tqm

1. Universitas Kristen Indonesia Maluku
TOTAL QUALITY
MANAGEMENT
(TQM)
Mersy D. Kainama, SKM., MARS

2. Pengertian TQM
01
02
03
Menurut Nasution (2005), Total Quality Management (TQM) adalah
Perpaduan semua fungsi manajemen, semua bagian dari suatu
perusahaan dan semua orang ke dalam falsafah holistik yang
dibangun berdasarkan konsep kualitas, teamwork, produktivitas,
dan kepuasan pelanggan.
Menurut Simamora (2012), Total Quality Management atau
manajemen mutu terpadu adalah lingkungan organisasional
dimana semua fungsi bekerja sama untuk membangun mutu ke
dalam produk atau jasa perusahaan.
Menurut Hansen dan Mowen (2009), Total Quality Management
adalah suatu perbaikan berkelanjutan yang mana hal ini adalah
sesuatu yang mendasar sifatnya bagi pengembangan proses
manufaktur yang sempurna. Memproduksi produk dan
pengurangan pemborosan yang sesuai dengan standar merupakan
dua tujuan umum perusahaan.
ALLPPT Layout

3. Dapat disimpulkan bahwa Total Quality Management (TQM) adalah
suatu standar metode dalam sistem manajemen yang berfokus pada
pelanggan dengan melibatkan seluruh karyawan untuk melakukan
peningkatan atau perbaikan yang berkesinambungan.

4. 8 Elemen TQM
Orientasi pada Pelanggan
Keterlibatan Karyawan
Proses Terpusat
Sistem Terintegrasi
Pendekatan Strategis dan Sistematis
Perbaikan Berkelanjutan
Pengambilan Keputusan Berdasarkan Bukti
Komunikasi

5. 3 KUNCI DALAM TQM
1
2
3
4
5
B
C
1. Terpadu (total) : mutu menjadi bagian integral
dari setiap fase/proses dari organisasi,
dengan tumbuhnya saling
keterkaitan/ketergantungan satu sama lain.
2. Mutu (quality) : inti dari TQM. Mutu
didasarkan kepada kebutuhan pelanggan.
Mutu mengalir dari proses & membudaya
dalam organisasi.
3. Manajemen, : dorongan dari TQM harus
datang dari unsur pimpinan puncak

6. PRINSIP DASAR TQM
S
W O
T
OPPORTUNITIES
STRENGTHS
WEAKNESS
THREATS
Prinsip dasar TQM yang harus dilaksanakan
manajemen :
1. Memusatkan perhatian pada upaya memuaskan
pelanggan
2. Melakukan perbaikan secara berkelanjutan dalam
jangka panjang (dalam seluruh proses & output
organisasi)
3. Mengambil langkah-langkah untuk melibatkan
seluruh karyawan dalam upaya memperbaiki mutu

7. Manfaat TQM
• Pemberdayaan
• Lebih terlatih dan berkemampuan
• Lebih dihargai dan diakui
• Membuat institusi sebagai pemimpin (leader) dan bukan hanya
sekedar pengikut (follower)
• Membantu terciptanya tim work
• Membuat institusi lebih sensitif terhadap kebutuhan pelanggan
• Membuat institusi siap dan lebih mudah beradaptasi terhadap
perubahan
• Hubungan antara staf departemen yang berbeda lebih mudah

8. MENURUT “DEMING” DALAM PELAKSANAAN TQM ADA 14
BUTIR KEWAJIBAN :
1. Peningkatan produk & jasa merupakan tujuan yang secara terus menerus hendak
dicapai
2. Menerapkan filosofi yang sepakat dengan mutu
3. Mengurangi ketergantungan pada pengawasan karena penekanan disini adalah
pada peningkatan proses
4. Hentikan pendapat bahwa “harga membawa nama”
5. Peningkatan terus menerus pada sistem pelayanan & sistem produksi
6. Pendidikan & pelatihan bagi karyawan
7. Kepemimpinan yang sepakat terhadap mutu menjadi katalisator proses
perubahan  membangkitkan motivasi & kebanggaan karyawan terhadap hasil
kerja mereka.
8. Hilangkan rasa takut dalam iklim kerja
9. Hilang barier/hambatan antara unit kerja
10. Batasi penggunaan slogan
11. Kurangi penekanan angka pada pencapaian target
12. Hilangkan hambatan terhadap kepuasan/kebanggaan kerja
13. Rencanakan & laksanakan program pendidikan & pelatihan yg membangun
14. Lakukan sesuatu untuk mencapai proses perubahan

