Transcript Kualitas - Trisakti Blogger Community

LECTURE (2)
TOTAL QUALITY APPROACH
to QUALITY MANAGEMENT
Major Topics
 The Total Quality Approach Defined
 Key Elements of Total Quality
 Total Quality Pioneers
 Why Total Quality Effort Succeed
 Quality Concept Application
 The Future of Quality Management
The Total Quality Approach Defined
 Total Quality is an approach to doing
business that attempts to maximize the
competitiveness of an organization
through the continual improvement of
the quality of its products, services,
people, process, and environments
Key Elements of Total Quality
 Strategically Based
 Customer Focus
 Obsession with Quality
 Scientific Approach
 Long term Commitment
 Team Work
 Continual Process Improvement
 Education and Training
 Freedom Through Control
 Unity of Purpose
 Employee Involvement and Empowerment
The Quality Pioneer
W.Edwards
Deming
Quality
Pioneers
Philip B. Crosby
Joseph M. Juran
Deming’s Contributions
1
PLAN
Conduct consumer research and use it in
planning the product
2
DO
Produce the product
3
CHECK
Check the product to make sure it was
produced in accordance with plan
4
ACT
Market the product
5
ANALYZE Analyze how the product is received in
the marketplace in terms of quality, cost,
and other criteria
Deming’s Fourteen Points
1
Create constancy of purpose toward the improvement of
products and services in order to become competitive.
2
Adopt the new philosophy
3
Stop depending on inspection to achieve quality
4
Stop awarding contracts on the basis of low bids
5
Improve continuously and forever the system of production and
service, to improve quality
6
Institute training on the job
7
Institute leadership
8
Drive out fear so that everyone may work effectively
9
Break down barriers between departments so that people can
work as a team
10
Eliminate slogans
11
Eliminates quotas and management by objectives
12
Remove barriers that employee of their pride of workmanship
13
Institute a vigorous program of education and self improvement
14
Make the transformation everyone’s job and put everyone to
work on it
Juran’s Contributions




Juran’s Three Basic Steps to Progress
Juran’s Ten Steps to Quality Improvement
The Pareto Principle
The Juran Trilogy (Q-Planning, Q-Control, QImprovement)
Juran’s Three Basic Steps to Progress
1. Achieve structured improvements on a
continual basic combined with dedication and
sense of urgency.
2. Establish an extensive training program.
3. Establish commitment and leadership on the
part of higher management.
Juran’s Ten Steps to Quality Improvement
1. Build awareness of both the need for
improvement and opportunities for
improvement
2. Set goals for improvement.
3. Organized to meet the goals that have been
set.
4. Provide training
5. Implement projects aimed at solving
problems.
6. Report progress.
7. Give recognition.
8. Communicate results.
9. Keep score
10. Maintain momentum by building
improvement into company’s regular system
The Pareto Principle
This Principle is sometimes called 80/20 rule
:80% of the trouble comes from 20% of the
problems
The Juran Trilogy
Q-Planning
1. Determine who the customers are
2. Identify customers’ need
3. Develop product with features that respond to customer
needs
4. Develop systems and processes that allow the organization to
produce these features
Q-Control
1. Access actual quality performance
2. Compare performance with goals
3. Act on differences between performance and goals
Q-Improvement)
1. Develop the infrastructure necessary to make annual quality
improvement
2. Identify specific areas in need of improvement, and
implement improvement projects
3. Establish a project team with responsibility for completing
each improvement project
4. Provide teams with that they need to be able to diagnose
problems to determine root causes, develop solutions, and
establish controls that will maintain gains made.
Crosby’s Contributions
 Three Quality Vaccine



Determination
Education
Implementation
 Crosby’s Fourteen Steps
Crosby’s Fourteen Steps
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Make it clear that management is committed to quality for the
long term.
Form cross-departmental quality teams.
Identify where current and potential problem exist.
Assess the cost of quality and explain how it is used as a
management tool.
Increase the quality awareness and personal commitment of all
employees.
Take immediate action to correct problem identified.
Establish a zero defect program.
Train supervisors to carry out their responsibilities in the quality
program.
Hold a Zero Defects Day to ensure all employees are aware
there is a new direction.
Encourage individuals and teams to establish both personnel
and team improvement goals.
Encourage employees to tell management about obstacles
they face in trying to meet quality goals.
Recognize employees who participate.
Implement quality councils to promote continual
communication.
Repeat everything to illustrate that quality improvement is a
never-ending process.
Supplier
Inspection
Product Management
waste
Work Process
Customer
Inspection
Traditional View
Quality Concept Application
waste
Quality Concept Application
Modern View
Supplier
Customer
Work Process
Information
People Process
Information
The Successful Organization Avoid
These Error
Why Total Quality Efforts Succeed
 Senior management delegation and poor
leadership
 Team mania
 Deployment process
 Taking narrow, dogmatic approach
 Confusion about the difference among
education, awareness, inspiration, and skill
building
THE FUTURE OF QUALITY
MANAGEMENT
 Demanding global customers
 Shifting customer satisfactions
 Opposing economic pressure
 New approaches to management
Quality Management Characteristics
for The Future
 A total commitment to continually increasing value for
customers, investors, and employees
 A firm understanding that market driven means that
quality is defined by customers, not the company
 A recognition that sustained the simultaneous
achievement of four objectives all the time, forever:
(1) customer satisfaction, (2) cost leadership, (3)
effective HR, (4) integration with the supplier base
Quality TIP
 “In fact, customer satisfaction is
regarded as the only relevant
objective for ensuring stable and
continuously increasing business”