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3. QUALITY POLICY AND QUALITYPRINCIPLES

01/03/2010

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Definisi Kebijakan Mutu :

Pernyataan resmi manajemen puncak(Top Management) mengenai tujuan danarah kinerja mutu (quality performance)organisasi (ISO 9001)

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(2)Kebijakan Mutu (Quality Policy ) harus memuatkata "komitmen untuk memenuhi persyaratan danterus-menerus memperbaiki efektifitas system

manajemen mutu " organisasi(3)Kebijakan Mutu (quality policy) juga harusdikomunikasikan di dalam organisasi tsb untukdipahami, selain juga harus ditelaah ulang (di-

review) untuk menjaga kesesuaian kebijakanmutu (quality policy ) dengan perkembanganorganisasi

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PDCA

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"Create a constancy of purpose" Define the problems of today and the future

Allocate resources for long-term planning Allocate resources for research andeducationConstantly improve design of product andservice

DEMINGS FOURTEEN POINTS

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"Cease dependence on inspection" Quality does not come from inspection

Mass inspection is unreliable, costly, andineffectiveInspectors fail to agree with each other Inspection should be used to collect data for process control

DEMINGS FOURTEEN POINTS

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"Do not award business based on pricetag alone" Price alone has no meaningChange focus from lowest initial cost tolowest total costWork toward a single source and long term

relationshipEstablish a mutual confidence and aidbetween purchaser and vendor

DEMINGS FOURTEEN POINTS

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"Improve constantly the systemof production and service

Quality starts with the intent of managementTeamwork in design is fundamentalForever, continue to reduce waste andcontinue to improvePutting out fires is not improvement of theprocess

DEMINGS FOURTEEN POINTS

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"Institute training" Management must provide the setting whereworkers can be successfulManagement must remove the inhibitors togood workManagement needs an appreciation of

variationThis is management's new role.

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"Adopt and institute leadership" MBO'sWork standardsMeet specificationsZero defects

Appraisal of performanceReplace with leadership

Leaders must:

Remove barriers to pride of workmanshipKnow the work they superviseKnow the difference between special and commoncause of variation

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"Drive out fear" The common denominator of fear The fear of knowledgePerformance appraisalsManagement by fear or numbers

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"Break barriers among staff areas" Know your internal suppliers and customersPromote team work

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"Eliminate slogans, exhortations, and targets They are directed at the wrong groupThey generate frustration and resentmentUse posters that explain what management is doingto improve the work environment

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"Eliminate numerical quotas" They impede qualityThey reduce production

A person's job becomes meeting a quota

DEMINGS FOURTEEN POINTS

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"Remove barriers" Performance appraisal systemsProduction ratesFinancial management systems

Allow people to take pride in their

workmanship

DEMINGS FOURTEEN POINTS

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"Institute a program of education and self-

improvement" Commitment to lifelong employmentOvertime and educationWork with higher education of needsDevelop team building skills in children

DEMINGS FOURTEEN POINTS

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DEMINGS PRINCIPLE

"Take action to accomplishthetransformation"

Management must: Struggle over the fourteen pointsTake pride in the new philosophyInclude the critical mass of people in the

changeLearn and use the Shewhart cycle

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1. Lack of constancy of purpose2. Emphasis on short-term profits3. Evaluation by performance, merit

rating, or annual review of performance

4. Mobility of management5. Running a company on visible figures

alone

6. Excessive medical costs7. Excessive costs of warranty, fueled bylawyers who work for contingency fees

SEVEN DEADLY DISEASES

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TUGAS

1.Bentuklah 10 kelompok (5 kel jasa, 5 kel produk)2.Buatlah laporan dan presentasikan :

Mengukur dimensi produk atau dimensi jasa dari

suatu produk atau jasa (telco / non-telco)Lakukan survei terhadap min. 15 org untukmengetahui perspektif kualitas mereka atas produkatau jasa tersebut.Dikumpulkan tgl 8/03/2010

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