9. FASE-FASE IMPLEMENTASI TQM
Menurut George dan Weimerskirch (1994), ada enam fase utama dalam implementasi
TQM, yaitu sbb:
1. Komitmen manajemen puncak terhadap perubahan
2. Penilaian system perusahaan secara internal dan eksternal
3. Pelembagaan focus pada pelanggan
4. Pelembagaan TQM dalam perencanaan strategic, keterlibatan karyawan,
manajemen proses, dan system pengukuran
5. Penyesuaian dan perluasan tujuan manajemen guna memenuhi dan melampaui
harapan pelanggan
6. Perbaikan atau penyempurnaan system

10. Sementara itu, Goetsch dan Davis (1997) memberikan klasifikasi fase implementasi
yang lebih rinci dan sistematis. Fase implementasi TQM dikelompokkan menjadi tiga
fase yaitu :
1. Fase Persiapan
 Langkah A : Membentuk Total Quality Steering Committee
 Langkah B : Membentuk Tim
 Langkah C : Pelatihan TQM
 Langkah D : Menyusun Pernyataan Visi dan Prinsip sebagai Pedoman
 Langkah E : Menyusun tujuan umum
 Langkah F : Komunikasi dan Publikasi
 Langkah G : Identifikasi Kekuatan dan Kelemahan
 Langkah H : Identifikasi Pendukung dan Penolak
 Langkah I : Memperkirakan Sikap Karyawan
 Langkah J : Mengukur Kepuasan Pelanggan

11. 2. Fase Perencanaan
 Langkah K: Merencanakan pendekatan Impelementasi,
kemudian menggunakan siklus PDCA (Plan, Do, Check
and Adjust)
 Langkah L: Identifikasi Proyek
 Langkah M: komposisi Tim
 Langkah N: Pelatihan Tim
3. Fase Pelaksanaan
 Langkah P: Penggiatan Tim
 Langkah Q: Umpan Balik kepada Steering Committee
 Langkah R: Umpan Balik dari Pelanggan
 Langkah S: Umpan Balik dari karyawan
 Langkah T: Memodifikasi Infrastruktur

12. Keberhasilan implementasi TQM sangat dipengaruhi oleh fasilitas pendukungnya yaitu
infrastruktur organisasi. Infrastruktur organisasi tersebut meliputi berikut ini:
Hubungan jangka panjang dengan pelanggan
Dukungan manajemen puncak
Manajemen tenaga kerja
Hubungan jangka panjang dengan pemasok.
Sikap kerja pekerja

13. THANK YOU

15. Infographic Style
Category 1 Category 2 Category 3 Category 4
Your Text Here
Get a modern PowerPoint Presentation that is beautifully
designed. I hope and I believe that this Template will your
Time, Money and Reputation.
Your Text Here
Get a modern PowerPoint Presentation that is beautifully
designed. I hope and I believe that this Template will your
Time, Money and Reputation.
Your Text Here
Get a modern PowerPoint Presentation that is beautifully
designed. I hope and I believe that this Template will your
Time, Money and Reputation.
Your Text Here
Get a modern PowerPoint Presentation that is beautifully
designed. I hope and I believe that this Template will your
Time, Money and Reputation.

16. We Create
Quality Professional
PPT Presentation
Modern PowerPoint
Presentation
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos and Text. You can
simply impress your audience and add a
unique zing and appeal to your
Presentations.

17. Infographic Style
You can simply impress your audience
and add a unique zing and appeal to
your Presentations. Easy to change
colors, photos and Text. I hope and I
believe that this Template will your Time,
Money and Reputation. I hope and I
believe that this Template will your Time,
Money and Reputation. Easy to change
colors, photos and Text. You can simply
impress your audience and add a
unique zing and appeal to your
Presentations. Get a modern
PowerPoint Presentation that is
beautifully designed. Easy to change
colors, photos and Text. You can simply
impress your audience and add a
unique zing and appeal to your
Presentations.
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations.
You can simply impress your audience
and add a unique zing and appeal to
your Presentations. Easy to change
colors, photos and Text.
Your Text Here
You can simply impress your audience
and add a unique zing and appeal to
your Presentations. Easy to change
colors, photos and Text.
Your Text Here

