This document discusses the principles of quality management and total quality. It begins by defining quality from different perspectives, such as meeting or exceeding customer expectations. It then covers key principles of total quality including customer focus, process orientation, continuous improvement, empowerment and teamwork, management by fact, and leadership and strategic planning. For each principle, it provides explanations and examples. It also discusses the differences between manufacturing and service quality. Overall, the document provides an introduction to quality management concepts.

1. Pengantar
Manajemen Kualitas
Presented by
DR.IR. H. HASMAND ZUSI. M.SC

2. PENGANTAR MANAJEMEN KUALITAS
Semoga setelah mengikuti pelajaran ini,
saya akan menjadi Pribadi yang lebih
berkualitas dari hari hari sebelumnya
Jika kualitas saya nanti akan sama saja
dengan hari ini, saya telah merugi

3. PENGANTAR MANAJEMEN KUALITAS
Semoga setelah mengikuti pelajaran ini,
saya akan menjadi Pribadi yang lebih
berkualitas dari hari hari sebelumnya
Jika kualitas saya nanti akan sama saja
dengan hari ini, saya telah merugi

4. NILAI……….?????
UTS= 30 %
UAS = 30 %
PRESENTASI=25%
Kehadiran= 15 %
Total = 100 %

5. Selamat Belajar

6. Getting Ahead of the
Competition
Jadikan diri anda yang terbaik

7. Quality is…..
Invisible when GOOD
Impossible to ignore when BAD

8.  Performance to the standard expected by the
customer …… Fred Smith , CEO FEDEX
 Providing our customers with products and
services that consistenly meet their needs and
expectations… (Boing Management )
 Doing the right thing right the first time , always
striving for improvement and always satisfying the
customer .. (The US Dept.of Defense)

9.  Menurut Edwards Deming
Kualitas bagi seorang pekerja pabrik, adalah
apabila dia merasa bangga dengan hasil kerja nya
yang bagus.
Kualitas kerja yang jelek berarti dia kehilangan
pekerjaan, di pecat, kondite jatuh, kehilangan
harga diri

10. Banyak pendapat tentang definisi Kualitas, seperti :
 Quality involves meeting or exceeding customer expectations
 Quality applies to products, services,people,processes and
environments
 Quality is an ever-changing state… What is considered quality
today may not be good enough to be quality tomorrow
QUALITY IS A DYNAMIC STATE ASSOCIATED
WITH PRODUCTS, SERVICES,
PEOPLE,PROCESSES AND ENVIRONMENT
THAT MEETS OR EXCEEDS EXPECTATIONS.

11.  SEGALA SESUATU YANG MELEKAT PADA
SEBUAH PRODUK ATAU JASA YANG MAMPU
MEMENUHI BAHKAN MELAMPAUI TUNTUTAN
DAN HARAPAN KONSUMEN.

12.  Mudah dalam penggunaan (easy of use)
 Mudah didapat (accessibility )
 Harga kompetitive ( The price is right)
 Tahan lama (Durability)
 Ada nilai estetikanya
 Memberikan rasa bangga, aman dst (Prestige)
 Pencitraan diri (Self Image)
 dst

13.  People define quality in many ways.
 Qualtiy as superiority or excellent
 Quality as a lack of manufacturing or service defects
 Quality as related to Product feature or price

14. Quality could be one of
Perfection
Consistency
Eliminating waste
Speed of Delivery
Compliance with policies and procedure
Providing a good, usable product
Doing it right the first time
Delighting or Pleasing Customers
Total Customer Service and satisfaction

15. Manufacturing Product
8-quality dimensions
1.Performance a product’s primary operating characteristics
2.Features the”bells ans Whistles” of a product
3.Reliability the probability of a product’s surviving over a
specified period of time under state condition of use.
4.Conformance the degree to hich physical and performance
characteristic of a product match pre-establish standard
5.Durability the amount of use one gets from a product before
it phisically deteriotes or untill repalcement is preferable
6.Serviceability the ability to repair a product quickly and easily
7.Aesthetics how a product lokks, feels, sounds, tastes etc
8.Perceived quality subjective assessment resulting from
image, advertising or brand names

16. 8-Quality dimension
in Services
1.Time How much time must a customer wait?
2. Timeliness Will a service be performed when
promised?
3. Completeness Are all items in the order
included?
4. Courtesy Do frontline employees greet each
customer cheerfully?
5. Consistency Are service delivered in the
same fashion for every customer, and every
time for the same customer ?
6. Accessibility Is the service easy to obtain ?
7. Accuracy Is the service performed right the
first time ?
8. Responsiveness Can service personnel react
quickly and resolve unexpected problems ?

