9 6sigma analisa produktifitas – alfathrudie

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Quality Improvement

& Six Sigma

Dr.

Dr.Eng.Eng. Bonivasius PrasetyaBonivasius Prasetya

1

48

(2)

What is Quality?

A study that asked managers of 86 firms in the eastern United A study that asked managers of 86 firms in the eastern United

States to define quality produced several dozen different States to define quality produced several dozen different responses, including:

responses, including:

► Perfection_Perfection ► Consistency_Consistency

► Eliminating waste_{Eliminating waste} ► Speed of delivery_{Speed of delivery}

► Compliance _Compliance_pemenuhan_pemenuhan with policies and procedures_{with policies and procedures} ► Providing a good, usable product_{Providing a good, usable product}

► Doing it right the first time_{Doing it right the first time}

► Delighting or pleasing customers_{Delighting or pleasing customers}

► _{Total customer service and satisfaction}_{Total customer service and satisfaction}

Today, most managers agree that the main reason to pursue Today, most managers agree that the main reason to pursue

mengejar

mengejar quality is to satisfy customers. quality is to satisfy customers.

(3)

Performance

Features

Reliability

Conformance

Durability.

(

Ketahanan)Ketahanan)

Serviceability

Aesthetics

Perceived Quality

Garvin’s Dimensions of

Product Quality

(4)

► Performance. _Performance.

Karakteristik kinerja kinerja utama dari produk.

fungsi pokok dari

karakteristik produk.

dari suatu produk

untuk tidak berfungsi

pada suatu periode

tertentu.

Kesesuaian fungsi / kinerja

suatu produk dengan

standar yang telah

ditetapkan.

Ukuran umur (lama

pemakaian) dari suatu

produk

Kemudahan perbaikan jika

produk membutuhkan

Tampilan, rasa, dan unsur

estetik lainnya suatu

produk

► Perceived quality._{Perceived quality.} mutu _mutu

yang dapat diterima oleh

konsumen.

8 DIMENSI MUTU PRODUK

[GARVIN]

(5)

What Is Quality:

A Final Perspective



Customer’s and producer’s

perspectives depend on each other



Producer’s perspective:



_{production process and COST}



Customer’s perspective:



_{fitness for use and PRICE}

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48 2-6

Evolution of Quality

Management: Quality Gurus

►

Walter Shewart

_{Walter Shewart}

 _{In 1920s, developed control charts}_{In 1920s, developed control charts}  _{Introduced term “quality assurance”}_{Introduced term “}_{quality assurance”}

►

_{W. Edwards Deming}

 _{Developed courses during World War II to teach}_{Developed courses during World War II to teach}

statistical quality-control techniques to engineers and

executives of companies that were military suppliers

 _{After war, began teaching statistical quality control to}_{After war, began teaching statistical quality control to}

Japanese companies

►

Joseph M. Juran

_{Joseph M. Juran}

 _{Followed Deming to Japan in 1954}_{Followed Deming to Japan in 1954}

 _{Focused on strategic quality planning}_{Focused on strategic quality planning}

 _{Quality improvement achieved by focusing on}_{Quality improvement achieved by focusing on}

projects to solve problems and securing breakthrough

solutions

(7)



Armand V. Feigenbaum

 _{In 1951, introduced concepts of total quality}_{In 1951, introduced concepts of total quality}

control and continuous quality improvement



Philip Crosby

 _{In 1979, emphasized that costs of poor quality far}_{In 1979, emphasized that costs of poor quality far}

outweigh cost of preventing poor quality

 _{In 1984, defined absolutes of quality}_{In 1984, defined absolutes of quality}

management—conformance to requirements,

prevention, and “zero defects”



Kaoru Ishikawa

 _{Promoted use of quality circles}_{Promoted use of quality circles}  _{Developed “fishbone” diagram}_{Developed “fishbone” diagram}

 _{Emphasized importance of internal customer}_{Emphasized importance of internal customer}

Evolution of Quality

Management: Quality Gurus

(cont.)

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48 2-8

Deming’s 14

Points

1.

1. Create constancy of purpose

Create constancy of purpose

2.

2. Adopt philosophy of prevention

Adopt philosophy of prevention

3.

3. Cease mass inspection

Cease mass inspection

4.

4. Select a few suppliers based on

Select a few suppliers based on

quality

5.

5. Constantly improve system and

Constantly improve system and

workers

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6.

6. Institute worker training

Institute worker training

7.

7. Instill leadership among

Instill leadership among

supervisors

8.

8. Eliminate fear among

Eliminate fear among

employees

9.

9. Eliminate barriers between

Eliminate barriers between

departments

10.

10. Eliminate slogans

Eliminate slogans

Deming’s 14 Points (cont.)

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48 2-10

11.

11. Remove numerical quotas

Remove numerical quotas

12.

12. Enhance worker pride

Enhance worker pride

13.

13. Institute vigorous training

Institute vigorous training

and education programs

14.

14. Develop a commitment

Develop a commitment

from top management to

implement above 13 points

Deming’s 14 Points (cont.)

