MUTU PELAYANAN

KESEHATAN
Dasar-dasar Pemahaman

dra. AYUN SRIATMI, M.Kes

PROGRAM STUDI S-2 KESEHATAN MASYARAKAT

UNIVERSITAS DIPONEGORO
SEMARANG
JOSEPH JURAN
- Mutu sebagai keistimewaan produk
- Mutu berarti bebas dari kekurangan ( defisiensi )
( Kemampuan kecocokan penggunaan fitness for use )

PHILIP B CROSBY
- Mutu adalah kesesuaian terhadap permintaan persyaratan
( the conformance of requirements )

AMERICAN SOCIETY for QUALITY CONTROL

- Mutu adalah gambaran total sifat dari suatu produk / jasa
pelayanan yang berhubungan dgn kemampuannya untuk
memberikan kebutuhan kepuasan

LEBOV & ERSOZ

- Doing the right things right, and making continuous
improvements

KAORU ISHIKAWA
- Most economical, most useful and always satisfactory
to the customer
 DIMENSI MUTU

Provider Customer

Doing the things right

Doing the right things

VERIFIKASI VALIDASI
 TRILOGI
JURAN
QUALITY PLANNING
Identifikasi pelanggan
Identifikasi kebutuhan pelanggan
Mengembangkan keistimewaan produk
merespon kebutuhan pelanggan
Mengembangkan proses yang mampu
menghasilkan keistimewaan produk
Mengarahkan perencanaan ke kegiatan
operasional
QUALITY
IMPROVEMENT
QUALITY CONTROL
Mencakup 2 hal :
Fitnes for use a/ proses deteksi & koreksi adanya
Mengurangi tk kecacatan & penyimpangan / perubahan segera
kesalahan setelah terjadi, sehingga mutu dapa
( menyangkut pelanggan internal dipertahankan
& eksternal )
 4 HAL MUTLAK ( ABSOLUT )
MUTU
( Philip B Crosby )

1. Definisi mutu adalah kesesuaian thd persyaratan

( the definition of quality is conformance to requirements )

2. Sistem mutu adalah pencegahan

( the system of quality is prevention )

3. Standar penampilan adalah tanpa cacat

( the performance standards is Zero Defects )

4. Ukuran mutu adalah harga ketidaksesuaian

( the measurement of quality is the price of
non-corformance )
 Management commitment to inprovements

Improve interrelationship Apply the statisticals methodology

DEMINGs Triangle
Commitment
Obsession of quality ( komitmen )

All in one team Use the scientific methods Involvement Scientific knowledge
( team work ) ( keterlibatan ) ( pengetahuan ilmiah )

JOINER Triangle The TQM Triangle

 FAKTOR FUNDAMENTAL
YANG MEMPENGARUHI MUTU
(9M)

MAN
MONEY
MATERIALS
MACHINES & MECHANIZATION
MODERN INFORMATION METHODS
MARKETS
MANAGEMENT
MOTIVATION
MOUNTING PRODUCT REQUIREMENT
 MODEL SISTEM DARI MUTU

LINGKUNGAN
Internal & Eksternal

MUTU MUTU MUTU MUTU MUTU

INPUT PROSES OUTPUT OUTCOME IMPACT

Jumlah, Relevan tidaknya Hasil segera Dampak jangka Dampak jangka

besarnya input proses tsb bg setelah proses pendek panjang
Kewajaran- pelanggan Produk barang Mutu kepuasan Keuntungan
Fleksibel & efektif& jasa
kewajaran mutu pelanggan Pelanggan tetap
Mutu proses itu
sendiri
 PROSES KENDALI MUTU

Susun Apakah
standar Ukur & Bandingkan standar
standar monitor kerja kinerja dgn dipenuhi ?
standar

YA TIDAK

PROSES KENDALI MUTU

( Tradisional )
Lanjutkan
Ambil
cara
tindakan
pelaksanaan
koreksi
tsb
 EVOLUTION

QUALITY CONTROL . Inspection

QUALITY ASSURANCE .. Documentatio

Monitoring &
Evaluation

QUALITY IMPROVEMENT . Integrated

program of

TOTAL QUALITY
MANAGEMENT .. Cultural
changing
 STRATEGI PENINGKATAN MUTU

FOCUS
F : Find a process improvement opportunity

O : Organize a team who understands the process

C : Clarify the current knowledge of the process

U : Understand causes of process variation

( Uncover the root cause of variation and poor
quality
S : Select the process improvement
( Start the PLAN-DO-CHECK-ACT cycle )
 P D C A CYCLE

ACT PLAN
TO HOLD GAIN, IMPROVEMENT,
TO RECONSIDER DATA COLLECTION
OWNER KQCs
TO CONTINUE
IMPROVEMENT

DATA FOR PROCESS IMPROVEMENT,

CUSTOMER OUTCOME DATA COLLECTION,
LESSON LEARNED ANALYSIS
CHECK DO
 Quality Improvement Process
Identify the measures

Ensure controlled measurement system

NO
Eliminate Is process stable ?
special
causes YES

YES
Produce
Identify common cause gradual
variation improvement
NO

Experiment with the process

 CONCEPTUAL MODEL of SERVICE QUALITY
( Zeithmal, Parasuraman, Berry )

PERSONAL PAST
WORD OF MOUTH EXPERIENCE
COMMUNICATION NEEDS

EXPECTED SERVICES

CUSTOMER
PERCEIVED SERVICES

EXTERNAL
PROVIDER SERVICE DELIVERY COMMUNICATION
TO
CUSTOMER

SERVICE QUALITY
SPECIFICATIONS

MANAGEMENT PERCEPTIONS
OF CUSTOMER SATISFACTION
 PRINSIP KERJA MUTU

1. LIHAT PERBEDAAN / VARIASINYA

- SISTEMATIK
- RANDOM
2. BILA VARIASI SISTEMATIK SEBAB KHUSUS
BILA VARIASI RANDOM SEBAB UMUM
3. LAKUKAN PERBAIKAN TERUS MENERUS
- JADIKAN VARIASI RANDOM
- PERKECIL VARIASI ( MEAN + SD )
- GESER MEAN KE ARAH YANG LEBIH BAIK
4. PRINSIP : CONTINUOUS QUALITY IMPROVEMENT