18. Infographic Style
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.

19. Content Here
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text.
Content Here
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text.
Content Here
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text.
Content Here
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text.
Infographic Style

20. Infographic Style
Simply Impress
Your Audience
Easy to change colors,
photos.
Simply Impress
Your Audience
Easy to change colors,
photos.
Simply Impress
Your Audience
Easy to change colors,
photos.
Simply Impress
Your Audience
Easy to change colors,
photos.
Contents Here
You can simply impress your audience
and add a unique zing and appeal to your
Presentations.
Contents Here
You can simply impress your audience
and add a unique zing and appeal to your
Presentations.

21. Portfolio Presentation
You can simply impress your
audience and add a unique zing
and appeal to your Presentations.
Simple Portfolio
You can simply impress your
audience and add a unique zing
and appeal to your Presentations.
Simple Portfolio
You can simply impress your
audience and add a unique zing
and appeal to your Presentations.
Simple Portfolio Presentation
You can simply impress your
audience and add a unique zing
and appeal to your Presentations.
LOREM IPSUM DOLOR SIT AMET
A W E S O M E S L I D E
Get a modern PowerPoint Presentation
that is beautifully designed. I hope and I
believe that this Template will your Time.

22. Infographic Style
01
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
Easy to change colors, photos.
Example Text :
Get a modern PowerPoint Presentation that is beautifully designed.
You can simply impress your audience and add a unique zing and
appeal to your Presentations.
02
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
Easy to change colors, photos.
Example Text :
Get a modern PowerPoint Presentation that is beautifully designed.
You can simply impress your audience and add a unique zing and
appeal to your Presentations.
03
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
Easy to change colors, photos.
Example Text :
Get a modern PowerPoint Presentation that is beautifully designed.
You can simply impress your audience and add a unique zing and
appeal to your Presentations.
04
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
Easy to change colors, photos.
Example Text :
Get a modern PowerPoint Presentation that is beautifully designed.
You can simply impress your audience and add a unique zing and
appeal to your Presentations.

23. You can simply impress your audience and
add a unique zing and appeal to your
Presentations. Easy to change colors,
photos and Text. Get a modern
PowerPoint Presentation that is beautifully
designed. I hope and I believe that this
Template will your Time, Money and
Reputation. You can simply impress your
audience and add a unique zing and
appeal to your Presentations.
Simple Portfolio
Presentation
Designed
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text. Get a
modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your Time,
Money and Reputation. You can
simply impress your audience
and add a unique zing and
appeal to your Presentations.
Simple
Portfolio
Presentation
Get a modern PowerPoint
Presentation that is beautifully
designed.

24. Infographic Style
80% 50%
60% 40%
Content Here
You can simply impress
your audience and add a
unique zing and appeal
to your Presentations.
Content Here
You can simply impress
your audience and add a
unique zing and appeal
to your Presentations.
Content Here
You can simply impress
your audience and add a
unique zing and appeal
to your Presentations.
Content Here
You can simply impress
your audience and add a
unique zing and appeal
to your Presentations.
01 02 03 04
04
03
02
01

25. Infographic Style
You can simply impress your
audience and add a unique zing
and appeal to your
Presentations.
Contents
Get a modern PowerPoint Presentation that is beautifully designed. I hope and I believe
that this Template will your Time, Money and Reputation.
Contents A
You can simply impress your
audience and add a unique
zing and appeal to your
Presentations.
Contents
You can simply impress your audience
and add a unique zing and appeal to your
Presentations.
Contents
You can simply impress your audience
and add a unique zing and appeal to your
Presentations.
Contents

26. I hope and I believe that this Template will your Time, Money and Reputation. Easy to change colors, photos and text. Get a modern PowerPoint
Presentation that is beautifully designed. Get a modern PowerPoint Presentation that is beautifully designed.
Portfolio Presentation

27. Infographic Style
Your Text Here
Example Text :
Get a modern PowerPoint Presentation that is
beautifully designed.
Your Text Here
Example Text :
Get a modern PowerPoint Presentation that is
beautifully designed.
Your Text Here
Example Text :
Get a modern PowerPoint Presentation that is
beautifully designed.
Your Text Here
Example Text :
Get a modern PowerPoint Presentation that is
beautifully designed.
Your Text Here
Example Text :
Get a modern PowerPoint Presentation that is
beautifully designed.