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Impact of Quality

►

_{Increase in Productivity}

_:

Productivity = Output / Input(s)

►

_{Quality and Costs}

_:

• As quality of design increases, costs increase_{As quality of design increases, costs increase}

• As quality of conformance increases, costs decrease (less rework, _{As quality of conformance increases, costs decrease (less rework,}

complaints, scrap, etc…)

►

_{Reduction in Cycle Time}

►

_{Quality and Value}

_:

Value = Quality / Price

(12)

Quality Management

► Quality Management: “The process of

_{Quality Management: “The process of}

identifying and administering the

activities needed to achieve the

quality objectives of an organization.”

► What is value?

_{What is value?}

_{(refer to Warren Buffet)}

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8

8 QUALITY MANAGEMENT

QUALITY MANAGEMENT

PRINCIPAL

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Principle 1

pada konsumen. Jadi pada konsumen. Jadi Perusahaan/Organisasi Perusahaan/Organisasi perlu memahami apa perlu memahami apa yang diinginkan oleh yang diinginkan oleh pelanggannya dan pelanggannya dan berusaha untuk berusaha untuk

memenuhi apa yang memenuhi apa yang menjadi harapan dan menjadi harapan dan keinginan pelanggan. keinginan pelanggan.

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KENALI PELANGGAN ANDA

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Customer’s V



_

ice

[Suara Pelanggan]

1.

1. Pelanggan selalu benarPelanggan selalu benar

2.

2. Bila pelanggan ternyata tidak benar, baca aturan Bila pelanggan ternyata tidak benar, baca aturan

no.1. no.1.

1.

1. Pelanggan selalu benarPelanggan selalu benar

2.

2. Bila pelanggan ternyata tidak benar, baca aturan Bila pelanggan ternyata tidak benar, baca aturan

no.1.

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Principle 2

►

Leader/Pemimpin harus

_{Leader/Pemimpin harus}

menyatukan tujuan dan arah

organisasi ( Policy &

Objectives ) secara jelas.

►

Leader/Pemimpin harus

_{Leader/Pemimpin harus}

menciptakan lingkungan yang

mendorong terciptanya

keterlibatan segenap

karyawan dalam mencapai

tujuan organisasi/perusahaan.

(18)

Principle 3

Involvement of People

► Semua jajaran

_{Semua jajaran}

didalam organisasi

adalah inti dari

organisasi

► Keterlibatan mereka

_{Keterlibatan mereka}

untuk kebaikan

organisasi

(19)

INPUT

Principle 4

Process Approach

Hasil yang diinginkan menjadi lebih efisien jika

sumber daya dan aktivitas yang saling terkait

dikelola dalam suatu proses

(20)

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Principle 6

Shewhart’s Plan-Do-Check-Act (PDCA) Cycle

Check

Do

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CONTROL!

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Deming’s

wheel

(P.D.C.A.)

Deming’s

wheel

(P.D.C.A.)

ISO

9001

PLAN

DO

ACT

CHECK

Continuous Improvement

_{Kerjasama yang saling}

menguntungkan akan memberikan

kemampuan untuk menciptakan nilai

lebih dari masing-masing

(26)

Total Quality

ManagementAim for continuous improvementInvolve suppliers & customers Involve all operations Use of quality cost

Involvement of non-production operations Failure mode and effect analysis Statistical process control Use of basic statistics Paperwork control

Identity sources of non-conformance

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QUALITY ASSURANCE

[QA]

_{Basic/dasar dari pengendalian adalah}

pencegahan terulangnya kesalahan/

penyimpangan.

►

Eliminasi/hilangkan penyebab terjadinya

_{Eliminasi/hilangkan penyebab terjadinya}

penyimpangan kualitas.

(28)

QUALITY in SERVICES

(29)

Dimensions of

Quality:

Services



Time and timeliness



_{how long must a customer wait for service,}

and is it completed on time?



_{is an overnight package delivered overnight?}



Completeness:



_{is everything customer asked for provided?}



_{is a mail order from a catalogue company}

complete when delivered?

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48 2-30

Dimensions of

Quality:

Service (cont.)



Courtesy:



_{how are customers treated by employees?}



_{are catalogue phone operators nice and}

are their voices pleasant?



Consistency

_{(Kemampuan Bereaksi)}



_{how well does company react to unusual situations?}



_{how well is a telephone operator able to respond to a}

customer’s questions?

Dimensions of Quality:

Service (cont.)

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Services vs Products

(33)

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Two Focus on Services

(35)

IMPROVED PROFITABILITY

KONTRIBUSI QUALITY TERHADAP

PROFITABILITY

Total Quality in

Organization

(36)

REWORK &

PENGARUH MUTU TERHADAP KINERJA KEUANGAN

(48)

Referensi Utama:

Goetsch, D. L. & Davis, S. B. (2010). Quality Management for Organizational Excellence, 6th_ed., Upper Saddle River, NJ: Pearson Education Inc.

Referensi Rujukan:

•Besterfield, D. H., Besterfield-Michna, C., Besterfield, G. H. & Besterfield-Sacre, M. (2003). Total Quality Management, Upper Saddle River, NJ: Pearson Education Inc.

•Evans, J. R. & Lindsay, W. M. (2008). The Management & Control of Quality, 7th_ed., Mason, OH: South-Western.

•Foster, S. T. (2007). Managing Quality: Integrating the Supply Chain, Upper Saddle River, NJ: Pearson Education Inc.

•Gryna, F. M., Chua, R. C. H. & DeFeo, J. A. (2007). Juran’s Quality Planning & Analysis for Enterprise Quality, 5th_{ed., New York, NY: McGraw-Hill.}