TOPIK 4 MODEL MANAJEMEN MUTU

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1 TOPIK 4 MODEL MANAJEMEN MUTU LD/SEM II-04/05 1 QUALITY FRAMEWORK Sistem Evaluasi Diri Sasaran dan Visi Organisasi Analisa Pengukuran Kinerja Umpan Balik Misi Benchmarking Faktor Kritis untuk Sukses ISO 9000 Analisis Gap Evaluasi Diri Visualisasi Proses Ideal Y Business Process Re-engineering Proses kritis Proses Analisa Identifikasi Kesempatan untuk Perbaikan Apakah dibutuhkan terobosan Proses Pengukuran Tool of TQM N Perbaikan Incremental Investasi SDM Kebutuhan Pengembangan SDM Pendidikan, Pelatihan & Pengembangan LD/SEM II-04/05 2

2 MODEL MANAJEMEN KUALITAS ISO 9000 Deming Prize Model Malcolm Baldrige Award EFQM LD/SEM II-04/05 3 ISO 9000 C A Quality Management (System) Structure D P RESPONSIBILITY RESOURCE PROCESS Suppliers Inputs PROCESSES Outputs Customers Actions of measurement, evaluation, and improvement P D C A LD/SEM II-04/05 4

3 ISO 9000 Management responsibility Commitment Customer oriented Quality policy Planning Responsibility, authority & communication Management review LD/SEM II-04/05 5 ISO 9000 Resource management Availability Human resource Infrastructure Work environment LD/SEM II-04/05 6

4 ISO 9000 Product realization Planning Customer process Design & development Purchasing Production & services Control, monitoring & measurement tools LD/SEM II-04/05 7 ISO 9000 Measurement, evaluation & improvement Monitoring & measurement Control of non-conformance Data analysis Improvement LD/SEM II-04/05 8

5 Deming Prize & Japan Quality Award Japan Union of Scientist & Engineer (JUSE) memberikan Deming Prize Award (sejak 1951) untuk individual dan organisasi yang memiliki kontribusi pada pengembangan kualitas. Japan Productivity Center for Socio- Economic Development (JPC-SED) mengambil inisiatif untuk Japan Quality Aaward sejak LD/SEM II-04/05 9 Deming Prize Award CORPORATE POLICY ORGANIZATION & ADMINISTRATION EDUCATION & EXTENSION IMPLEMENTATION RESULTS FUTURE PLANS LD/SEM II-04/05 10

6 The Japan Quality Award Framework 22 Understanding Understanding & and Interaction Interaction with with Customers Customers & Markets & Markets Business Overview 1 Management Vision & Leadership 3 Strategic Planning & Deployment 4 Human Resource Management & Learning Environment 5 Process Management 7 Results of Enterprise Activities 8 Customer Satisfaction 6 Sharing and Utilization of Information COPYRIGHT: JPC-SED (2001), LD/SEM II-04/05 11 The Malcolm Baldrige National Quality Award MBNQA is an annual U.S. national quality award created by public law in LD/SEM II-04/05 12

7 MBNQA Framework Organizational Profile: Environment, Relationships, and Challenges 1 Leadership 2 Strategic Planning 3 Customer and Market Focus 5 Human Resource Focus 6 Process Management 7 Business Results 4 Information Information and and Analysis Analysis COPYRIGHT: NIST (2001), LD/SEM II-04/05 13 The European Quality Award In 1991 the European Quality Award was established and administered by the European Foundation for Quality Management (EFQM) to recognize companies with the highest level of commitment to quality in Europe The EFQM Model for Business Excellence is used by European organizations to assess the concepts of TQM LD/SEM II-04/05 14