17. The Production of Service differs
from Manufacturing in many ways.
1.Customer needs and peformance
standard are often difficults to identify and
measure, primarily because the customer
define what they are , and each customer is
different
2.The production of services typically
requires a higher degree of customization
than does manufacturing. Bagi seorang Dokter ,
lain pasien lain cara pendekatannya . In
manufacturing the goal is uniformity

18. The Production of Service differs from Manufacturing
in many ways.
3.The output of many service systems is
intangible, whereas manufactruring is
tangible. Manufacturing quality can be
assessed againts firm design specification,
but service quality can only be assessed
againts customers’ subjective, neboleus
expectation and past experiences.
Manufacturing goods can be replace by
manufacturer, but poor service can only be
followed by apologies and reparations.
4. Service are produce and consumed
simultaneously. Whereas manufactured
goods are produced prior to consumption.
In addition service can not be stored,
inventoried.

19. The Production of Service differs from
Manufacturing in many ways.
5. Customer often are involved in the service process
and prevent while it is being performed. Whereas
manufacturing is performed away from the customer.
6. Service are generally labor intensive, whereas
manufacturing is more capital intensive. The quality of
human interaction is a vital factor for service that
involve human contact. The quality of hospital care
depends heavily on interactions among the patients,
nurses, doctors, and other medical staff.

20. Principles of Total Quality
 1. Customer focus
 2. Process orientation
 3. Continous Improvement
 4. Empowerment and Teamwork
 5. Management by fact
 6. Leadership and Strategic
planning

21. CUSTOMER FOCUS
 The Customer is the judge of Quality
Understanding customer needs, both
current and future
Listening and learning from customer
Measuring their satisfaction relative to
competitors
Building relationships with customer.

22. Process Orientation
 a Process is a sequence of activities that is intended
to achieve some result.
 a Process is how work created value for customers

23. Continuous Improvement and
Learning
 Enhancing value to the customer through
new and improved products and services
 Improving productivity and operational
performance through better work processes
and reductions in errors, defects, and waste
 Improving flexibility, responsiveness, and
cycle time performance

24. Continuous Improvement and Learning
 Enhancing value to the customer through new and
improved products and services
What does it means ?
Prof. Noriaki Kano suggest that three classes of customer needs
exist :
 Dissatisfiers
 Satisfiers
 Delghters/ exciters

25. Dissatisfiers
Those needs that are expected in a product or service,
such as a Radio, Tool kits , and require safety features
in an automobile. Such items generally are not stated by
customers but are assumed as given.
If they are not present, the customer is
DISSATISFIED

26. Satisfiers
 Needs that customers say they want, such air
conditioning or a compact disc player in a car.
Fulfilling these needs creates
Satisfaction

27. Delighters / Exciters
 New or innovative features that the customer do not
expect. When first introduced, antilock brakes and air
bags were examples of exciters. Newer concepts still
under development, such as collision avoidance system,
offer other examnples.
These presence of such unexpected features, if valued ,
leads to high perceptions of quality
Will make the customer feel
Delighted/ Excited

28. So What …. ??? What the correlation with
improving product and services ???
 ………Over time, delighters/ exciters customers
become satisfiers as customers become used to /
familiar with them ( Air bag, Central lock, anti lock brakes
etc)
 Satisfiers become dissatisfiers.
Therefore company must innovate continually
and study customers perceptions to ensure
that their needs are being met

29. Empowerment
 A company’s succes depends increasingly on the
knowledge, skill, and motivation of its work force
 Employee success depends increasingly on having
opportunities to learn and to practise new skills
Empowerment
Simply means giving people authority- to make decisions
based on what they feel is right, have control over their
work, take risks and learn from mistakes, and promote
change

30. Management by fact
 Organization need peformance measures for three
reasons :
1. To lead the entire organization in a particular direction ;
that is; to drive strategies and organizational change
2. To manage the resources needed to travel in this
direction by evaluating the effectiveness of action plans
3. To operate the processes that mnake the organization
work and continuuosly improve

31. Leadership and Strategic Planning
 Leadership for Quality is The responsibility of top
management.
Senior leadership must set direction
Create a customer orientation
Clear quality values
High expectation that address the needs of all stakeholders
Built them into the way the company operates
Lips service to quality improvement is the kiss of death

32. NINE QUESTIONS TO ANSWER
 CUSTOMER NEEDS
1. How can you identify current needs ?
2. How can you anticipate future needs ?
3. How can you create customer needs ?

33. NINE QUESTIONS TO ANSWER
 CUSTOMER SATISFACTION
4. How can you meet customer needs?
5. How can you exceed customer
expectation?
6. How can you retain customers ?

34. NINE QUESTIONS TO ANSWER
MOVING A HEAD OF COMPETETION
7. How fast can you meet customer needs ?
8. How can you meet them before anyone else ?
9. How can you constantly first to market ?

35. don’t make your customer Angry

36. Akhirnya…
Semoga anda puas