Menjadi Institusi Pendidikan yang Excellent

Transkripsi

1 Menjadi Institusi Pendidikan yang Excellent Melalui penerapan Sistem Manajemen Mutu Berbasis Standar Internasional ISO 9001:2000 oleh: Nosa P Kurniawan SGS Indonesia

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3 PIHAK YANG TERKAIT KOMUNITAS PEMERINTAH PENDAPATAN INVESTMENT LINGKUNGAN PERATURAN PRODUK/ JASA INVESTOR LEMBAGA/ INSTITUSI/ ORGANISASI BAGI HASIL SERVICE MASYARAKAT UPAYA KESEJAHTERAAN & K3 GAJI INFORMASI/ IMAGE MATERIAL KARYAWAN/STAFF INSTITUSI LAIN 3

4 KOMUNITAS PENDAPATAN PIHAK YANG TERKAIT INVESTMENT LINGKUNGAN INVESTOR BAGI HASIL LEMBAGA PENDIDIKAN UPAYA KESEJAHTERAAN & K3 GAJI GURU & STAFF Keseimbangan pemenuhan untuk kepuasaan pihak terkait PEMERINTAH PERATURAN PRODUK/ JASA SERVICE SISWA & ORANG TUA Copyright(c) 1998 APEC IQAS INFORMASI/ IMAGE MATERIAL INSTITUSI LAIN Diperlukan sistem manajemen yang bermutu/quality 4

5 Technologi and equipment : Availability (ketersediaan) - Operational (operasional) - Reliability (kehandalan) - Compatibility (dapat terintegrasi dengan perangkat lain) - Security (keamanan) - Accessibility (kemudahan) System and procedures : Available (ada atau tidak bisnis proses) - Applicable (dapat diterapkan) - Simple (mudah) - Flexible - Controllable People : Quantity (kecukupan jumlah pegawai sebanding dengan beban tugas) - Quality (kompetensi pegawai yang meliputi profesional quality dan personal quality) - Interaction Harmoniusty (team work) 5

6 Sistem manajemen Bagian dari keseluruhan sistem manajemen yang meliputi struktur organisasi, rencana kegiatan, tanggung jawab, prosedur, proses dan sumber daya untuk pengembangan, penerapan, pencapaian dan pemeliharaan kebijakan atau arah perusahaan/organisasi. 6

7 IDENTIFIKASI KEINGINAN PIHAK TERKAIT PIHAK TERKAIT KEINGINAN 1. Masyarakat,Customer : Pelayanan pendidikan yang lebih bermutu 2. Faktor Komunitas : Lingkungan yang Nyaman 3. Karyawan & Staff : Kesejahteraan, Kesehatan & Keselamatan 4. Pemerintah : Kepatuhan terhadap peraturan & kebijakan 5. Investor : Reputasi yang baik 6. Institusi lain (Industri, universitas) : Siap, terampil, adaptip 7

8 HARAPAN KOMUNITAS PENDAPATAN PIHAK YANG TERKAIT INVESTMENT LINGKUNGAN INVESTOR BAGI HASIL LEMBAGA PENDIDIKAN UPAYA KESEJAHTERAAN & K3 GAJI GURU & STAFF VISI & MISI Contoh : menjadi sekolah yang terdepan dengan iman & taqwa PEMERINTAH PERATURAN PRODUK/ JASA SERVICE SISWA & ORANG TUA Copyright(c) 1998 APEC IQAS INFORMASI/ IMAGE MATERIAL INSTITUSI LAIN KEBIJAKAN Contoh : Seluruh Manajemen, Guru & Staff komitmen untuk memberikan yang terbaik secara berkesinambungan 8

9 WHY WE NEED A SYSTEM?

10 VISI & MISI SISTEM TERINTEGRASI PROSES UTAMA PROSES PENDUKUNG KONTROL SISTEM TOP MANAJEMEN EVALUASI ANALISA 10

11 System Requirements Documented System Monitoring Policy & Objectives Requirements of the Standard Control of Main Activities General Disciplines Review 11

12 VISI & MISI Kemana tujuan kita? KEBIJAKAN Uraian dari visi & misi? SASARAN/TARGET Indikator pencapaian visi & misi? Plan Do STRATEGI Rencana Manajemen Mutu PROGRAM Action Check SISTEM DOKUMENTASI Metode pencapaian sasaran : prosedur, juklak, juknis, form dll PENERAPAN PEMANTAUAN, EVALUASI & TINDAK LANJUT 12

