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The Total Quality Management (TQM) Customer-Focused Principles

TQM Concept and the 8 Tools of TQM

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Page 1: TQM Concept and the 8 Tools of TQM

The Total Quality Management (TQM)

Customer-Focused Principles

Page 2: TQM Concept and the 8 Tools of TQM

2

Where are You on this scale ?

1

2

3

4

5

6

7

What’s TQM

I’ve heard about TQM

I’ve read about TQM

I’ve 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

Page 3: TQM Concept and the 8 Tools of TQM

3

Industrial Paradigm

Quality

Cost

VarietyResponsiveness

1913 1960 1980 2000

“Mass” “Lean” “Flexible” “Reconfigurable”

Production :

Objective :

“Interchangeable Parts”

Production Management

Computerization

“Knowledge Science”

Approach:

Page 4: TQM Concept and the 8 Tools of TQM

4

Competition Strategy

Cost Quality Delivery Flexibility/Responsiveness

Innovation

1800 1960 1970 1980 1990 2000

Page 5: TQM Concept and the 8 Tools of TQM

5

evolusi

1900 1918 1937 1960 1980

operator

foremen

inspection

Quality Assurance

TQM

Page 6: TQM Concept and the 8 Tools of TQM

6

QUALITY

Quality Control Quality Assurance

Total Quality Control

Total Quality Management

Page 7: TQM Concept and the 8 Tools of TQM

7

• Quality of design

• Quality of conformance

1. Performance

2. Feature

3. Reliability

4. Conformance

5. Durability

6. Serviceability

7. Aesthetic

8. Perceived quality

Page 8: TQM Concept and the 8 Tools of TQM

8

Quality Assurance

Quality

Control

PDCA

Quality Circle

Page 9: TQM Concept and the 8 Tools of TQM

9

• Top Management Commitment

• Customer Focus

• Performance measurement

• Participative Management

• Continuous Improvement

Page 10: TQM Concept and the 8 Tools of TQM

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 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 ?

Page 11: TQM Concept and the 8 Tools of TQM

11

Process improvement Product simplification Training costs

Inspection costs

Warranty cost Product liability

Scrap Rework

Internal Failure Costs

External Failure Costs

Appraisal Costs

Prevention Costs

Little or no defective work

No dissatisfiedcustomers

Very little inspection

An ounce of prevention is worth

a pound of cure

Decline

Decline

Decline

Increase

Decline

IncreaseCo

nti

nu

al Im

pro

vem

ent

Quality Costs

Page 12: TQM Concept and the 8 Tools of TQM

12

Co

st

pe

r g

oo

d u

nit

of

pro

du

ct

0 100%Quality level (q)Optimum

quality level

TotalqualitycostsInternal

and externalfailurecosts

Minimumtotal cost

Preventionand appraisalcosts

Quality Cost: Traditional View

Page 13: TQM Concept and the 8 Tools of TQM

13

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)

EIGHT TQM TOOLSEIGHT TQM TOOLS

Page 14: TQM Concept and the 8 Tools of TQM

14

SAMURAI WITH SEVEN PORTABLE WEAPONS + 1 INTENTION

Page 15: TQM Concept and the 8 Tools of TQM

15

Gusoku (armor)

Hoyo (Hood) Kabuto (Helmet)

Tachi (long sword)

Katana (sword)

Ya (arrow)

Yumi (bow)

7+1

7+1

AN INTENTION

Page 16: TQM Concept and the 8 Tools of TQM

16

Fungsi

Menyajikan data yang berhubungan dgn :

• Distribusi proses produksi

• Defective item

• Defective location

• Defective cause

• Check up confirmation

CHECK SHEETCHECK SHEET

Page 17: TQM Concept and the 8 Tools of TQM

17

CHECK SHEET

Product : Plant :

Usage : Dept. :

Specification :

Inspector :

Inspection number :

Lot No. :

Lot Size :

Supplier :

Measurement unit :

Weight (g) Tally Frequency

Total

Date :

Page 18: TQM Concept and the 8 Tools of TQM

18

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) = 1 + 3.3 log R

Atau

K =

atau

K = 10 ~ tentukan

N

HISTOGRAM

Page 19: TQM Concept and the 8 Tools of TQM

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

8. Kelompok data setiap kelas = f(data) nyatakan “tally – mark”

9. Hitung f ( frekwensi )

X (minus, 0, plus)

10. Hitung rata-rata & tandar deviasi

KI

K ?

