Total Quality Management: Rizky Dermawan Soemanagara, SE, MM

TOTAL QUALITY
MANAGEMENT
Rizky Dermawan Soemanagara, SE, MM
POKOK DISKUSI
 INTRODUCTION
 THE CONCEPT OF QUALITY
 THE HISTORY OF QUALITY MANAGEMENT
 TOTAL QUALITY MANAGEMENT
 TQM SERVICE SECTOR
 TOOLS & TECHNIQUES FOR QUALITY
IMPROVEMENT
THE CONCEPT OF QUALITY
 Kualitas  dinamis; standar selalu berubah
 ABSOLUTE  Highest possible standard;
highest perfection made (high or top
quality); example: expensive goods &
service = high quality goods & service
 Main features: rarity & expense
 Quality in this concept is an attribute of a
product or service
 “Most of us admire it, many of us want it,
few of us can have it (Pfeffer & Coote,
1991;4)”
THE CONCEPT … (cont)
 RELATIVE  Quality is something which is ascribed to
product or service
 Quality exists when product or service meets the
specification that has been determined; stated;
planned
 Relative concept has two aspects:
1) Measuring up to specification; From the producer

side  “Fitness for purpose or use”, “Fit for their
purpose” or “Quality in fact”
2) Meeting customer requirements; From the customer
side  “Quality in perception”: something that can
best satisfies and exceeds customers needs & wants
(Quality lies in the eyes of the beholder) 
Customers defines quality
SEJARAH RINGKAS MANAJEMEN KUALITAS
 1946 - 1950 adalah periode perintisan atau periode penelitian dan
penelaahan. Pada periode ini, yaitu pada bulan Juli 1950, Dr. W. E.
Deming menyampaikan seminar delapan hari mengenai kualitas pada
para ilmuwan, insinyur dan para eksekutif perusahaan Jepang
 1951 - 1954 adalah periode pengendalian mutu statistik (Statistical

Quality Control). Pada bulan Juli 1954 diadakan seminar tentang
manajemen pengendalian mutu (Quality Control Management) dengan
pembicara Dr. J. M. Juran
 1955 -1960 adalah periode pengendalian mutu secara sistematik.

Kelompok belajar pengendalian mutu (Quality Control Study Group)
memperkenalkan pengendalian mutu menyeluruh dalam perusahaan
(Company Wide Quality Control)
 1961 sampai sekarang dikatakan sebagai periode pemantapan dan

pengembangan (New Quality Creation). Pada tahun 1962, Prof. DR.
Kaoru Ishikawa memperkenalkan Gugus Kendali Mutu (Quality Control
Circle)
HIRARKHI KUALITAS
 Quality Control (QC), Quality Assurance (QA)
& TQM
 QC  involves; inspection, detection,
elimination of components or final products
(it is an after the event process of production)
 QA  a before and after the event process.
Focus on prevention or preventing product
defect
 TQM  integrating QC+QA+’Quality Culture’.
Focus on Continuous Improvement (a total
approach to quality)
TOTAL QUALITY MANAGEMENT
 Pengertian TQM dapat dibedakan dalam dua aspek (Goetsch &
Davis, 1994 dalam Fandy Tjiptono, 1999):
1. Definisi TQM  suatu pendekatan dalam menjalankan
bisnis/usaha yang berupaya memaksimalkan daya saing melalui
penyempurnaan terus menerus atas produk, jasa, manusia,
proses dan lingkungan organisasi
2. Cara mencapainya  berkaitan dengan 10 karakteristik TQM:
• Fokus pada pelanggan (internal maupun eksternal),
• Obsesi tinggi pada kualitas,
• Menggunakan pendekatan ilmiah,
• Memiliki komitmen jangka panjang,
• Kerja sama tim,
• Menyempurnakan kualitas secara berkesinambungan,
• Pendidikan dan pelatihan,
• Menerapkan kebebasan yang terkendali,
• Memiliki kesatuan tujuan,
• Serta melibatkan dan memberdayakan karyawan.
TQM SERVICE SECTOR
 Isu sentral dalam persaingan bisnis pelayanan jasa 
SERVICE QUALITY
 Kotler (1994): “A service is any act or performance that

one party can offer to another that is essentially
intangible and does not result in the ownership of
anything, its production may not be tied to a physical
product”
 Fitzsimmons (1994:20): “The distinction between a

