(TQM) Customer-Focused Principles and QFD including The 7 Tools of TQM

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1 The Total Quality Management (TQM) Customer-Focused Principles and QFD including The 7 Tools of TQM

2 Where are You on this scale? What s TQM I ve heard about TQM I ve read about TQM I ve Ive attended some TQM training I ve used some TQM tools I have lots of experience with TQM I taught Dr. Deming everything he knows about TQM 2

3 Industrial Paradigm Production : Mass Lean Flexible Reconfigurable Objective : Knowledge Science Computerization Production Management Interchangeable Parts Approach: 3

4 Competition Strategy Cost Quality Delivery Flexibility/ Responsiveness Innovation

5 evolusi TQM Quality Assurance inspection foremen operator

6 QUALITY Quality Control Quality Assurance Total Quality Control Total Quality Management 6

7 Quality of design Quality of conformance 1. Performance 2. Feature 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetic 8. Perceived quality 7

8 Quality Control Quality Assurance PDCA Quality Circle 8

9 Top Management Commitment Customer Focus Performance measurement Participative Management Continuous o Improvement 9

10 BASIC QUESTIONS IN THE TQM IMPLEMENTATION Who are my customer? What are the products/services I provide to my customers? What are their expectations of my product/service? Does my product/service consistently tl meet or exceed their expectations? What tells me my product/service is improving? How do my work activities add value to the process? What actions are needed to improve my process? 10

11 Quality Costs Internal Failure Costs Scrap Rework External Failure Costs Warranty cost Product liability Appraisal Costs Inspection costs Prevention Costs Process improvement Product simplification Training costs Co ontinua al Impr rovem ment Decline Little or no defective work Decline No dissatisfied customers Decline Very little inspection Increase An ounce of prevention is worth a pound of cure 11

12 Quality Cost: Traditional View good un it of prod duct Cost per Internal and external failure costs Prevention and appraisal costs Total quality costs Minimum total t cost 0 Quality level (q) 100% Optimum quality level 12

13 EIGHT TQM TOOLS 1. CHECK SHEET 2. HISTOGRAM 3. DIAGRAM PARETO 4. DIAGRAM SEBAB AKIBAT 5. DIAGRAM TEBAR 6. STRATIFIKASI 7. PETA KONTROL 8. QUALITY FUNCTION DEPLOYMENT (QFD) 13

14 SAMURAI WITH SEVEN PORTABLE WEAPONS 1 INTENTION 14

15 Hoyo (Hood) Kabuto (Helmet) Gusoku (armor) Tachi (long sword) Yumi (bow) Katana (sword) Ya (arrow) AN INTENTION 715

16 Fungsi CHECK SHEET Menyajikan data yang berhubungan dgn : Distribusi proses produksi Defective item Defective location Defective cause Check up confirmation 16

17 CHECK SHEET Date : Product : Plant : Usage : Dept. : Specification : Inspector : Inspection number : Lot Size : Supplier : Measurement unit : Lot No. : Weight (g) Tally Frequency Total 17

18 HISTOGRAM 1. Guna : menyajikan data secara visual sehingga lebih mudah dilihat oleh pelaksanan 2. Mekanisme : 1. Kumpulkan data pengamatan (N) data : minimum rumus statistik tentukan 2. Pilih harga maksimum & minimum a) Susun data dalam baris & kolom b) Pilih angka max. Tiap baris c) Pilih angka min. tiap baris d) Tentukan max & min dari keseluruhan 3. Hitung range ( R ) = max min 4. Tentukan jumlah kelas ( K ) K = f(r) = log R Atau K = N atau K = 10 ~ tentukan 18

19 5. Tentukan kelas interval ( KI) KI = R/K 6. Tentukan batas bawah KI terendah BB = min KI/2 7. Tentukan BB, batas atas dan setiap nilai kelas KI K? min NT max 8. Kelompok data setiap kelas = f(data) nyatakan tally mark 9. Hitung f ( frekwensi ) X (minus, 0, plus) 10. Hitung rata-rata & tandar deviasi 19