NTmaxmin

Page 20: TQM Concept and the 8 Tools of TQM

20

Gambarkan histogram dari data berikut ini :

Data max min

12 11 12.5 14 13.5 14 11

11 11.5 12 18 19 19 11.5

11 12 12 11.5 13 13 11

14 15 12 11 18 18 11

13 12 14.5 13.5 14.5 14.5 11.5

9 10.5 9.5 10.5 11 11 9

10 11 12 13 14 14 10

14 13.5 15 16 17 17 13.5

11 12 12 11.5 10 12 10

• R = max min = 19 9 (19 – 9 = 10)

• K = = 50/7 7,…. 8

• KI = R/K = 10/7 = 13/7 1.5

• BB = 9 – 1.5/2 = 8.25

• BA = 9.75 dst untuk setiap kelas.

N

Page 21: TQM Concept and the 8 Tools of TQM

21

Batas Kelas NT Tallies

8.25 – 9.75 9 II 2

9.75 – 11.25 10.5 IIII IIII 10

11.25 – 12.75 12 …… 17

12.75 – 14.25 13.5 …… 11

14.25 – 15.75 15 …… 5

15.75 – 17.25 16,5 …… 2

17.25 – 18.75 18 …… 2

18.75 – 20.25 19.5 …… 1

50

8.25 20.25

5

11

22 1

17

10

2

X

10

f X

= 12.78 , SD = 2.31

Page 22: TQM Concept and the 8 Tools of TQM

22

~ Petunjuk hierarki kepentingan persoalan cacat produk~ Mekanisme

1. Buat klasifikasi cacat2. Tentukan absis~ordinat3. Buat diagram % jumlah cacat

~ manfaat• membuat orang mau bekerja sama• dampak perbaikan besar• identifikasi tujuan terpilih

a b c d e

Kumulatif % cacat

DIAGRAM PARETODIAGRAM PARETO

Page 23: TQM Concept and the 8 Tools of TQM

23

Pareto Diagram

Defective Item Number of Defectives

Per cent Defective

Per cent of Compodition

Head defective (Hd) 99 4.6 % 47.4 %

Material defectives (Md) 13 0.6 % 6.2 %

Bolt defectives (Bd) 52 2.4 % 24.9 %

Corner defectives (Cd) 9 0.4 % 4.3 %

Length defectives (Ld) 36 1.7 % 17.2 %

209 9.7 % 99.9 %

Date : Jumlah yang diinspeksi N = 2160Catatan produk cacat

Hd Bd Ld Md Cd

Jum

lah

c ac a

t

(jumlah) 200 100 (%)

75

50

25

00

100

Page 24: TQM Concept and the 8 Tools of TQM

24

~ MANFAAT :• mengarahkan diskusi faktor sebab domonan• petunjuk pengumpulan dan pencatatan data• menunjukkan kemampuan pekerja

Menggambarkan hubungan sebab~akibat

C.E. DIAGRAMC.E. DIAGRAMC.E. DIAGRAMC.E. DIAGRAM

~ GUNA

• menganalisa kondisi aktual perbaikan mutu

efisiensi sumber daya

biaya • eliminasi kondisi ~ cacat / keluhan konsumen

• standarisasi

Page 25: TQM Concept and the 8 Tools of TQM

25

TAHAPAN

1. Kelompok analisa masalah

2. Anak panah

3. “tulang” penyebab

sebelah kanan masalah mutu

4. Identifikasi

5. evaluasi

Page 26: TQM Concept and the 8 Tools of TQM

26

Fishbone Chart Airline Customer Service

Page 27: TQM Concept and the 8 Tools of TQM

27

~ MANFAAT :

• mengarahkan diskusi faktor sebab dominan• petunjuk pengumpulan dan pencatatan data• menunjukkan kemampuan pekerja

SCATTERED DIAGRAM

Melihat hubungan antar faktor

Page 28: TQM Concept and the 8 Tools of TQM

28

No. Reaction Temperature Yield Y (%)

