Quality Definitions Tugas Individu

TUGASINDIVIDU
NAMA :ABDULSALAM
NIM :0122130001
DOSEN PEMBIMBING :
PROF. DR. SYAMSIR ABDUH., MM, Ph.D
07/06/2014DefinitionofQuality
1

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”(PhilipB.
Crosby)
Kualitas dari produk atau layanan adalah
kemampuannya untuk memenuhi kebutuhan dan
harapan dari pelanggan.
2

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
representinga moving target in a competitive market.”
3

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
4
Elliot (1993):
kualitas adalah sesuatu yang berbeda untuk orang yang
berbeda dan tergantung pada waktu dan tempat, atau
dikatakan sesuai dengan tujuan

5
Goetch dan Davis (1995): kualitas adalah suatu
kondisi dinamis yang berkaitan dengan produk,
pelayanan, orang, proses yang memenuhi atau
melebihi apa yang diharapkan

kualitas adalah keseluruhan ciri dan karakteristik produk atau jasa yang
kemampuannya 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) :
6

• 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.
7

• 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 interested
parties. An inherent feature or property exists in something
or is a permanent characteristic of something.
8

Quality improvement
Quality improvement refers to anything that enhances an
organization's ability to meet quality requirements. Quality
improvement is one part of quality management.
9
Quality control
Quality control is a set of activities intended to ensure that
quality requirements are actually being met. Quality control
is one part of quality management.

• Quality management
Quality 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, quality
assurance, and quality improvement.
10

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).
11
Definitionof Quality
Each processuses resources to transform inputs intooutputs. Since theoutputof
one process becomes the input of another process, processes interact and are
interrelated by means of such input-output relationships. These process
interactions createasingleprocess-basedQMS.

• 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

• 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.
13
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.

• 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.
14

• 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
15

• 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
16

• 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
17

 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
18
DefinitionofQuality

• 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
19

• 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
20
DefinitionofQuality

Definition of Quality 21
•Quality is conformance to
requirements - P. Crosby
07/06/2014
• 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)

• 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)
22

• 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)
23
• Quality meets requirements
• Quality is binary
• Quality focuses on requirements
• Requirements must be in writing
• Requirements must be verifiable

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
24

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
25

26
• 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

27
• 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

28
• www.isg.org
• www.asq.org
• www.investopedia.com/terms/q/quality-management.asp
• www.businessdirectory.com/defintion/quality-
management.html
• 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 :

Terima Kasih
29

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