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Prof. Dr. Ir. H. Musa Hubeis, MS, Dipl.

Ing, DEA

Income / capita of Indonesian Population


2 million to U.S. $ 20,000-income residents
Income population of 10 million U.S. $ 4000-5000
Income population of 75 million U.S. $ 1000-2000
Income population of 105 million U.S. $ 100-500
Assumption: 12 million inhabitants is a potential
market for goods and services that add value
Quality & Handling
Kpl selam
manajemen

Gumpalan
es (mutu)

Quality: everything that is able to satisfy customer needs


(meeting the needs of customers)

ISO 8402, quality: the totality of characteristics of a product

that supports kemmapuan products to satisfy the needs of


the specified or defined (quality = customer satisfaction)

JM. Juran, quality: fitness for purpose and usefulness.

W. Edward Deming, the quality of customer ketuhan should

aim to meet current and future

David L. Goetsch and Stanley Davis, the quality is a dynamic


state associated with products, services, people, processes,
and environments that meet or exceed what is expected

SNI (Indonesian National Standard), is the overall quality and


characteristics of products and services that can satisfy the
needs of its ability, either expressly or otherwise disguised

Reputasi perusahaan menghasilkan nilai lebih

Penurunan Biaya menghasilkan produk yang diinginkan


oleh pelanggan berdasarkan jenis, waktu, jumlah produk

yang dihasilkan sesuai kebutuhan dan harapan pelanggan

Peningkatan pangsa pasar

Pertanggungjawaban produk

Dampak Internasional

Penampilan produk atau jasa

Mutu yang dirasakan total quality

Berfokus pada pelanggan

Tujuan utamanya adalah mutu

Menggunakan pendekatan ilmiah dalam pengambilan keputusan dan


penyelesaian masalah

Komitmenterhadap mutu dalam jangka panjang

Mengadakan kerja tim

Mengadakan perbaikan proses secara terus-menerus dan

berkesinambungan

Memberdayakan pendidikan dan pelatihan

Adanya kebebasan dalam mengadakan pengendalian

Adanya keseragaman dan kesamaan tujuan

Keterlibatan dan pemberdayaan karyawan maupun seluruh peronil


organisasi

a. Mutu merupakan sesuatu kewajiban, karena berdampak pada keselamatan


konsumen pribadi, keselamatan dan keamanan masyarakat umum dalam
melindungi pasar produsen.

baik

mutu

a
x
b

buruk

waktu

x = korelasi
mutu

Tingkat
ketelitian

x a = stabil

Ketepatan

a b = perubahan

Diulang

= penolakan

Ditiru

b. Robert Russell (1996), Mutu memiliki dua perspektif :


Perspektif produsen

Perspektif Konsumen
c. David A Garvin (1996), telah menguraikan dimensi mutu untuk industri

manufaktur :

Performance, Feature, Reliability, Durability, Serviceability, Aesthetic,


Perception.
Industri Jasa :
Communication, Credibility, Security, Knowing the customer, Tangibles,

Reliability, Responsiveness, Competence, Access, Courtesy.

d. Konsep mutu pada industri jasa


Communication, Credibility, Security, Knowing the customer, Tangibles,

Reliability, Responsiveness, Competence, Access, Courtesy.