Edisi VII-2020

01
Modul ke:

Manajemen Kualitas
Konsep Kualitas

Fakultas
Teknik Dr. Ir. H. Chevy Herli Sumerli A. MT. IPM.

Program Studi
Teknik Industri
Tujuan Pembelajaran

1.Memberikan pengetahuan dan pemahaman

tentang Manajemen Kualitas agar dapat
menggunakan dan mengaplikasikan dalam
merancang dan memperbaiki sistem industri.
2.Memberikan kemampuan mengidentifikasi,
memformulasikan, dan mencari solusi
masalah-masalah kualitas.
3.Membekali sikap dan perilaku etikal dan
profesional dalam menangani kualitas.
Penilaian
⚫ Kehadiran di Kelas Minimal 80% Tatap Muka = Syarat Mutlak
⚫ Quiz dan/atau Keaktifan dalam Proses Pembelajaran = 20%
⚫ Tugas = 30%
⚫ Ujian Tengah Semester = 25%
⚫ Ujian Akhir Semester = 25%
Rencana Pembelajaran
PERKULIAHAN-1
Pertemuan-1 Konsep Kualitas
Pertemuan-2 Evolusi Manajemen Kualitas
Pertemuan-3 Total Quality Management
Pertemuan-4 Six Sigma
Pertemuan-5 Design For Six Sigma
Pertemuan-6 Quality System ISO 9000 Series
Pertemuan-7 Continuous Improvement

UTS

PERKULIAHAN-2
Pertemuan-8 Quality Management Tools
Pertemuan-9 Statistical Quality Control (Product Control)
Pertemuan-10 Perancangan Kualitas – QFD
Pertemuan-11 Perancangan Kualitas – FMEA
Pertemuan-12 Perancangan Kualitas – Taguchi Technique
Pertemuan-13 Quality Management Strategy
Pertemuan-14 Quality Cost

UAS
Referensi
• Dale, Barrie G., 1994, Managing Quality
• Goetsch, David L., 2010, Quality Management for Organizational Excellent
• Evans, James R., and William M. Lindsay, 1993, The Management and Control of
Quality
• Juran, J.M., and Frank M. Gryna, 1993, Quality Planning and Analysis
• Moen, Ronald D., Thomas W. Nolan, and Lloyd P. Provost, 1991, Improving Quality
through Planned Experimentation
• Clements, Richard Barrett, 1993, Quality Manager’s Complete Guide to ISO 9000
• Peace, Glen Stuart, 1993, Taguchi Methods
• Ross, Phillip j., 1989, Taguchi Techniques for Quality Engineering
• Taguchi, Genichi, Elsayed A. Elsayed, and Thomas Hsiang, 1989, Quality
Engineering in Production System

• Beberapa web, artikel dan makalah, baik elektronik dan media cetak,
berhubungan dengan Manajemen Kualitas
Ann Landers :

They are really only three type of people,

- Who say, “what happened?”

- Who watch things happen
- Who make things happen
• Definitions of Quality
• Quality and Global Competitiveness
• The Evolution of Quality
– Inspection, quality control, statistical quality control,
statistical process control, total quality management
• Processes, variation, specification and tolerance limits
Definisi Kualitas dari Para Guru
What is Quality? (1)
FEDEX - “Performance to the standard expected by the
customer”
General Services Administration - “Meeting the
customer’s need the first time and every time”
BOEING - “Providing customers with products and
services that consistently meet their needs and
expectations.
US Department of Defense - “Doing the right thing right
the first time, always striving for improvement, and always
satisfying the customer”.
Quality can be defined in terms of the agent. Who is the
judge of quality?
What is Quality? (2)
Quality involves meeting or exceeding customer
expectations.
Quality applies to products, services, people,
processes, and environments.
Quality is an ever-changing state (i.e., what is
considered quality today may not be good
enough to be considered quality tomorrow).

Quality is a dynamic state associated with products, services, people,

processes and environments that meets or exceeds expectations.
Quality and Global Competitiveness

• Hubungan antara kualitas dan daya saing

dapat diringkas sebagai berikut:

Dalam pasar global modern, kualitas adalah

kunci daya saing
 UNDANG-UNDANG NOMOR 20 TAHUN 2014
- STANDARDISASI DAN PENILAIAN KESESUAIAN -

Sucofindo
5 MEI 2015
 TUJUAN STANDARDISASI DAN
PENILAIAN KESESUAIAN
a) meningkatkan jaminan mutu, efisiensi produksi, daya saing
nasional, persaingan usaha yang sehat dan transparan
dalam perdagangan, kepastian usaha, dan kemampuan
pelaku usaha, serta kemampuan inovasi teknologi;
b) meningkatkan perlindungan kepada konsumen, pelaku
usaha, tenaga kerja, dan masyarakat lainnya, serta negara,
baik dari aspek keselamatan, keamanan, kesehatan,
maupun pelestarian fungsi lingkungan hidup; dan
c) meningkatkan kepastian, kelancaran, dan efisiensi transaksi
perdagangan barang dan/atau jasa di dalam negeri dan luar
negeri
(UU 20 tahun 2014: pasal 3)

