Introduction

ISSUE and HISTORY OF QUALITY

The most important factor in determining the long run success or failure of
any organization is :
Profitability-productivity, cost- and quality-quality

No quality, no sale, No sales, no profit, no profit no job

QUALITY ASSURANCE refers to action directed toward

providing consumer with ( good and services) of appropriate
quality
Quality must be integrated with traditional management
practices if any business is to be competitive in today’s global
market
introduction ( by aman) 1
 QUALITY AWARENESS

Consumer
Consumer demands and dynamic
technological opened up new and
highly competitive markets
Quality and productivity become
important issue at national level
Goverments developed
standart/procedure to install quality
assurance system introduction ( by aman) 2
 WHAT IS QUALITY
American National Standard Institute (ANSI) and American
Standard Quality Control (ASQC) is defined as” The totality of
feature and characteristics of product or service that bear on its
ability to satisfy given needs”

Quality can’t be measured but can be felt ( trancendent

definitions/relative quality). Contoh : seni musik, tari
Quality is a precise and measurable variable. For example
durability or reliability that can be measured. ( product-based
definition)
Quality is what customer want and what customer is willing pay
for.Quality is meeting or exceeding customer expectation (user
based definition) introduction ( by aman) 3
External customer, most employee think of customer as the ultimate
purchaser of a product or service, for instance a person who buy
automobile or the guest who register in a hotel. Clearly external customer
is a ultimate goal of any business

and internal customer the individual or department who perform the next
operation. Failure to meet the needs and expectations of internal customer
can result in a poor quality product. Example : poor design for a
computerized hotel reservation system makes it difficult for the reservation
clerk to do his or her job

Quality is an outcome of engineering and manufacturing

practice or conformance to specification. Specifications are
target and tolerance determined by designer or product and
service.( a manufacturer-based definition). This definition
of quality will be discussed in the context of technical
aspect of quality control
introduction ( by aman) 4
Quality is defined in term of costs and prices.( a value-based
definition). Quality product is one that provides performance
at an acceptable price.

Five Principal approach to defining Quality by Prof.

David Garvin

introduction ( by aman) 5
 customer needs Product design and
engineering

Process specification Product specification

operation

Product flow
Information flow
Fig 1. The Production –Distribution Cycle

The definition meaning the quality depend on one’s positions

in the organization; whether one is designer, customer,
manufacturer, or distributor
introduction ( by aman) 6
The diversity of this definition can also be explained by
examining eight principal quality dimensions listed by Gavin:
1. Performance: karakter dari fungsi utama produk
2. Features : ciri-ciri/keistimewaan tambahan; karakteristik
sekunder/pelengkap
3. Reliability (keandalan) : kemungkinan kecil suatu produk akan
mengalami kerusakan/ gagal dipakai sampai periode waktu tertentu.
4. Conformance: kesesuaian dengan spesifikasi, sejauh mana
ciri/karakteristik produk memenuhi spesifikasi yang telah ditetapkan
5. Durability (daya tahan): berapa lama produk tersebut dapat
bertahan/terus digunakan.
6. Serviceability: kecepatan, ketepatan, kemudahan dalam perawatan
perbaikan (penanganan keluhan yang memuaskan).
7. Aesetatic: bagaimana suatu produk terlihat, tercium, terasa,
terdengar (daya tarik produk terhadap panca indera)
8. Perceived quality: penilaian subyektif sebagai hasil dari image,
iklan, merek produk introduction ( by aman) 7
 The Total Quality System
• Compose two related system :
- Management system (planning, organizing,
controlling, human resources managemen
process)
- Technical system (systematic approach,
procedure, associated technology)

introduction ( by aman) 8
 Total Quality System
Economic considerations
Management system Technical system

Planning Typical Quality of

Quality of design method
process performance conformance
for
process quality
process
assurance
Organizing Controlling
process process
Product Inspection Statistical Sampling
and process and process techniques
Human design measureme control
resources procedure nt structure techniques
management
process

Reliability
Employee Quality techniques
involvement improvements and
and/or team and problem structures
structure solving
structure
introduction ( by aman) 9
Fig 2. Total Quality System Model
 Apa Statistical Proses Control (SPC):

• SPC adalah teknik pengendalian kualitas yang menggunakan

metode statistik
• Fungsi metode statistik adalah:
1. Membantu dan menganalisa serta memahami situasi
yang sebenarnya
2. Menganalisis persoalan
3. Mengendalikan proses pekerjaan
4. Mengambil keputusan
5. Membuat rencana perbaikan
introduction ( by aman) 10