8 The EFQM Excellence Model INNOVATION AND LEARNING LEADERSHIP PEOPLE(9%) LEADERSHIP POLICY & (10%) POLICY STRATEGY & STRATEGY (8%) PARTNERSHIPS & PARTNERSHIPS RESOURCESAND RESOURCES (9%) ENABLERS PROCESSES PROCESSES (14%) PEOPLE PEOPLE RESULTS RESULTS (9%) CUSTOMER CUSTOMER RESULTS RESULTS (20%) SOCIETY SOCIETY RESULTS RESULTS (6%) RESULTS KEY PERFORMANCE RESULTS KEY PERFORMANCE RESULTS (15%) COPYRIGHT: EFQM (2001), LD/SEM II-04/05 15 The European Quality Award Product oriented PRODUCTION (Process & Inspection) CUSTOMER SPECIFICATION BUSINESS RESULTS LD/SEM II-04/05 16

9 The European Quality Award Process oriented STRATEGY (Operational) RESOURCE PROCESS CONTROL (Monitoring & Adjustment) CUSTOMER SPECIFICATION BUSINESS RESULTS LD/SEM II-04/05 17 The European Quality Award System oriented LEADERSHIP PEOPLE STRATEGY (Operational) RESOURCE PROCESS REWARD SYSTEM CUSTOMER SPECIFICATION BUSINESS RESULTS LD/SEM II-04/05 18

10 The European Quality Award Chain oriented LEADERSHIP PEOPLE STRATEGY (Operational) RESOURCE PROCESS REWARD SYSTEM CUSTOMER SPECIFICATION BUSINESS RESULTS LD/SEM II-04/05 19 The European Quality Award Total Quality Management oriented LEADERSHIP PEOPLE STRATEGY (Operational) RESOURCE PROCESS REWARD SYSTEM CUSTOMER SPECIFICATION IMPACTS ON SOCIETY BUSINESS RESULTS Enabler Results LD/SEM II-04/05 20

11 The European Quality Award Assessment Contoh: Indonesian manufacturing firms Process management 5 Policy and strategy Leadership Reseource management People management People satisfaction Customer satisfaction Case 1 MEC Case 2 HEC Case 3 AAC Business result Impact on society LD/SEM II-04/05 21 Research on factors of quality management model Reference: Porter L., & Tanner, S., 1996, Assessing Business Excellence, Butterworth Heinemann, Singapore. LD/SEM II-04/05 22

12 Research on factors of quality management model Reference: Porter L., & Tanner, S., 1996, Assessing Business Excellence, Butterworth Heinemann, Singapore. LD/SEM II-04/05 23 Research on factors of quality management model Reference: K. C. Tan and C. S. Lim (1999) A detailed trends analysis of national quality awards worldwide Total Quality Management, Vol. 11 Issue 8, pp LD/SEM II-04/05 24

13 STRUKTUR SISTEM KUALITAS & ANTARMUKA (INTERFACE) COST TIMELINESS PERFORMANCE PRODUCT INTERFACE CUSTOMERS SERVICE INTERFACE ORGANIZATION TECHNOLOGY INTERFACE PRODUCTS INDIVIDUAL SOCIETY PROCESSES AUTOMATION LD/SEM II-04/05 25 QUALITY PLANNING ROADMAP Lakukan pengukuran untuk Establish quality goals Identifikasi konsumen Identifikasi kebutuhan konsumen Kembangkan karakteristik produk Kembangkan karakteristik proses Buat kendali proses, transfer ke operasi Daftar quality goals Daftar konsumen Daftar kebutuhan konsumen Desain produk Desain proses Proses siap untuk produk LD/SEM II-04/05 26

14 QUALITY FUNCTION DEPLOYMENT 1. HOQ LD/SEM II-04/05 27 QUALITY FUNCTION DEPLOYMENT 2. Part Deployment LD/SEM II-04/05 28

15 QUALITY FUNCTION DEPLOYMENT 3. Process Deployment LD/SEM II-04/05 29 QUALITY FUNCTION DEPLOYMENT 4. Production Planning LD/SEM II-04/05 30

16 LANGKAH2 PENGENDALIAN KUALITAS Problem Solving Cycle: PDCA Cycle PLAN A P A C P D C D Continuous Improvement DO LD/SEM II-04/05 CHECK ACTION 31