MODEL MANAJEMEN MUTUMANAJEMEN MUTU


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QUALITY MANAGEMENT FRAMEWORK

Sasarandan Visi

Organisasi

Misi

Faktor Kritisuntuk Sukses

Proseskritis

ProsesAnalisa

ISO 9000

Tool of TQM

IdentifikasiKesempatan

untukPerbaikan

Analisis Gap Evaluasi Diri

Benchmarking

AnalisaPengukuran

Kinerja

Apakahdibutuhkanterobosan

VisualisasiProses Ideal

Perbaikan Incremental

ProsesPengukuran

Business Process Re-engineering

Pendidikan, Pelatihan & PengembanganInvestasi SDM Kebutuhan Pengembangan SDM

Sistem Evaluasi Diri

Umpan Balik

Y

N

2


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MODEL MANAJEMEN KUALITAS

ISO 9000

Deming Prize Model

Malcolm Baldrige Award

EFQM


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ISO 9000

PROCESSES OutputsInputs

PROCESS MANAGEMENT

RESOURCE MANAGEMENT

MANAGEMENT RESPONSIBILITY

Suppliers Customers

Quality Management (System) Structure

Actions of measurement, evaluation, and improvement

PDC

A

PD C

A

3


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Management responsibilityCommitmentCustomer orientedQuality policyPlanningResponsibility, authority & communicationManagement review

ISO 9000


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Resource managementAvailability Human resource InfrastructureWork environment

ISO 9000

4


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Product realizationPlanningCustomer process Design & developmentPurchasingProduction & servicesControl, monitoring & measurement tools

ISO 9000


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Measurement, evaluation & improvementMonitoring & measurementControl of non-conformanceData analysisImprovement

ISO 9000

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Japan Union of Scientist & Engineer (JUSE) memberikan Deming Prize Award (sejak1951) untuk individual dan organisasi yang memiliki kontribusi pada pengembangankualitas.Japan Productivity Center for Socio-Economic Development (JPC-SED) mengambil inisiatif untuk Japan Quality Aaward sejak 1995.

Deming Prize & Japan Quality Award


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Deming Prize Award

ORGANIZATION & ADMINISTRATION

EDUCATION & EXTENSION

CORPORATE POLICY IMPLEMENTATION RESULTS

FUTURE PLANS

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The Japan Quality Award FrameworkThe Japan Quality Award Framework

2 Understanding and Interaction with Customers & Markets

1 Management

Vision &Leadership

3 Strategic Planning

& Deployment

4 Human Resource

Management &Learning

Environment

5 Process Management

8 Customer

Satisfaction

7 Results of Enterprise Activities

2 Understanding & Interaction with Customers & Markets

6 Sharing and Utilization of Information

Business Overview

COPYRIGHT: JPC-SED (2001), www.jpc-sed.or.jp/eng/


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MBNQA is an annual U.S. national quality award created by public law in 1987.

The Malcolm Baldrige National Quality Award

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Organizational Profile:Organizational Profile:Environment, Relationships, and ChallengesEnvironment, Relationships, and Challenges

6 Process

Management

4 Information and Analysis

3 Customer and Market

Focus

2 Strategic Planning

5 Human Resource

Focus

1Leadership

7Business Results6 6

Process Process ManagementManagement

4 Information and Analysis 4 Information and Analysis

3 Customer 3 Customer and Market and Market

FocusFocus

2 2 Strategic Strategic PlanningPlanning

5 Human 5 Human Resource Resource

FocusFocus

11LeadershipLeadership

77Business Business ResultsResults

MBNQA FrameworkMBNQA Framework

COPYRIGHT: NIST (2001), www.quality.nist.gov


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In 1991 the European Quality Award was established and administered by the European Foundation for Quality Management (EFQM) to recognize companies with the highest level of commitment to quality in EuropeThe EFQM Model for Business Excellence is used by European organizations to assess the concepts of TQM

The European Quality Award

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The EFQM Excellence Model

PEOPLE (9%)

PARTNERSHIPS AND RESOURCES (9%)

PEOPLE RESULTS(9%)

SOCIETY RESULTS(6%)

LEADERSHIP(10%) POLICY & STRATEGY

(8%)

PROCESSES

(14%)CUSTOMER RESULTS

(20%)