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 Contoh standar SNI
SNI produk :
- TPH : bakpia, yangko, geplak, sale pisang,
keripik sukun, rempeyek kacang dsb.
- Nak : bakso, abon, susu pasturisasi, dsb.
SNI sistem :
- SNI HACCP : 01-4852:1999
- SNI Pangan Organik : 01-6729:2002
- SNI Manajemen Laboratorium Penguji/Kalibrasi :
01-17025:2005
- SNI Sistem Manajemen Mutu : 19-9000:2000
- SNI Lembaga Inspeksi : 19-17020:1999

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 Standar Mutu
contoh: Bakpia kacang hijau
(SNI 01-4291-1996)
• Keadaan (warna, bau, rasa)
• Air (maks 30 %)
• Jumlah gula/sakarosa (min 25 %)
• Lemak (maks 10 %)
• Protein (min 8 %)
• BTM (pemanis buatan tidak boleh ada)
• BTM (pengawet sesuai Permenkes RI)

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 Lanjutan standar mutu bakpia…….

• Cemaran logam (Timbal=Pb, Tembaga=Cu,

Seng=Zn, Raksa=Hg)
• Arsen (maks 0,5 mg/kg)
• Cemaran mikroba (angka lempeng total,
kapang maks … koloni/g, E.coli negatif)

• Dsb (cara uji, cara pengemasan, syarat

penandaan).

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Quality and Competitive Advantage

• Better price
– The better customers judge the quality of a
product, the more they will pay for it
• Lower production cost
– It is cheaper to do a job right the first time than do
it over
• Faster response
– A company with quality processes for handling
orders, producing products, and delivering them
can provide fast response to customer requests
Quality and Competitive Advantage

• Reduced Inventory
– When the production line runs smoothly with
predictable results, inventory levels can be
reduced
• Improved competitive position in the marketplace
– A customer who is satisfied with quality will tell 8
people about it; a dissatisfied customer will tell 22
people about it
Customer-Driven Definitions of Quality

• Conformance to specifications
– Conformance to advertised level of performance
• Value
– How well the purpose is served at a particular
price.
Customer-Driven Definitions of Quality

• Fitness for use

– Mechanical feature of a product, convenience of a
service, appearance, style, durability, reliability,
craftsmanship, serviceability
• Performance
– The ability to satisfy the stated or implied need,
operate without deficiencies and faults
Customer-Driven Definitions of Quality

• Support
– Financial statements, warranty claims, advertising
• Psychological Impressions
– Atmosphere, image, aesthetics
– “Thanks for shopping at Wal-Mart”
Dimensi Kualitas Produk
Karakteristik Kualitas Sepatu
Different Perspectives of Service Quality

Quality = Excellence. Recognized only through experience

Transcendent:

Product-based: Quality is precise and measurable

User-based: Quality lies in the eyes of the beholder

Manufacturing- Quality is in conformance to the firm’s developed

based: specifications

Value-based: Quality is a trade-off between price and value

 Components of Quality:
Service-based

Tangibles: Appearance of physical elements

Reliability: Dependable and accurate performance

Responsiveness: Promptness; helpfulness

Assurance: Competence, courtesy, credibility,

security
Empathy: Easy access, good communication,
understanding of customer
Seven Service Quality Gaps
Customer needs and CUSTOMER
expectations

1. Knowledge Gap
MANAGEMENT
Management definition of
these needs

2. Standards Gap

Translation into
design/delivery specs
4. Internal
3. Delivery Gap Communications Gap

Execution of 4. Advertising and sales

design/delivery specs promises

5. Perceptions Gap 6. Interpretation Gap

Customer perceptions of Customer interpretation of
service execution communications
7. Service Gap
Customer experience
relative to expectations
Tugas-1 :
1. Buat definisi kualitas versi sendiri, dengan Unpas sebagai objeknya

2. Buat contoh kasus kualitas dalam berkompetisi

3. Buat contoh dimensi kualitas sebuah produk

4. Buat contoh dimensi kualitas jasa

Di-email ke: chevy.herlys@unpas.ac.id

Dengan judul : MK(kls)_Tugas1_Nama
MK(kls)_Mandiri1_Nama
 Terima Kasih
“Ya, Allah sesungguhnya kutitipkan pada-Mu
apa yang Engkau ajarkan padaku,
maka kembalikanlah kepadaku
ketika aku membutuhkan,
dan janganlah Engkau lupakan.
Ya Allah Tuhan yang menguasai sekalian alam”