13 A Model for Organization Excellence Organizational Profile : Environment, Relationship & Challenges STRATEGIC PLANNING SCHOOL & STAFF FOCUS LEADERSHIP LEADERSHIP Vision, Mision, Policy Objective Culture Business Opportuinities Communication Business Plan Strategic Objectives STUDENT, STAKEHOLKDER & MARKET FOCUS Marketing intelligent Customer Relationship Management Customer feedback PROCESS MANAGEMENT Competence Remuneration Development Well Being Process Mapping Quality Plan Design & Development Monitoring, measurement, Analysis & Improvement PERFORMANCE PERFORMANCE RESULT RESULT Financial Result Customer Satisfaction Result Employee Satisfaction Result Objective Result E X C E L L E N T Measurement, Analysis & Knowledge Management 13

14 VISI 14

15 VISI KEBIJAKAN & SASARAN, PROGRAM HARAPAN CUSTOMER ASPEK&DAMPAK LINGKUNGAN HIRARC KESEHATAN & KESELAMATAN Personel Tg. Jawab&wewenang Kompetensi/Kualifikasi Pelatihan Record Ketersediaan Material Spesifikasi Ketersediaan Penyimpanan Pengadaan PROSES Kondisi lingkungan Penetapan Pengelolaan Peralatan Kebutuhan Ketersediaan Kemampuan Pemeliharaan Kondisi Informasi/Metode Kebutuhan Spesifikasi Akurat Analisa Komunikasi Ketersediaan PLAN ACTION DO CHECK 15

16 STANDAR INTERNASIONAL untuk SISTEM MANAJEMEN

17 adalah non-governmental organization yang didirikan tahun 1947 dengan kantor pusat di Geneva-Swiss. adalah federasi dunia dari lebih 146 negara standardisasi nasional dari Misi ISO adalah untuk mempromosikan pengembangan standardisasi didalam bidang intelektual, scientific, tekhnologi dan ekonomi. ISO standard adalah market driven. Dimana standard yang dikembangkan berdasarkan consensus internasional beberapa ahli dari bagian yang memerlukan standard. 17

18 Management System Standards Sector standards Environment ISO Automotive ISO/TS QS 9000 Food HACCP - BRC - GMP Telecom TL 9000 Generic standards Quality ISO 9001 Social SA WRAP Business Excellence QM

19 BASICS OF CERTIFICATION Organization Company 1st party Buyer Customer 2nd party SGS The 1st part and the 2 nd party must be convinced that the certificate is as credible as possible 3rd party Accreditation Body 4th party 19

20 ACCREDITATIONS IN 31 COUNTRIES Europe / Africa / Middle East Spain France Switzerland UK Italy Germany Finland Belgium Holland Portugal 98/OCF.01 98/OCF.01 Certificação Gestão Certificação da Qualidade Gestão da Qualidade Bulgaria Romania South Africa North and South America Canada USA Argentina Brazil Asia Pacific China Japan Thailand Philippines Indonesia Chile Colombia Mexico Hong Kong Korea Singapore Taiwan Australia/ N. Zealand 20

21 Milestone reaching business excellence ISO 9004 :2000 ( World Class Business excellence model ) T Q M ISO 9001 :1987 ISO 9001 :1994 ISO 9001 :2000 * ISO certification * OHSAS certification * ISO laboratory certification * Financial Risk Management QC/QA model QM model TQM model 21

22 22 MANAJEMEN SUMBER DAYA INPUT OUTPUT TANGGUNG JAWAB MANAJEMEN PENGUKURAN & ANALISA & IMPROVEMENT P E R S Y A R A T A N P E L A N G G A N P E L A N G G A N PRODUK/ SERVICE REALISASI PRODUK K E P U A S A N PENINGKATAN BERKESINAMBUNGAN QMS

23 Continual Improvement of the Quality Management System ISO 9001:2000 Model For Education CUSTOMERS Incoming Students Curriculum Library Laboratories Physical Facilities Funding 6. Resource Management 5.Management Responsibility Management 7. Product Realization Evaluasi Diri 8. Measurement Analysis and Improvement Customer Satisfaction Graduates Job Market Requirements Staff Organization Academic Community Teaching-Learning Process Process Output Consumption 23