1 72.5 91.1

2 73.8 90.8

3 73.2 90.8

4 72.1 91.3

5 73.0 91.0

6 73.0 90.6

7 74.3 90.6

8 71.5 91.6

9 72.9 91.2

10 73.6 90.8

11 74.2 90.8

12 74.9 90.3

13 73.7 91.0

14 72.1 91.5

15 74.3 90.5

16 74.5 90.7

17 72.8 91.4

18 73.7 90.5

19 72.8 90.9

20 72.0 91.3

21 73.1 91.4

22 73.5 91.2

Page 29: TQM Concept and the 8 Tools of TQM

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X

X

X

X

X

X

X

Yie

ld

Reaction Temperature

Page 30: TQM Concept and the 8 Tools of TQM

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~ MANFAAT :

• mencari penyebab utama faktor kualitas• memisahkan data (kategorisasi) sesuai dengan

kelompok datanya• memudahkan pengambilan keputusan peta kontrol• mempelajari secara menyeluruh masalah yang dihadapi

STRATIFIKASI

Page 31: TQM Concept and the 8 Tools of TQM

31

Grade A

Grade B

Grade C

Grade D

Stratifikasi kategorisasi

Mencari faktor penyebab utama

Ilustrasi :

Page 32: TQM Concept and the 8 Tools of TQM

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

Page 33: TQM Concept and the 8 Tools of TQM

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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

Page 34: TQM Concept and the 8 Tools of TQM

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

Page 35: TQM Concept and the 8 Tools of TQM

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

Page 36: TQM Concept and the 8 Tools of TQM

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

Page 37: TQM Concept and the 8 Tools of TQM

37

~ MANFAAT :• mengendalikan proses• kecenderungan proses• identifikasi kebutuhan konsumen

pH

t

PETA KONTROL

Page 38: TQM Concept and the 8 Tools of TQM

38

Process Control Chart

1 2 3 4 5 6 7 8 9 10

Sample number

Uppercontrollimit

Processaverage

Lowercontrollimit

Page 39: TQM Concept and the 8 Tools of TQM

39

Patterns to Look for in Control Charts

Page 40: TQM Concept and the 8 Tools of TQM

40

Produce GoodProvide Service

Stop Process

Yes

NoAssign.

Causes?Take Sample

Inspect Sample

Find Out WhyCreate

Control Chart

Start

Flow Diagram:Statistical Process Control Steps

Page 41: TQM Concept and the 8 Tools of TQM

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

Page 42: TQM Concept and the 8 Tools of TQM

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

Page 43: TQM Concept and the 8 Tools of TQM

43

99.74 %

The Normal Distribution

95 %

= 0 1 2 3-1-2-3

Area under the curve = 1.0

Page 44: TQM Concept and the 8 Tools of TQM

44

Control Chart Z Values

Smaller Z values make more sensitive charts

Z = 3.00 is standard

Compromise between sensitivity and errors

Page 45: TQM Concept and the 8 Tools of TQM

45

Control Charts and the Normal Distribution

Mean

UCL

LCL

+ 3

- 3

Page 46: TQM Concept and the 8 Tools of TQM

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)

Page 47: TQM Concept and the 8 Tools of TQM

47

Control Charts For Attributes

p Charts–Calculate percent defectives in a sample;–an item is either good or bad

c Charts–Count number of defects in an item

Page 48: TQM Concept and the 8 Tools of TQM

p - Charts

Based on the binomial distribution

– p = number defective / sample size, n

– p = total no. of defectives

total no. of sample observations

UCLp = p + 3 p(1-p)/n

LCLp = p - 3 p(1-p)/n

Page 49: TQM Concept and the 8 Tools of TQM

p-Chart Calculations

Proportion Sample Defect Defective

1 6 .06 2 0 .00 3 4 .04

. . .

. . .20 18 .18 200 1.00

= 0.10

=

total defectives total sample observations 200 20 (100)

p =

100 jeans in each sample

LCL = p - 3 p(1-p) /n

= 0.10 + 3 0.10 (1-0.10) /100

= 0.010

UCL = p + 3 p(1-p) /n

= 0.10 + 3 0.10 (1-0.10) /100

= 0.190

Page 50: TQM Concept and the 8 Tools of TQM

50

. .