KEY PERFORMANCE

RESULTS

(15%)

PEOPLE

PARTNERSHIPS & RESOURCES

PEOPLE RESULTS

SOCIETY RESULTS

LEA

DER

SHIP

LEA

DER

SHIP

POLICY & STRATEGY

PRO

CES

SES

PRO

CES

SES

CUSTOMER RESULTS K

EY

KEY

PE

RFO

RM

AN

CE

PER

FOR

MA

NC

ER

ESU

LTS

RES

ULT

S

ENABLERS RESULTS

INNOVATION AND LEARNING

COPYRIGHT: EFQM (2001), www.efqm.org


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Product oriented


PRODUCTION (Process & Inspection)

CUSTOMER SPECIFICATION

BUSI

NESS

RES

ULTS

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Process oriented


‘STRATEGY’(Operational)

RESOURCE MANAGEMENT

PROCESS CONTROL

(Monitoring & Adjustment)


BUSI

NESS

RES

ULTS


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System oriented


PEOPLE MANAGEMENT


RESOURCE MANAGEMENT

PROCESS MANAGEMENT

‘REWARD SYSTEM’


BUSI

NESS

RES

ULTS

LEAD

ERSH

IP

10


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Chain oriented


PEOPLE MANAGEMENT


RESOURCE MANAGEMENT

PROCESS MANAGEMENT

‘REWARD SYSTEM’


BUSI

NESS

RES

ULTS

LEAD

ERSH

IP


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Total Quality Management oriented


PEOPLE MANAGEMENT


RESOURCE MANAGEMENT

PROCESS MANAGEMENT

‘REWARD SYSTEM’


BUSI

NESS

RES

ULTS

LEAD

ERSH

IP

IMPACTS ON SOCIETY

Enabler Results

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Contoh: Indonesian manufacturing firms

The European Quality Award Assessment

0

1

2

3

4

5Process management

Reseource management

People management

Customer satisfaction

Impact on society Business result

People satisfaction

Policy and strategy

Leadership

Case 1 MECCase 2 HECCase 3 AAC


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Research on factors of quality management model

Reference: Porter L., & Tanner, S., 1996, Assessing Business Excellence, Butterworth – Heinemann, Singapore.

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Reference: Porter L., & Tanner, S., 1996, Assessing Business Excellence, Butterworth – Heinemann, Singapore.


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Reference: K. C. Tan and C. S. Lim (1999) “A detailed trends analysis of national quality awards worldwide” Total Quality Management, Vol. 11 Issue 8, pp. 1065 – 1080


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STRUKTUR SISTEM KUALITAS & ANTARMUKA (INTERFACE)

PRODUCT PRODUCT INTERFACEINTERFACE

SERVICE SERVICE INTERFACEINTERFACE

TECHNOLOGY TECHNOLOGY INTERFACEINTERFACE

CUSTOMERSCUSTOMERS

COST

PERFORMANCE

TIMELINESS

ORGANIZATION

INDIVIDUAL SOCIETY

PRODUCTS

PROCESSES AUTOMATION


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QUALITY PLANNING ROADMAP

Establish quality goals

Identifikasi konsumen

Identifikasi kebutuhan konsumen

Kembangkan karakteristik produk

Kembangkan karakteristik proses

Buat kendali proses, transfer ke operasi

Daftar quality goals

Daftar konsumen

Daftar kebutuhan konsumen

Desain produk

Desain proses

Proses siap untuk produk

Laku

kan

peng

ukur

an u

ntuk

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QUALITY FUNCTION DEPLOYMENT1. HOQ1. HOQ


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QUALITY FUNCTION DEPLOYMENT

2. Part Deployment2. Part Deployment

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QUALITY FUNCTION DEPLOYMENT3. Process Deployment3. Process Deployment


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QUALITY FUNCTION DEPLOYMENT4. Production 4. Production

PlanningPlanning

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CHECK ACTION

PLAN

DOP

D

A

C

P

D

A

C

Continuous Improvement

LANGKAH2 PENGENDALIAN KUALITAS

Problem Solving Cycle:Problem Solving Cycle:PDCA CyclePDCA Cycle

m 04 model manajemen mutu - · pdf file1951) untuk individual dan organisasi yang memiliki...

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