24 ISO 9001:2000 THE STRUCTURE Introduction Scope Normative reference Terms and definitions Quality management system Management responsibility Resource management Product Realization Measurement, analysis and improvement 24

25 4. SISTEM MANAJEMEN MUTU 25

26 ISO 9001: Sistem Manajemen Mutu 4.1 Persyaratan Umum (1) Organisasi harus: menetapkan, mendokumentasikan, menerapkan dan memelihara suatu sistem manajemen mutu yang bersesuaian dengan persyaratan dari Standar. Keefektipan dari peningkatan berkesinambungan 26

27 MENDOKUMENTASIKAN SISTEM MANAJEMEN MUTU PROSES PENDUKUNG PROSES UTAMA KONTROL SISTEM PETA PROSES PEDOMAN MUTU SISKESDA DEPKES UU. SK DLL In the right place At the right time PROSEDUR UMUM (MR) PROSEDUR KHUSUS : POLI, APOTEK DLL. SOP In the right revision 27

28 Tanggung Jawab Manajemen

29 KOMITMEN MANAJEMEN (5.1) CUSTOMER FOCUS (5.2) STAKEHOLDER REGULATION 5. TANGGUNG JAWAB MANAJEMEN KEBIJAKAN MUTU (5.3) PLAN (5.4) SASARAN MUTU (5.4.1) 5.5. ADMINISTRASI ORGANISASI TG. JAWAB & WEWENANG MNGT. REPRESENTATIVE (5.5.2) PERENCANAAN (5.4.2) KOMUNIKASI INTERNAL (5.5.3) TINJAUAN MANAJEMEN (5.6) 29

30 EVALUASI PENERAPAN SISTEM MANJEMEN MUTU - PRODUCT VERIFICATION - NON CONFORMITY - CONCESSION - SERVICE REPORT CORRECTIVE ACTION ANALYIS CORRECTIVE ACTION REPORTS PREVENTIVE ACTION ANALYSIS PREVENTIVE ACTION REPORTS QUALITY SYSTEM CHANGE REQUEST ASSIGN QCC TEAM & OTHER RESOURCES QUALITY RECORD - CUST. COMPLAINTS - WARANTY CLAIMS - PROCESS CAPABILITY STUDIES - DESIGN REVIEW BUSINESS PLAN - BIZ EXPANSION & REDUCTION PLAN - ORGANIZATION DEVL. PLANS - MARKETING PLAN - SALES PLANS - NEW PRODUCT DEVL. PLAN - NEW TECH.NOLOGY PLANS - PRODUCTION PLANS DATA COLLECTION, ANALYSIS AND PRESENTATION CORRECTIVE ACTION REQUEST EVALUASI MANAGEMENT REVIEW RECORDS - CALIBRATION REC. - TRAINING REC. - CONTRACT REVIEW REC. - DUB CONTRACTOR REC. BUSINESS RESULTS - SALES FIGURES - CUST. SURVEYS - PROFIT & LOSS- SSFIGURES - MKT SHARE FIG. - RESOURCE AVAIL - DELIVERY PERF. - TENDERING RSLTS INTERNAL AUDIT REPORTS QUAL;ITY OBJECTIVE QUALITY IMPROVEMENT PLANS 30

31 Manajemen Sumber Daya

32 6. MANAJEMEN SUMBER DAYA Manusia Infrastruktur Lingkungan Kerja IDENTIFIKASI KEBUTUHAN KETERSEDIAAN PEMELIHARAAN 32

33 SUMBER DAYA MANUSIA Target/Sasaran Prosedur/program Kerja Tugas & wewenang PENDIDIKAN PELATIHAN SKILL & PENGALAMAN MENETAPKAN KUALIFIKASI/ KOMPETENSI ANALISA KOMPETENSI YANG SEKARANG PERBEDAAN/GAP RECORD EVALUASI ACTION : TRAINING, MUTASI, RECRUITMENT, OUTSOURCING DLL. 33

34 INFRASTRUKTUR KONFIGURASI PENYEDIAAN PEMELIHARAAN PLANT, WORKSPACE, SOFTWARE, TOOL, MACHINE, COMMUNICATION, TRANSPORT AND FACILITIES SECURITY SAFETY AVAILABILITY PERFORMANCE TIME COST 34