0

0.02

0.04

0.06

0.08

0.1

0.12

0.14

0.16

0.18

0.2

0 2 4 6 8

10 12 14 16 18 20

Prop

ortio

n de

fect

ive

Sample number

Page 51: TQM Concept and the 8 Tools of TQM

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

– UCLc = c + 3 c

LCLc = c - 3 c

Page 52: TQM Concept and the 8 Tools of TQM

52

c - Chart Calculations

Count # of defects per roll in 15 rolls of denim fabric

Sample Defects1 122 83 16. .

. .15 15

190

c = 190/15 = 12.67

UCL = c + z c = 12.67 + 3 12.67 = 23.35

LCL = c - z c = 12.67 - 3 12.67 = 1.99

Page 53: TQM Concept and the 8 Tools of TQM

53

Example c - Chart

.

0

3

6

9

12

15

18

21

24

0 2 4 6 8

10

12

14

Sample number

Nu

mb

er

of

de

fect

s

Page 54: TQM Concept and the 8 Tools of TQM

54

Control Charts For Variables

Mean chart (X-Bar Chart)–Measures central tendency of a sample

Range chart (R-Chart)–Measures amount of dispersion 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.

Page 55: TQM Concept and the 8 Tools of TQM

Example: Control Charts for Variable Data Slip Ring Diameter (cm)Sample 1 2 3 4 5 X R

1 5.02 5.01 4.94 4.99 4.96 4.98 0.082 5.01 5.03 5.07 4.95 4.96 5.00 0.123 4.99 5.00 4.93 4.92 4.99 4.97 0.084 5.03 4.91 5.01 4.98 4.89 4.96 0.145 4.95 4.92 5.03 5.05 5.01 4.99 0.136 4.97 5.06 5.06 4.96 5.03 5.01 0.107 5.05 5.01 5.10 4.96 4.99 5.02 0.148 5.09 5.10 5.00 4.99 5.08 5.05 0.119 5.14 5.10 4.99 5.08 5.09 5.08 0.15

10 5.01 4.98 5.08 5.07 4.99 5.03 0.10 50.09 1.15

Page 56: TQM Concept and the 8 Tools of TQM

56

Constructing an Range Chart

UCLR = D4 R = (2.11) (.115) = 2.43

LCLR = D3 R = (0) (.115) = 0

where R = R / k = 1.15 / 10 = .115 k = number of samples = 10 R = range = (largest -

smallest)

Page 57: TQM Concept and the 8 Tools of TQM

57

3 Control Chart Factors

Sample size X-chart R-chartn A2 D3 D4

2 1.88 0 3.27

3 1.02 0 2.57

4 0.73 0 2.28

5 0.58 0 2.11

6 0.48 0 2.00

7 0.42 0.08 1.92

8 0.37 0.14 1.86

Page 58: TQM Concept and the 8 Tools of TQM

58

0

0,05

0,1

0,15

0,2

0,25

0,3

1 2 3 4 5 6 7 8 9 10

Sample number

Ra

ng

e

Example R-Chart

UCL

R

LCL

Page 59: TQM Concept and the 8 Tools of TQM

59

Constructing A Mean Chart

UCLX = X + A2 R = 5.01 + (0.58) (.115) = 5.08

LCLX = X - A2 R = 5.01 - (0.58) (.115) = 4.94

where X = average of sample means = X / n = 50.09 / 10 = 5.01

R = average range = R / k = 1.15 / 10 = .115

Page 60: TQM Concept and the 8 Tools of TQM

60

4,92

4,94

4,96

4,98

5,00

5,02

5,04

5,06

5,08

5,10

1 2 3 4 5 6 7 8 9 10

Sample number

Sa

mp

le a

vera

ge

Example X-bar Chart

UCL

X

LCL

Page 61: TQM Concept and the 8 Tools of TQM

Penyebaran Fungsi Kualitas

Page 62: TQM Concept and the 8 Tools of TQM

62

Needs

User

Developer

Build to Requirements

Specification

Requirements

1. Produsen mengharapkan konsumen mengubah keinginan menjadi permintaan yang dapat dimengerti

2. Konsumen menyatakan dengan baik keinginan mereka tetapi produsen tidak memuaskan keinginan mereka

Needs

Requirements

Page 63: TQM Concept and the 8 Tools of TQM

63

Alat utama QFDTECHNICAL

INFORMATION

CUSTOMER 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 tindakan kunci untuk memperbaiaki kepuasan konsumen berdasarkan input konsumen

