01 Pengantar Pengendalian Kualitas

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Introduction to Quality Control and Assurance

Dedy Sugiarto



“The degree of excellence of a

thing” (Webster’s Dictionary)

“The totality of features and

characteristics that satisfy needs”

(ASQ)

What Is Quality?



The degree to which a set of inherentcharacteristics fulfills requirements (ISO9000:2000)

An excellent product or service that fulfills orexceeds our expectations

Q = P / E

Q = Quality,P = performance

E = Expectations



Quality is “fitness for use”

(Joseph Juran)

Quality is “conformance to requirements”

(Philip B. Crosby)

Quality of a product or services is its ability to satisfythe needs and expectations of the customer



Quality is inversely proportional tovariability.

Quality improvement is the reduction ofvariability in processes and products.





Dimensions of Quality (Garvin)

1. Performance

Basic operating characteristics

2. Features

“Extra” items added to basic features

3. Reliability

Probability product will operate over time




4. Conformance

Meeting pre-established standards

5. Durability

Life span before replacement

6. Serviceability

Ease of getting repairs, speed &competence of repairs




7. Aesthetics

Look, feel, sound, smell or taste

8. Safety

Freedom from injury or harm

9. Other perceptions

Subjective perceptions based on brand name, advertising, etc



http://www.asq.org

SPC = The application of statistical techniquesto control a process, reducing variation so that

performance remains within boundaries, orspecification limits.

SQC = The application of statistical techniquesto control quality; includes acceptance sampling

(inspection of a sample from a lot to decidewhether to accept that lot) as well as SPC.

http://www.asq.org/

http://www.asq.org/


http://slidepdf.com/reader/full/01-pengantar-pengendalian-kualitas-55ab54cb383b2 11/2111Total Quality Management

TQM

Total - Made up of the whole

Quality - degree of excellence a product

or service provides

Management - Act, art or manner ofplanning, controlling, directing,….

Therefore, TQM is the art of managing the whole to achieve excellence.


http://slidepdf.com/reader/full/01-pengantar-pengendalian-kualitas-55ab54cb383b2 12/2112Total Quality Management

What does TQM mean?

Total Quality Management means thatthe organization's culture is defined byand supports the constant attainment of

customer satisfaction through anintegrated system of tools, techniques,and training. This involves the

continuous improvement oforganizational processes, resulting inhigh quality products and services.



Total quality management is asystemic approach to productivityimprovement using qualitative and

quantitative methods andinvolving all stakeholders tocontinuously improve the quality

of all products and services.



Evolution of Quality Management

Inspection

Quality

Control

Quality

Assurance

TQM

Sorting, grading, blending, corrective actions,

identify sources of non-conformance

Develop quality manual, process performance

data, self-inspection, product testing, basic

quality planning, use of basic statistics,

paperwork control.

Quality systems development, advanced quality

planning, comprehensive quality manuals, use of

quality costs, involvement of non-production

operations, failure mode and effects analysis, SPC.

Policy deployment, involve supplier & customers,

involve all operations, process management,

performance measurement, teamwork, employee

involvement.



15

PLAN

CHECK

DO ACT

The Deming Cycle or PDCA Cycle

Plan a change to the process. Predict the

effect this change will have and plan how

the effects will be measured

Implement the change on

a small scale and measure

the effects

Adopt the change as a

permanent modification

to the process, or

abandon it.

Study the results to

learn what effect the

change had, if any.



16

Six Basic Conceps of TQM :

1. A committed and involved management toprovide long-term top-to-bottom organizationalsupport

2. An unwaverin focus on the customer, bothinternally and externally

3. Effective involvement and utilization of theentire workforce

4. Continuous improvement of the business andproduction process

5. Treating suppliers as partners

6. Establish performance measures for the process



17

TQM Gurus

Walter A. Shewhart, PhD.

control charts

W. Edwards Deming, PhD

Deming Philosophy

Assisted Japan in improvingproductivity and quality



18

Joseph M. Juran, PhD.The Juran Trilogy (Planning, Control, andImprovement)

Armand V. Feigenbaum, PhD.Developed the concept of total quality control

Kaoru Ishikawa, PhD.Fishbone diagram



19

Phillip B. Crosby

1. Quality is conformance torequirements

2. Prevention of nonconformance is theobjective not appraisal

3. The performance standard is zerodefects not “that’s close enough”

4. The measurement of quality is the costof nonconformance



20

Genichi Taguchi, PhD.

Loss functionSignal to Noise Ratio

Robust design of parameters and

tolerances



21

Emerging Quality Standards

Malcolm Baldrige National QualityAward

Deming Prize

ISO 9000 Standards

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