35 LINGKUNGAN KERJA FAKTOR PERSONEL FAKTOR FISIK PEMAHAMAN SASARAN PERATURAN SAFETY & PROSEDUR KREATIVITAS CAREER PLANNING KEBISINGAN TEMPERATUR CAHAYA HYGIENIS KELEMBABAN KEBERSIHAN 35

36 PENGENDALIAN REALISASI PELAYANAN

37 REALISASI PELAYANAN PROSES YANG BERHUBUNGAN DENGAN PELANGGAN IDENTIFIKASI PERSYARATAN YANG BERHUBUNGAN DENGAN PRODUK/JASA Peninjauan persyaratan pelanggan dengan kemampuan perusahaan termasuk perubahan kontrak CUSTOMER COMUNICATION PERANCANGAN DAN/ATAU PENGEMBANGAN PEMBELIAN PERENCANAAN REALISASI PROSES PROSES PRODUKSI DAN PELAYANAN PENGENDALIANPROSES PROSES VALIDASI IDENTIFIKASI & MAMPU TELUSUR PROPERTY PELANGGAN PERLINDUNGAN PRODUK IDENTIFIKASI, PENANGANAN, PENGEMASAN, PENYIMPANAN & PROTEKSI PENGENDALIAN ALAT UKUR DAN ALAT KENDALI 37

38 PENGADAAN PERMINTAAN USER PERENCANAAN KOMUNIKASI DENGAN VENDOR/SUPPLIER PROSES PEMBELIAN Memastikan produk yang dibeli sesuai persyaratan Jenis & tingkat pengendalian harus ditentukan berdasarkan pengaruhnya terhadap mutu proses SELEKSI VENDOR Evaluasi pengalaman yang berkaitan Performansi (Quality, Cost, Delivery, After sales service) Check referensi Audit (Produk/sistem/Finansial) INFORMASI PEMBELIAN Spesifikasi harus jelas : persyaratan lainnya atau kualifikasi produk/jasa, prosedur, proses, alat dan personel VERIFIKASI PRODUK/JASA YANG DIBELI oleh PERUSAHAAN ATAU CUSTOMER 38

39 PENDEKATAN PROSES METODE PERALATAN (HARDWARE/SOFTWARE) KEGIATAN PARAMETER TEPAT GUNA KEMAMPUAN PERBAIKAN KARATERISTIK PENGENDALIAN KARATERISTIK MAINTENANCE & KALIBRASI PROSES VALIDASI PENANGANAN PENGEMASAN PERATURAN K3 LINGKUNGAN KERJA SPESIFIKASI KUANTITAS SKILL PENYIMPANAN PENGAWETAN PENYERAHAN LINGKUNGAN MATERIAL PERSONEL IDENTIFIKASI & MAMPU TELUSUR Plan Action Do Check 39

40 Pengukuran, analisa dan peningkatan berkesinambungan

41 8. MEASUREMENT, ANALYSIS AND IMPROVEMENT IMPLEMENTATION & METHODOLOGY (8.1) MEASUREMENT & MONITORING CUSTOMER SATISFACTION INTERNAL AUDIT (8.2.2) PROCESS (8.2.3) DATA ANALYSIS 8.4 PRODUCT (8.2.4) CONTROL OF NONCONFORMITY (8.3) CORRECTIVE PREVENTIVE IMPROVEMENT 41

42 Plan-Do-Check-Act (PDCA) Customer requirements / Policy Monitoring Measurement Plan Total Objectives Act Monitoring Measurement Do Objectives of relevant functions and levels Check Monitoring Measurement System / Processes / Products 42

43 STRATEGI IMPLEMENTASI 43

44 IDENTIFIKASI PROSES BIDANG/BAGIAN SASARAN MUTU SETIAP BIDANG BISNIS PROSES IDENTIFIKASI DOKUMEN (PM, SOP PK, FORM & PENDUKUNG 5W + 1 H PERENCANAAN MUTU MAN, METODE, MATERIAL,MACHINE DAN K3 KETERKAITAN ANTAR BIDANG/BAGIAN MAKRO PROSES. SASARAN MUTU DAN RUANG LINGKUP PENGEMBANGAN DOKUMEN STANDARD PENERAPAN 44