product and a service is difficult to make because the
purchase of product is accompanied by some facilitating
service…, and the purchase of service often includes
facilitating goods”
TQM SERVICE … (cont)
 Jasa memiliki empat karakteristik utama:
1. Intangibility. Jasa bersifat abstrak. Jasa hanya
bisa dikonsumsi tetapi tidak dapat dimiliki
2. Inseparability. Jasa bersifat tidak dapat
dipisah-pisah karena diproduksi dan dikonsumsi
dalam waktu bersamaan
3. Variability. Jasa sangat bervariasi karena
merupakan output yang tidak terstandar,
namun dapat ditentukan standarnya
4. Perishability. Jasa merupakan produk yang
tidak tahan lama dan tidak dapat disimpan
untuk dikonsumsi pada waktu yang lain
SERVICE QUALITY DEVELOPMENT
 “Quality in service often occurs during service
delivery, usually in an interaction between the
customer and provider” (Zeithaml,1990:15)
 Kualitas jasa  gap antara jasa yang

diharapkan dan jasa yang dirasakan
 Total Quality Service (TQS)  pencerminan

dari kinerja karyawan sebagai agen pengelola
perusahaan dalam memberikan pelayanan jasa
terbaik pada pelanggan
SERVICE QUALITY MANAGEMENT
 Kualitas jasa dipengaruhi oleh dua variabel,
yaitu jasa yang diharapkan (expected
service; ES) dan jasa yang dirasakan
(perceived service; PS)
 Tiga kondisi kualitas jasa:
1. Expectations Exceeded
ES < PS (Quality Surprise, QS)
2. Expectations Met
ES = PS (Satisfactory Quality, SQ)
3. Expectations Not Met
ES > PS (Unaccepted Quality, UnQ)
ALAT & TEKNIK KUALITAS
 BRAIN STORMING
 FISHBONE DIAGRAM
 BENCHMARKING
BRAINSTORMING
 Brainstorming (curah ide)  alat untuk
menstimulasi ide dan imajinasi (bukan alat
untuk menganalisis)
 Dimensi brainstorming  1) structured:
involves every member to give the idea in
rotation; 2) unstructured: allow people to
express the idea freely
 Simple rules:
 Be clear what the brainstorming is about
 Nominate someone to write the ideas
 List all ideas as they expressed
 Do not discuss or criticize the ideas
FISHBONE OR ISHIKAWA DIAGRAM
 Diagram ‘sebab dan akibat’ (penemu by Kaoru
Ishikawa)
 Pemetaan seluruh faktor/variabel yang
mempengaruhi masalah atau tujuan yang
diinginkan
 Diagram ini merupakan ‘daftar visual’;
eksplorasi dari struktur atau sebab-sebab
masalah
 Fokus pada faktor atau sebab utama yang
memandu pada peningkatan kualitas
FISHBONE: CONTOH KATEGORI SEBAB
 People  Anyone involved with the process
 Methods  How the process is performed and
the specific requirements for doing it, such as
policies, procedures, rules, regulations and laws
 Machines  Any equipment, computers, tools,
etc. required to accomplish the job
 Materials  Raw materials, parts, pens, paper,
etc. used to produce the final product
 Measurements  Data generated from the
process that are used to evaluate its quality
 Environment  The conditions, such as
location, time, temperature, and culture in
which the process operates
BENCHMARKING
 Learning from and doing better than the
market leader
 Used to ensure that our standard are at

least as good if not better than
competitors’
 Benchmarking helps reducing the time of

reinvention; innovation
TQM FOR OM CLASS UPN “VETERAN” 2014
TERIMA KASIH ATAS

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TOTAL QUALITY

1) Measuring up to specification; From the producer

 1951 - 1954 adalah periode pengendalian mutu statistik (Statistical

 1955 -1960 adalah periode pengendalian mutu secara sistematik.

 1961 sampai sekarang dikatakan sebagai periode pemantapan dan

 Kotler (1994): “A service is any act or performance that

 Fitzsimmons (1994:20): “The distinction between a

 Kualitas jasa  gap antara jasa yang

 Total Quality Service (TQS)  pencerminan

 Used to ensure that our standard are at

 Benchmarking helps reducing the time of

TERIMA KASIH ATAS

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