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Quality By
ISHIKAWA, PARASURAHMAN, DONABEDIAN,
PHILIPS CROSBY, JURAN-JURAN, EDWARD
DEMING

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01 QUALITY BY ISHIKAWA
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02 QUALITY BY PARASURAMAN
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03 QUALITY BY DONABEDIAN
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04 QUALITY BY PHILIPS CROSBY
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05 QUALITY BY JURAN-JURAN
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06 QUALITY BY EDWARD DEMING

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ASSALAMUALAIKUM WR.WB
01. QUALITY BY ISHIKAWA

Dr. Kauro Ishikawa merupakan pencetus dari konse

p/teori Lingkaran Kualitas (Quality Circle) dan Diagr
am Sebab-Akibat atau juga dikenal dengan Diagram
Tulang Ikan (Fishbone Diagram) atau Diagram Ishik
awa (Ishikawa Diagram).
 ISHIKAWA
• Lahir di Tokyo pada 13 juli 1915
• 1939-41 : bekerja sebagai Naval Offficer
• In 1947, menjadi asosiasi professor pada Universitas Tokyo
• In 1949, Ishikawa Joined The Japanese Union Of Scientists
and Engineers (JUSE)
• Dia menerjemahkan, integrated and expanded the manage
ment concepts of Edwards W. Deming and Joseph M. Juran
dalam sistem Jepang
• Meninggal pada 16 April 1989
 ISHIKAWA
 Setelah keluar dari Angkatan Laut, pada tahun 1943, Ishikawa mendesain Diagr
am Sebab-Akibat (Diagram Tulang Ikan) bagi Kawasaki Steel Works. Lalu pada
akhirnya, di tahun 1949, Ishikawa begabung dengan JUSE (Japanese Union of
Scientists and Engineerings) yang notabene merupakan kelompok penelitian pe
ngawasan kualitas, karena pada saat itu, industri Jepang memproduksi barang
murah dengan kualitas yang rendah. Ishikawa mempunyai tujuan untuk meruba
h itu semua.
 1962, Ishikawa mengembangkan Quality Circles, di mana sekumpulan orang bel
ajar untuk mengidentifikasi masalah lalu memberikan solusi atas masalah terseb
ut. Solusi yang diberikan selanjutnya akan dipresentasikan kepada manajemen t
ingkat atas dari suatu organisasi.
 ISHIKAWA
 Kontribusi Ishikawa yang juga tak kalah pentingnya adalah menyempurnaka
n model PDCA (Plan Do Check Act) yang dikembangkan oleh Edward Demin
g, penemu konsep PMT. Ishikawa mengkolaborasikannya menjadi rencana e
nam langkah:
1. Tentukan target dan tujuan
2. Tentukan metoda pencapaian
3. Lakukan sosialisasi melalui pelatihan
4. Terapkan pekerjaan
5. Lakukan pemeriksaan dari implementasi yang berjalan
6. Lakukan hal-hal yang di perlukan untuk mencapai tujuan
 ISHIKAWA
• Kelompok pekerja yang melakukan pekerjaan yang sama atau ser
upa bertemu secara teratur untuk mengidentifikasi, menganalisis,
dan mengatasi masalah terkait pekerjaan
• Dipimpin oleh supervisor atau manajer
• Mempresentasikan solusi untuk manajemen dan jika mungkin pek
erja mengimplementasikan solusi itu sendiri
• Meningkatkan kinerja organisasi dan memotivasi karyawan
 ISHIKAWA
TOP
MANAJER

Steering
Q C
Committe
U I Co-Ordinator
A R
L C Facilitator
I L
T E Leader
Y
Members

Non Qc- members

 ISHIKAWA
DIAGRAM SEBAB AKIBAT/FISH BONE
02. PHILIPS CROSBY
 02. PHILIPS CROSBY
• Philip B. Crosby selalu diasosiasikan dengan dua ide yang sangat menarik d
an sangat kuat dalam mutu

Mutu Itu Gratis

Mutu itu kesalahan, kegagalan, pemborosan,

dan penundaan waktu, serta semua hal yang
tidak bermutu lainnya bisa dihilangkan jika
institusi memiliki kemauan untuk ini
 02. PHILIPS CROSBY
• 14 langkah mencapai mutu,

Komitmen pada pimpinan. Inisiatif pencapaian mutu pada umumnya oleh pimpinan dan
dikomunikasikan sebagai kebijakan secara jelas dan dimengerti oleh seluruh unsur pelaksana
lembaga.