45 DOCUMENTATION MANUAL REGULATION & SPEC. & ETC. GENERAL PROCEDURE PRODUCTION PROCEDURE QUALITY PROCEDURE HACCP PROCEDURE WORK INSTRUCTION, FORM 45

46 Document and Data Control Right information is available: In the right place At the right time In the right revision 46

47 TAHAPAN DIAGNOSTIC ANALYSIS & DOKUMENTASI TRAINING EXISTING DOCUMENT & IMPLEMENTATION VS DIAGNOSTIC ASSESSMENT ISO 9001:2000 REQUIREMENT ACTION PLAN PEMBUATAN DOKUMEN ISO 9001:2000 DITJAR EXISTING DOCUMENT REVIEW & PENGESAHAN TAHAPAN IMPLEMENTASI BENCHMARKING AUDIT SERTIFIKASI ASSESSMENT KICK OFF IMPLEMENTASI REVIEW IMPLEMENTASI TINJAUAN MANAJEMEN PERBAIKAN INTERNAL AUDIT TRAINING INTERNAL AUDIT PERSIAPAN AUDIT SERTIFIKASI PRE-ASSEMENT 47

48 TAHAPAN DEVELOPMENT & IMPLEMENTASI ISO 9001:2000 PEMBENTUKAN STEERING COMMITTEE MR & WORKING COMMITTEE DIAGNOSTIS ASSESSMENT IDENTIFIKASI GAP & PROGRAM KERJA IDENTIFIKASI PROSES BIDANG/BAGIAN & BISNIS PROSES BISNIS PROSES MAPPING&FLOW PROCESS DEVELOP SISTEM DOKUMENTASI REVIEW & SOSIALISASI Q. MANUAL, SASARAN MUTU, PROSEDUR, WORK INSTRUCTION, FORM PENGESAHAN DOKUMEN IMPLEMENTASI RECORD INTERNAL AUDIT & MANAGEMENT REVIEW CORRECTIVE ACTION AUDIT SERTIFIKASI 48

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50 CERTIFICATION AUDIT - PREPARATION System implemented at least 3 months Conduct at least : 1 internal audit 1 management review 50

51 Receive Manual & Procedure Stage 1 Audit major Corrective Actions CERTIFICATION PROCESS ISO 9001 Min. 3 weeks before audit Pre- Audit Corrective Action OPTIONAL Stage 2 Audit major Y Corrective Actions Follow-up audit N Renewal Certification Process Submission action taken Max. 1 month Max. 3 months 6-monthly Surveillance Audit Submission action taken Y major 3 year Max. 2 weeks Y Corrective Actions Follow-up audit Max. 3 months 51

52 STAGE 1 AUDIT Off Site Auditor will look at : Quality Manual Quality Procedures Quality Plan Quality Policy Quality Objectives To ensure that all elements of the ISO 9001 Management System Standards have been addressed 52

53 Certificate OOO1 THE CERTIFICATE Page 1 The management system of POLITEKNIK NEGERI SAMARINDA JL.CIPTO MANGUNKUSOMO KAMPUS GUNUNG LIPAN PO BOX 1341 has been assessed and certified as meeting the requirements of ISO 9001:2000 For the following activities Educational Services This certificate is valid from 9 October 2003 until 9 October 2006 Issue 01. Certified with SGS since October 2003 Authorised by SGS United Kingdom Ltd Systems & Services Certification Rossmore Business Park Ellesmere Port Cheshire CH65 3EN UK t +44 (0) f +44 (0) Page 53 of 1 53

54 SURVEILLANCE VISITS Conducted every six months at a date convenient to you Informal Review of new procedures Close out of Corrective Action Request (CAR) raised on previous visit Review percent of system Always review of Internal Audit & Management Review (at least annually), Preventive and Corrective Action, Customer complaints, Certification claims, Objectives and Continual Improvement 54

55 MANAGEMENT SYSTEM NEVER FINISH If you can t measure it, you can t manage it SLIDE 7 55

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58 Terimakasih 58

59 WHEN YOU NEED TO BE SURE! SGS Systems Services and Certification PT SGS INDONESIA Cilandak Commercial Estate #108 C Jl. Raya Cilandak KKO Jakarta Ph Fax sgs_indonesia@sgs.com Website: 59