28. Infographic Style
Text Here Text Here Text Here Text Here
Text Text Text Text Text Text Text Text
Text Text Text Text Text Text Text Text
Text Text Text Text Text Text Text Text
Text Text Text Text Text Text Text Text
Text Text Text Text Text Text Text Text
You can simply impress your audience and add a unique zing
and appeal to your Presentations.
Your Text Here
01 You can simply impress your audience and add a unique zing
and appeal to your Presentations.
Your Text Here
02
You can simply impress your audience and add a unique zing
and appeal to your Presentations.
Your Text Here
03 You can simply impress your audience and add a unique zing
and appeal to your Presentations.
Your Text Here
04

29. Infographic Style
01
02
03
04
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Easy to change colors, photos and Text.
Your Text Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Easy to change colors, photos and Text.
Your Text Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Easy to change colors, photos and Text.
Your Text Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Easy to change colors, photos and Text.
Your Text Here

30. You can simply impress your
audience and add a unique zing
and appeal to your Presentations.
Easy to change colors, photos
and Text. Get a modern
PowerPoint Presentation that is
beautifully designed. You can
simply impress your audience and
add a unique zing and appeal to
your Presentations.
We Create
Quality Professional
PPT Presentation

31. Infographic Style
Content Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Content Here
Content Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Content Here
Content Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Content Here
Content Here
You can simply impress your audience and add a
unique zing and appeal to your Presentations.
Content Here

32. Infographic Style
45%
You can simply impress your audience and add a unique zing and appeal to
your Presentations. Easy to change colors, photos and Text. Get a modern
PowerPoint Presentation that is beautifully designed. You can simply
impress your audience and add a unique zing and appeal to your
Presentations. Easy to change colors, photos and Text.
You can simply impress your audience and add a unique zing and
appeal to your Presentations. Easy to change colors, photos and Text.
Get a modern PowerPoint Presentation that is beautifully designed.
You can simply impress your audience and add a unique zing and
appeal to your Presentations. Get a modern PowerPoint Presentation
that is beautifully designed.
Add Contents Title
45%
Your Text Here
18%
Your Text Here

33. Infographic Style
Contents Title Here
I hope and I believe that this Template will your Time, Money and Reputation. Get a modern PowerPoint
Presentation that is beautifully designed.
Get a modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your
Time, Money and Reputation.
Contents_Here
Get a modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your
Time, Money and Reputation.
Contents_Here
Get a modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your
Time, Money and Reputation.
Contents_Here
Get a modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your
Time, Money and Reputation.
Contents_Here

34. Infographic Style
You can simply impress your audience and add a unique zing
and appeal to your Presentations. Easy to change colors, photos
and Text.
Contents Title
You can simply impress your audience and add a unique zing
and appeal to your Presentations. Easy to change colors, photos
and Text.
Contents Title
You can simply impress your audience and add a unique zing
and appeal to your Presentations. Easy to change colors, photos
and Text.
Contents Title
You can simply impress your audience and add a unique zing
and appeal to your Presentations. Easy to change colors, photos
and Text.
Contents Title
55%

35. Infographic Style
Infographics
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
Infographics
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
Infographics
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
Infographics
• Add Text Here
• Add Text Here
• Add Text Here
• Add Text Here
Your Text Here
You can simply impress your
audience and add a unique
zing and appeal to your
Presentations.
Your Text Here
You can simply impress your
audience and add a unique
zing and appeal to your
Presentations.
Your Text Here
You can simply impress your
audience and add a unique
zing and appeal to your
Presentations.
Your Text Here
You can simply impress your
audience and add a unique
zing and appeal to your
Presentations.