20 Gambarkan histogram dari data berikut ini : Data max min R = max min = 19 9 (19 9 = 10) K = N = 50/7 7,. 8 KI = R/K = 10/7 = 1 3 / BB = 9 1.5/2 = 8.25 BA = 9.75 dst untuk setiap kelas. 20

21 Batas Kelas NT Tallies f II IIII IIII , X X = 12.78, SD =

22 DIAGRAM PARETO ~ Petunjuk hierarki kepentingan persoalan cacat produk ~ Mekanisme 1. Buat klasifikasi cacat 2. Tentukan absis~ordinat 3. Buat diagram % jumlah cacat Kumulatif % cacat a b c d e ~ manfaat membuat orang mau bekerja sama dampak perbaikan besar identifikasi tujuan terpilih 22

23 Pareto Diagram Catatan produk cacat Date : Jumlah yang diinspeksi N = 2160 Defective Item Number of Defectives Per cent Defective Per cent of Compodition Head defective (Hd) % 47.4 % Material defectives (Md) % 6.2% Bolt defectives (Bd) % 24.9 % Corner defectives (Cd) % 4.3 % Length defectives (Ld) % 17.2 % % 99.9 % (jumlah) (%) Hd Bd Ld Md Cd 0 23

24 C.E. DIAGRAM ~ MANFAAT : mengarahkan diskusi faktor sebab domonan petunjuk pengumpulan dan pencatatan data menunjukkan kemampuan pekerja Menggambarkan hubungan sebab~akibat ~ GUNA menganalisa kondisi aktual perbaikan mutu efisiensi sumber daya biaya eliminasi kondisi ~ cacat / keluhan konsumen standarisasi 24

25 TAHAPAN 1. Kelompok analisa masalah 2. Anak panah 3. tulang penyebab 4. Identifikasi 5. evaluasi sebelah kanan masalah mutu 25

26 Fishbone Chart Airline Customer Service 26

27 SCATTERED DIAGRAM ~ MANFAAT : mengarahkan diskusi faktor sebab dominan petunjuk pengumpulan dan pencatatan data menunjukkan kemampuan pekerja Melihat hubungan antar faktor 27

28 No. Reaction Temperature Yield Y (%)

29 X X X X X X X Reaction Temperature 29

30 STRATIFIKASI ~ MANFAAT : mencari penyebab utama faktor kualitas memisahkan data (kategorisasi) sesuai dengan kelompok datanya memudahkan pengambilan keputusan peta kontrol mempelajari secara menyeluruh masalah yang dihadapi 30

31 Stratifikasi kategorisasi Mencari faktor penyebab utama Ilustrasi : Grade A Grade B Grade C Grade D 31

32 Quality Control Approaches Statistical process control (SPC) Monitors the production process to prevent poor quality Acceptance sampling Inspects a random sample of the product to determine if a lot is acceptable 32

33 Statistical Process Control Take periodic samples from a process Plot the sample points on a control chart Determine if the process is within limits Correct the process before defects occur 33

34 Types Of Data Attribute data Product characteristic evaluated with a discrete choice Good/bad, yes/no Variable data Product characteristic that can be measured Length, size, weight, height, time, velocity 34

35 SPC Applied To Services Nature of defect is different in services Service defect is a failure to meet customer requirements Monitor times, customer satisfaction 35

36 Service Quality Examples Hospitals timeliness, responsiveness, accuracy Grocery Stores Check-out time, stocking, cleanliness Airlines luggage handling, waiting times, courtesy Fast food restaurants waiting times, food quality, cleanliness 36

37 PETA KONTROL ~ MANFAAT : mengendalikan proses kecenderungan proses identifikasi kebutuhan konsumen ph t 37

38 Process Control Chart Upper control limit Process average Lower control limit Sample number 38

39 Patterns to Look for in Control Charts 39

40 Flow Diagram: Statistical Process Control Steps Start Produce Good Provide Service Take Sample Inspect Sample Create Control Chart No Assign. Causes? Yes Stop Process Find Out Why 40

41 Constructing a Control Chart Decide what to measure or count Collect the sample data Plot the samples on a control chart Calculate and plot the control limits on the control chart Determine if the data is in-control If non-random variation is present, discard the data (fix the problem) and recalculate the control limits 41