Page 64: TQM Concept and the 8 Tools of TQM

64

Identifikasi keinginan pelanggan

Mempelajari ketentuan teknis dalam menghasilkan barang atau jasa

Hubungan antara keinginan dan ketentuan teknis

Perbandingan kinerja dengan pesaing

Evaluasi Pelanggan

Trade off

Page 65: TQM Concept and the 8 Tools of TQM

65

MATRIKS HUBUNGAN

Trade off

Karakteristik proses

HARAPANPERBANDINGAN KINERJA PERUSAHAAN

NILAI RELATIF

TINGKAT KEPENTINGAN

EVALUASI PELANGGAN

Lakukan analisa

Page 66: TQM Concept and the 8 Tools of TQM

66

Penentuan konsumen ahli

Judgement Sampling

Wawancara dengan konsumen ahli

Hasil wawancara : Atribut kualitas

Pembobotan dengan metode perbandingan berpasanganCara perhitungan pembobotan:

Mendengarkan Suara Konsumen (Voice of Customer) untuk menentukan harapan pelanggan

Caranya:

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 adalah ;1: sama penting, 2: sedikit lebih penting, 5: lebih penting, 7: jauh lebih penting, 9: sangat lebih penting, angka 2, 4,6,8 adalah nilai atara

Page 67: TQM Concept and the 8 Tools of TQM

67

Cara Penentuan Hubungan Keterkaitan dan Trade Roof

1. Hubungan Keterkaitan

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 = Hubungan sedang

= 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

Brainstorming dengan manager ahli yang mengetahui secara mendalam mengenai proses

produksi

Page 68: TQM Concept and the 8 Tools of TQM

68

0.1120.2060.1840.1350.0490.2060.108Nilai Relatif

4544445PT A

1252302051505523012 0NILAI (Tingkat kepentingan)

5555445PT B

PT SM 5555445

4,14; 3; 41Bentuk standar

4,14; 3; 42Ukuran seragam

4,14; 4; 43Daya tahanproduk

4,14; 3; 44Warna

4,13; 3; 35Keamanan pangan

5,15; 4; 5 5Kebersihan

5,15; 4; 5 6Kesegaran

Harapan pelanggan

VIITarge;Rasio

PT SM; PT A; PTB

VIIIVIVIVII IIII

+

+

++

++

++

++

++

+

+ ++

++

++

++

++

+

++

++

++

++

++

++

+++

++

: kuat (10): sedang (5): lemah (1)

Keterangan :

I. BOBOT KONVERSI

II. PENGADAAN BAHAN BAKU

III. PENANGANAN BAHAN BAKU

IV. PENERIMAAN

V. SORTASI

VI. PENGEMASAN

VII. PENYIMPANAN

VIII. DISTRIBUSI

Gambar Rumah Kualitas Sayuran Segar PT. SM

Page 69: TQM Concept and the 8 Tools of TQM

69

+

21,912,616,514,915,2Nilai Relatif

44

4

4 5PT. A

140801059597NILAI (Tingkat kepentingan)

55

44

5

PT.B

PT .X 34443

1

2

4; 14; 4; 4; 3

3

Harga

4; 14; 4; 3; 3

4

Desain

5; 1,663; 5; 4; 4Kenyamanan

5; 2,52; 5; 4; 5

5

Kekuatan

4; 1 4; 4; 4; 4 Keselamatan

Harapan pelanggan

Target ; Rasio

PT X;A;B;C

VIVIVII IIII

Atribut Pelanggan

: kuat (10): sedang (5): lemah (1)

PT.C

3

4

4

5 2

++

+ ++

+ ++

++

Keterangan :I Bobot KonversiII PencampuranIII PelapisanIV PenggabunganV PenyemprotanVI PemasakanVII Pengujian

Proses Produksi

VII

4

4

4

5

120

18,8

+

+

++

++

Rumah Kualitas Ban PT. G.Y +

Page 70: TQM Concept and the 8 Tools of TQM

70

•Marimin, 2004, Teknik dan Aplikasi

Pengambilan Keputusan Kriteria Majemuk,

Grassindo.

Page 71: TQM Concept and the 8 Tools of TQM

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.