KONSEP MUTU
FITRA YELDA
Quality??
2
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Mutu
3
to requirements
for use
Dimensi Mutu
4
provider
customer
VERIFIKASI
VALIDASI
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Joiner Triangle
5
Quality(mutu)
customer
Scientific approach
(pendekatan ilmiah)
Team work
(kerja tim)
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Customer
7
External customer
Bukan
Internal customer
Employees/
Team work
8
Organization
Structure
S
follows
f ll
ffunction
i
Learning organization
Organization behavior
Human resources
Management:
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Ilmiah
9
Evolution
10
Quality control
Quality assurance
Quality improvement
Total quality
management
inspection
documentation
mon-ev
integrated
program of QI
cultural
changing
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11
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13
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T
E
A
M
W
O
R
K
Plan
Plan
Do
Act
Check
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Monitoring
Kegiatan
Bandingkan dg Rencana Kerja
Terus menerus
18
Kecilkan Variasi
Kelainan?
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CQI
19
Data Variasi
Variasi
i i Random
d
Penyebab
Umum:
berkaitan dengan sistem kerja
Variasi Sistematik
Penyebab
Khusus:
temporer, aksidental
Is process
stable
Y
Identify
common cause
Produce
Gradual
improvement
N
Experiment w/ the process
10
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ACTION
INFORMATION
Publish results
Use technology to
Automate processes
& give feedback
KNOWLEDGE
Study processes in detail
Benchmark result
Redesign processes
based on best practices
McLaughlin, Kaluzny, 1999, p.214
21
22
11