42 A Process Is In Control If No sample points are outside control limits Most points are near the process average About an equal # points are above & below the centerline Points appear randomly distributed 42

43 The Normal Distributiontion 95 % % -3σ -2σ -1σ μ = 0 1σ 2σ 3σ Area under the curve =

44 Control Chart Z Values Smaller Z values make more sensitive charts Z = 3.00 is standard Compromise between sensitivity and errors 44

45 Control Charts and the Normal Distributionib i UCL 3 σ Mean - 3 σ LCL 45

46 Types Of Data Attribute data (p-charts, c-charts) Product characteristics evaluated with a discrete choice (Good/bad, yes/no, count) Variable data (X-bar and R charts) Product characteristics that can be measured (Length, size, weight, height, time, velocity) 46

47 Control Charts For Attributestes p Charts Calculate l percent defectives in a sample; an item is either good or bad c Charts Count number of defects in an item 47

48 p -Charts Based on the binomial distribution p = number defective / sample size, n p = total no. of defectives total no. of sample observations UCL p = p 3 p(1-p)/n LCL p = p - 3 p(1-p)/n p)

49 p-chart Calculations Proportion Sample Defect Defective UCL = p 3 p(1-p) p) /n = (1-0.10) /100 = LCL = p - 3 p(1-p) /n 100 jeans in each sample = (1-0.10) /100 p = total t defectives total sample observations = = (100) =

50 Proportion defective Sample number 50

51 c - Charts Count the number of defects in an item Based on the Poisson distribution c = number of defects in an item c = total number of defects number of samples UCL c =c3 c LCL c = c - 3 c c

52 c - Chart Calculations Count # of defects per roll in 15 rolls of denim fabric Sample Defects 1 12 c = 190/15 = UCL = c z c 3 16 = = LCL = c - z c = =

53 Example amplec - Chart Numb ber of defec cts Sample number 53

54 Control Charts For Variables Mean chart (X-Bar Chart) Measures central tendency of a sample Range chart (R-Chart) Measures amount of dispersion i in a sample Each chart measures the process differently. Both the process average and process variability must be in control for the process to be in control. 54

55 Example: Control Charts for Variable Data Slip Ring Diameter (cm) Sample X R

56 Constructing an Range Chart UCL R = D 4 R = (2.11) (.115) = 2.43 LCL R = D 3 R = (0) (.115) = 0 where R = Σ R / k = / 10 =.115 k = number of samples = 10 R = range = (largest - smallest) 56

57 3σ Control Chart Factors Sample size X-chart R-chart n A 2 D 3 D

58 Example ampler-chart 0,3 UCL 0,25 0,2 Range 0,15 0,1 R 0, Sample number LCL 58

59 Constructing A Mean Chart UCL X =XA 2 R = 5.01 (0.58) (.115) = 5.08 LCL X = X - A 2 R = (0.58) (.115) = 4.94 X 2 where X = average of sample means = Σ X / n = / 10 = 5.01 R = average range = Σ R / k = 1.15 / 10 =

60 Example amplex-bar Chart e Sam mple averag 5,10 5,08 5,06 5,04 5,02 5, ,98 4,96 4, , Sample number UCL X LCL 60

61 Penyebaran Fungsi Kualitas

62 1. Produsen mengharapkan konsumen mengubah keinginan menjadi permintaan yang dapat dimengerti Needs Requirements 2. Konsumen menyatakan dengan baik keinginan mereka tetapi produsen tidak memuaskan keinginan mereka Needs Requirements Build to Requirements User Specification Developer 62

63 Alat utama QFD CUSTOMER INFORMATION TECHNICAL INFORMATION Rumah Kualitas Suatu proses perencanaan Input: keinginan dan kebutuhan konsumen Penggunaan matriks untuk mencatat informasi penting Memungkinkan analisa dan penentuan isu-isu utama Out put : isu-isu i tindakan kunci untuk memperbaiaki kepuasan konsumen berdasarkan input konsumen 63

64 Identifikasi keinginan pelanggan Mempelajari ketentuan teknis dalam menghasilkan barang ang atau jasa Hubungan antara keinginan dan ketentuan teknis Perbandingan kinerja dengan pesaing Evaluasi Pelanggan Trade off 64

