quality management syamsir abduh trisakti

7/30/2019 Quality Management Syamsir ABDUH Trisakti

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INTRODUCTION to QUALITYMANAGEMENT

PROF. SYAMSIR ABDUH, PhD


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What is Quality?

QUALITY(Conventional)

PerformanceReliabilityEasy for use

Esthetics

QUALITY(Strategic)

Meeting the need of customers

Q-MATCHQuality = Meets Agreed Terms

and Changes


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Quality Defined

Fitness for use (Juran)

Conformance to specifications (Crosby)

Loss to society(Taguchi)

Predictable degree of uniformity(Deming)

Totality of characteristics of an entity that bear on its

ability to satisfy stated and implied needs (ISO: 8402-

1994)


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Two Components of Quality

Performance

Reliability

Durability

Ease of use

Serviceability

Esthetics

Availability of options

& expandability

Reputation

Accuracy

Timeliness

Completeness

Friendliness & courtesy Anticipating customer needs

Knowledge of server

Appearance of facilities

& personnel

Reputation

Manufacturing

Industries

Service

Industries

Productfe

atures

Product free of defects

and errors at delivery, during

Use, servicing

Service free of error during

Original and future service

transactionsFr

eedom

from

d

eficiencies


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Total Organization Performance

Efficiency

Effectiveness

Quality

ProductivityProfitability

(Organizational

Performance)

Innovation

Quality of Working Life


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Cost Reduction Strategy

Quality Improvement

Cost Reduction

Productivity Improvement

Price Competitiveness

Market Share

Focus on Business

Workforce

Return on Investment


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Profit

AttractCust

RetainCust

EnhanceRelation

Value

Price Overall

QualityImage

Sales

Market

NewProduct

Dev

Product DeliveryAfterSales

Support

Attributes Attributes Attributes Attributes Attributes


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Quality Disciplines and

Other Disciplines

Discipline Finance

Industrial Engineering

Information technology

Marketing research Operation management

Operation research

Organizational behavior

Organizational Effectiveness

Strategic planning

System engineering

Value engineering

Example of contribution Measuring the cost of poor quality

Design of integrated system

Measurement, analysis, reporting

Competitive standing on quality Management of integrated systems

Analyzing product design alternative

Understanding quality culture

Satisfying the needs of both internal &external

Quality as a means of achieving c.a

Translating customer needs into p.f

Analysis of essential functions needed bycustomer


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Understanding Customer- Defined Quality

In a total quality, quality is defined by the customer

The customer must be the organizations top priority. Theorganizations survival depends on the customer

Reliable customers are the most important customers

Customer satisfaction is ensured by producing high quality

products


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QUALITY EVOLUTION

Current

- Six sigma

- Leanmanagement

1930

Shewartcycle

1950s

Deming inJapan

1980

Qualitycircles

1985

Deming/Crosby/ Juran

Late 1980s

TQM

1990

Baldrigecriteria

Future?


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QUOTES ABOUT QUALITY

Its not enough to do your best. First you have to know

what to do. Then you can do your best.

Dr. Edward DemingIf you cant describe what you are doing as a process, you

dont know what you are doing.

Dr. Edward Deming

It has been said that there will be two kinds of company in

the future, companies which have implemented Total

Quality and companies which are out of business

John Cullen


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QUESTIONS?

quality management syamsir abduh trisakti

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