1 Quality in Business PDF
1 Quality in Business PDF
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Empat Tingkat Evolusi Mutu
{
Involve suppliers and customers
Management Involve all operations
Performance measurement
Teamwork
Employee involvement
{
Systems audits
Quality Advanced quality planning
Comprehensive quality manuals
Assurance Use of quality costs
Involvement of non-production
operations
QA Failure mode and effects analysis
Statistical process control
{
QC Process performance data
Quality Self-Inspection
QA Product testing
Control Basic quality planning
I Use of basic statistics
QC Paperwork control
I
Inspection Salvage
Inspection {
Sorting, grading
Corrective actions
Identify sources of non-conformance
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ARTIARTI
APAKAH KUALITAS
KUALITAS MENURUT ANDA?
1. .....................................................................
2. .....................................................................
3. .....................................................................
4. .....................................................................
5. .....................................................................
6. .....................................................................
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Customer Satisfaction
(K. Ishikawa)
Quality of product
Cost
Delivery/Speed
Safety
Morale/Services
Environment
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SIAPA PELANGGAN?
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ARTI KEPUASAN PELANGGAN
APAKAH ARTI KEPUASAN PELANGGAN MENURUT ANDA?
.....................................................................
.....................................................................
.....................................................................
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SIAPA PELANGGAN ANDA?
1…………………………. 1………………………….
2…………………………. 2………………………….
3…………………………. 3………………………….
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KEPUASAN PELANGGAN
....................................................................................
2. Hasil Kerja kami disebut memuaskan pelanggan kalau:
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
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KEPUASAN PELANGGAN
4. Mengapa?
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
Ø ...................................
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ARTI KUALITAS
• KUALITAS adalah menghasilkan produk/jasa
sesuai kebutuhan pelanggan
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ARTI KUALITAS
• KUALITAS adalah QCDSSME (lanjutan)
Ø S (Service) : berarti masalah KUALITAS pelayanan
(misalnya pelayanan kepada pelanggan internal
maupun eksternal)
Ø S (Safety) : berarti KUALITAS dari keamanan
(misalnya pada saat barang/jasa dipergunakan)
Ø M (Morale) : berarti KUALITAS dari semangat
(misalnya semangat untuk melayani pelanggan)
Ø E(Environment): berarti KUALITAS dari dampak
pencemaran terhadap lingkungan hidup misalnya
limbah/sampah yang aman terhadap lingkungan)
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QUALITY =
CUSTOMER SATISFACTION
Delivery
Cycle Time
Supplier
Price Need
Do Cost
Customer
Quality
Defects
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Managing Quality in
Business
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LATIHAN
Temukan Masalah yang ada di tempat kerja Anda
3. D (Delivery/penyampaian produk/jasa)
.....................................................................................
.....................................................................................
.....................................................................................
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LATIHAN
Temukan Masalah yang ada di tempat kerja Anda
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QUALITY ASSURANCE
• Menyediakan produk/jasa yang diinginkan
Pelanggan, pada saat yang diinginkan
dan dengan harga yang masuk akal
• Sistem mutu yang formal
• Pencegahan bukan mendeteksi
– langsung benar, setiap saat (getting it
right at the first time, every time)
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QUALITY ASSURANCE
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MUTU ADALAH TANGGUNGJAWAB
SETIAP ORANG DI DALAM PERUSAHAAN
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