36. You can simply impress your
audience and add a unique zing
and appeal to your
Presentations. Easy to change
colors, photos and Text. Get a
modern PowerPoint
Presentation that is beautifully
designed. I hope and I believe
that this Template will your Time,
Money and Reputation. You can
simply impress your audience
and add a unique zing and
appeal to your Presentations.
AWESOME
SLIDE
LOREM IPSUM DOLOR SIT AMET,
CU USU AGAM INTEGRE IMPEDIT.
LOREM IPSUM
DOLOR SIT AMET

37. Infographic Style
Title A
$60
Add Text
Get a modern PowerPoint
Presentation that is beautifully
designed.
Options Here
Options Here
Options Here
Options Here
Ultimate
Title A
$80
Add Text
Get a modern PowerPoint
Presentation that is beautifully
designed.
Options Here
Options Here
Options Here
Options Here
UltiUltimatemate
Title A
$45
Add Text
Get a modern PowerPoint
Presentation that is beautifully
designed.
Options Here
Options Here
Options Here
Options Here
Ultimate
Title A
$75
Add Text
Get a modern PowerPoint
Presentation that is beautifully
designed.
Options Here
Options Here
Options Here
Options Here
Ultimate

38. Infographic Style
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here
Get a modern PowerPoint Presentation
that is beautifully designed. Easy to
change colors, photos.
Content Here

39. Simple
Portfolio
Presentation
Designed
Get a modern PowerPoint Presentation that is
beautifully designed. Easy to change colors, photos
and Text. You can simply impress your audience and
add a unique zing and appeal to your Presentations. I
hope and I believe that this Template will your Time,
Money and Reputation.

40. Infographic Style
Your Text Here
I hope and I believe that this
Template will your Time,
Money and Reputation. Get a
modern PowerPoint
Presentation that is beautifully
designed.
Your Text Here
I hope and I believe that this
Template will your Time,
Money and Reputation. Get a
modern PowerPoint
Presentation that is beautifully
designed.
Your Text Here
I hope and I believe that this
Template will your Time,
Money and Reputation. Get a
modern PowerPoint
Presentation that is beautifully
designed.
Your Text Here
I hope and I believe that this
Template will your Time,
Money and Reputation. Get a
modern PowerPoint
Presentation that is beautifully
designed.

41. Infographic Style
You can simply impress your audience and
add a unique zing and appeal to your
Presentations. Easy to change colors,
photos and Text. Get a modern PowerPoint
Presentation that is beautifully designed.
Content Here
You can simply impress your audience and
add a unique zing and appeal to your
Presentations. Easy to change colors,
photos and Text. Get a modern PowerPoint
Presentation that is beautifully designed.
Content Here
A
B

42. Columns
Style
You can simply
impress your audience
and add a unique zing.
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
I hope and I believe that this Template will your
Time, Money and Reputation. You can simply
impress your audience and add a unique zing
and appeal to your Presentations. You can
simply impress your audience and add a unique
zing and appeal to your Presentations. I hope
and I believe that this Template will your Time,
Money and Reputation.
You can simply
impress your audience
and add a unique zing.
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
I hope and I believe that this Template will your
Time, Money and Reputation. You can simply
impress your audience and add a unique zing
and appeal to your Presentations. You can
simply impress your audience and add a unique
zing and appeal to your Presentations. I hope
and I believe that this Template will your Time,
Money and Reputation.
You can simply
impress your audience
and add a unique zing.
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
I hope and I believe that this Template will your
Time, Money and Reputation. You can simply
impress your audience and add a unique zing
and appeal to your Presentations. You can
simply impress your audience and add a unique
zing and appeal to your Presentations. I hope
and I believe that this Template will your Time,
Money and Reputation.
You can simply
impress your audience
and add a unique zing.
You can simply impress your audience and add
a unique zing and appeal to your Presentations.
I hope and I believe that this Template will your
Time, Money and Reputation. You can simply
impress your audience and add a unique zing
and appeal to your Presentations. You can
simply impress your audience and add a unique
zing and appeal to your Presentations. I hope
and I believe that this Template will your Time,
Money and Reputation.

43. Fully Editable Shapes

44. Fully Editable Shapes

45. You can Resize without
losing quality
You can Change Fill
Color &
Line Color
www.allppt.com
FREE
PPT
TEMPLATES
Fully Editable Icon Sets: A

46. You can Resize without
losing quality
You can Change Fill
Color &
Line Color
www.allppt.com
FREE
PPT
TEMPLATES
Fully Editable Icon Sets: B

47. You can Resize without
losing quality
You can Change Fill
Color &
Line Color
www.allppt.com
FREE
PPT
TEMPLATES
Fully Editable Icon Sets: C