65 Trade off H A R A P A N Karakteristik proses MATRIKS HUBUNGAN PERBANDINGAN KINERJA PERUSAHAAN TINGKAT KEPENTINGAN NILAI RELATIF EVALUASI PELANGGAN Lakukan analisa 65

66 Mendengarkan Suara Konsumen (Voice of Customer) untuk menentukan harapan pelanggan Caranya: Penentuan konsumen ahli Wawancara dengan Hasil wawancara : konsumen ahli Atribut kualitas Cara perhitungan pembobotan: Judgement Sampling Pembobotan dengan metode perbandingan berpasangan Membuat skala perbandingan yang disebt skala fundamental yang diturunkan berdasarkan riset psikologis atas kemampuan individu dalam membuat suatu perbandingan secara berpasangan terhadap beberapa elemen yang diperbandingkan. Skala perbandingan tersbut t adalah ;1: samapenting, 2: sedikit lebih penting, 5: lebih penting, 7: jauh lebih penting, 9: sangat lebih penting, angka 2, 4,6,8 adalah nilai atara 66

67 Cara Penentuan Hubungan Keterkaitan dan Trade Roof 1. Hubungan Keterkaitan Brainstorming dengan manager ahli yang mengetahui secara mendalam mengenai proses produksi Hubungan antara harapan pelanggan dan karakteristik proses dapat dinyatakan dengan menggunakan lambang-lambang tertentu untuk menyatakan hubungan. Lambang dan nilai yang umum digunakan adalah sebagai berikut. = 10 = Hubungan Kuat =5 =Hubungansedang = 1 = Hubungan lemah Penentuan kuat, sedang dan lemah dikerjakan dengan membuat pertanyaan apakah dengan mengerjakan karakteristik proses ini maka dapat memuasakan harapan pelanggan. Harus diterapkan setiap kolom antara satu karakteristik proses dengan harapan pelanggan 67

68 Harapan pelanggan : kuat (10) : sedang (5) : lemah (1) Kesegaran Kebersihan Keamanan pangan Warna Daya tahanproduk Ukuran seragam I II PT SM PT A PT B NILAI (Tingkat kepentingan) Nilai Relatif Bentuk standar Keterangan : I. BOBOT KONVERSI II. PENGADAAN BAHAN BAKU III. PENANGANAN BAHAN BAKU IV. PENERIMAAN V. SORTASI VI. PENGEMASAN 4 4 III IV V VII. PENYIMPANAN VIII. DISTRIBUSI 4 5 VI VII Gambar Rumah Kualitas Sayuran Segar PT. SM VIII PT SM; PT A; PTB 5; 4; 5 5; 4; 5 3; 3; 3 4; 3; 4 4; 4; 4 4; 3; 4 4; 3; 4 Targe; Rasio 5,1 5,1 4,1 4,1 4,1 4,1 41 4,1 68

69 Rumah Kualitas Ban PT. G.Y Atribut Pelanggan Keselamatan Kekuatan I 5 II Proses Produksi III IV V : kuat (10) : sedang (5) :lemah(1) PT X;A;B;C ; ; 4; 4; 4; 4 Target ; Rasio 4; 1 4 2; 5; 4; 5 5; 2,5 VI VII Harapan pelanggan Kenyamanan Desain 3 2 3; 5; 4; 4 4; 4; 3; 3 5; 1,66 4; 1 Harga 2 4; 4; 4; 3 4; 1 PT.X PT. A PT.B PT.C NILAI (Tingkat kepentingan) Nilai Relatif 15,2 14,9 16,5 12,6 21, ,8 Keterangan : I Bobot Konversi II Pencampuran III Pelapisan IV Penggabungan V Penyemprotan VI Pemasakan69 VII Pengujian

70 Marimin, 2004, Teknik dan Aplikasi Pengambilan Keputusan Kriteria Majemuk, Grassindo. 70

71 Pilih kasus industri yang anda paling kuasai Susun salah satu alur proses produksi atau sistem pengelolaannya Rancang QFD-nya Diskusikan matrik QFD yang telah anda rancang tersebut. Kendalikan respon teknik dominan/kritis dengan Statistical process control. 71