Bentuk tim perbaikan mutu yang bertugas merumuskan dan mengendalikan program
peningkatan mutu.

Buatlah pengukuran mutu, dengan cara tentukan baseline data saat program peningkatan
mutu dimulai, dan tentukan standar mutu yang diinginkankan sebagai patokan.

Menghitung biaya mutu. Setiap mutu dari suatu produk/jasa dihitung termasuk didalamnya
antara lain: kalau terjadi pengulangan pekerjaan jika terjadi kesalahan, inspeksi/supervise, dan
test/percobaan
 02. PHILIPS CROSBY
NEXT

Membangkitkan kedaran akan mutu bagi setiap orang yang terlibat dalam proses produksi/jasa
dalam lembaga.

Melakukan tindakan perbaikan. Untuk ini perlu metodologi yang sistematis agar tindakan
yang dilakukannya cocok dengan penyelesaian masalag yang dihadapi, dan karenanya
perlu dibuat suatu seri tugas-tugas tim dalam agenda yang cermat

Lakukan perencanaan kerja tanpa cacat (zero defect planning) dari pimpinan sampai pada
seluruh staf pelaksana.

Adakan pelatihan pada tingkat pimpinan (supervisor training) untuk mengetahui peranan mereka
masing-masing dalam proses pencapaian mutu, teristimewa bagi pimpinan tingkat menengah
 02. PHILIPS CROSBY
NEXT

Adakan hari tanpa cacat, untuk menciptakan komitmen dan kesadaran

tentang pentingnya pengembangan staf

Goal setting. Setiap tim/bagian merumuskan tujuan yang akan

dicapai dengan tepat dan harus dapat diukur keberhasilannya

Lakukan perencanaan kerja tanpa cacat (zero defect planning) dari

pimpinan sampai pada seluruh staf pelaksana.

Berusaha menghilangkan penyebab kesalahan. Ini berarti sekaligus

melakukan usaha perbaikan.
 02. PHILIPS CROSBY
NEXT

Harus ada pengakuan atas prestasi bukan berupa uang tapi misalnya
penghargaan atau sertifikat dan lainnya sejenis

Bentuk suatu Komisi Mutu, yang secara profesional akan

merencanakan usaha-usaha perbaikan mutu dan menoneter secara
berkelanjutan.

Lakukan berulangkali, karena program mencapai mutu tak pernah akan

berakhir.
04. J. JURAN
 04. J. JURAN
 Dia adalah penulis dan editor sejumlah buku di antaranya, Juran’s Quality
Control Handbook, Juran on Planning for Quality,dan Juran on Leadership f
or Quality
 Dia terkenal dengan ide nya, yaitu ‘kesesuaian dengan tujuan dan manfaat’
. Ide ini menunjukkan bahwa produk atau jasa yang sudah dihasilkan mung
kin sudah memenuhi spesifikasinya, namun belum tentu sesuai dengan tuju
annya
 Menurut dia, 85 persen masalah merupakan tanggung jawab manajemen, k
arena mereka memiliki 85 persen control terhadap system organisasi.
 Juran telah mengembangkan sebuah pendekatan yang disebut Manajemen
Mutu Strategis (SQM) untuk membantu manajer dalam merencanakan
05. W. Edward Deming

William Edwards Deming (14 Oktober 1900 – 20 Desem

ber 1993) adalah seorang Amerika statistik , profesor , p
enulis , dosen , dan konsultan .
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