01 pengantar pengendalian kualitas
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Introduction to Quality Control and Assurance
Dedy Sugiarto
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“The degree of excellence of a
thing” (Webster’s Dictionary)
“The totality of features and
characteristics that satisfy needs”
(ASQ)
What Is Quality?
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The degree to which a set of inherentcharacteristics fulfills requirements (ISO9000:2000)
An excellent product or service that fulfills orexceeds our expectations
Q = P / E
Q = Quality,P = performance
E = Expectations
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Quality is “fitness for use”
(Joseph Juran)
Quality is “conformance to requirements”
(Philip B. Crosby)
Quality of a product or services is its ability to satisfythe needs and expectations of the customer
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Quality is inversely proportional tovariability.
Quality improvement is the reduction ofvariability in processes and products.
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Dimensions of Quality (Garvin)
1. Performance
Basic operating characteristics
2. Features
“Extra” items added to basic features
3. Reliability
Probability product will operate over time
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Dimensions of Quality (Garvin)
4. Conformance
Meeting pre-established standards
5. Durability
Life span before replacement
6. Serviceability
Ease of getting repairs, speed &competence of repairs
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Dimensions of Quality (Garvin)
7. Aesthetics
Look, feel, sound, smell or taste
8. Safety
Freedom from injury or harm
9. Other perceptions
Subjective perceptions based on brand name, advertising, etc
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http://www.asq.org
SPC = The application of statistical techniquesto control a process, reducing variation so that
performance remains within boundaries, orspecification limits.
SQC = The application of statistical techniquesto control quality; includes acceptance sampling
(inspection of a sample from a lot to decidewhether to accept that lot) as well as SPC.
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TQM
Total - Made up of the whole
Quality - degree of excellence a product
or service provides
Management - Act, art or manner ofplanning, controlling, directing,….
Therefore, TQM is the art of managing the whole to achieve excellence.
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What does TQM mean?
Total Quality Management means thatthe organization's culture is defined byand supports the constant attainment of
customer satisfaction through anintegrated system of tools, techniques,and training. This involves the
continuous improvement oforganizational processes, resulting inhigh quality products and services.
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Total quality management is asystemic approach to productivityimprovement using qualitative and
quantitative methods andinvolving all stakeholders tocontinuously improve the quality
of all products and services.
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Evolution of Quality Management
Inspection
Quality
Control
Quality
Assurance
TQM
Sorting, grading, blending, corrective actions,
identify sources of non-conformance
Develop quality manual, process performance
data, self-inspection, product testing, basic
quality planning, use of basic statistics,
paperwork control.
Quality systems development, advanced quality
planning, comprehensive quality manuals, use of
quality costs, involvement of non-production
operations, failure mode and effects analysis, SPC.
Policy deployment, involve supplier & customers,
involve all operations, process management,
performance measurement, teamwork, employee
involvement.
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PLAN
CHECK
DO ACT
The Deming Cycle or PDCA Cycle
Plan a change to the process. Predict the
effect this change will have and plan how
the effects will be measured
Implement the change on
a small scale and measure
the effects
Adopt the change as a
permanent modification
to the process, or
abandon it.
Study the results to
learn what effect the
change had, if any.
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Six Basic Conceps of TQM :
1. A committed and involved management toprovide long-term top-to-bottom organizationalsupport
2. An unwaverin focus on the customer, bothinternally and externally
3. Effective involvement and utilization of theentire workforce
4. Continuous improvement of the business andproduction process
5. Treating suppliers as partners
6. Establish performance measures for the process
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TQM Gurus
Walter A. Shewhart, PhD.
control charts
W. Edwards Deming, PhD
Deming Philosophy
Assisted Japan in improvingproductivity and quality
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Joseph M. Juran, PhD.The Juran Trilogy (Planning, Control, andImprovement)
Armand V. Feigenbaum, PhD.Developed the concept of total quality control
Kaoru Ishikawa, PhD.Fishbone diagram
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Phillip B. Crosby
1. Quality is conformance torequirements
2. Prevention of nonconformance is theobjective not appraisal
3. The performance standard is zerodefects not “that’s close enough”
4. The measurement of quality is the costof nonconformance
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Genichi Taguchi, PhD.
Loss functionSignal to Noise Ratio
Robust design of parameters and
tolerances
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Emerging Quality Standards
Malcolm Baldrige National QualityAward
Deming Prize
ISO 9000 Standards