J0444
OPERATION MANAGEMENT
Desain Kualitas
Universitas Bina Nusantara
Kualitas
Kemampuan suatu produk atau jasa dalam
memenuhi kebutuhan pelanggan
Definisi kualitas didasarkan pada beberapa
kategori :
-
Beerbasis pengguna
-
- Berbasis Manufaktur
-
Berbasis Pengguna
Biaya Kualitas
-Biaya
pencegahan
-Biaya Penaksiran
-Kegagal Internal
-Biaya Eksteral s
Quality Specifications

Design quality: Inherent value of the product in
the marketplace
– Dimensions include: Performance, Features,
Reliability, Durability, Serviceability, Response,
Aesthetics, and Reputation.

Conformance quality: Degree to which the
product or service design specifications are met
Costs of Quality
Appraisal Costs
External Failure
Costs
Costs of
Quality
Internal Failure
Costs
Prevention Costs
Continuous Improvement (CI)


Management's view of performance standards of
the organization
– performance level of the firm as something to be
"continuously challenged and incrementally
upgraded."
The way management views the contribution and
role of its workforce
– believe employee involvement and team efforts
are the key to improvement
CI Methodology: PDCA Cycle (Deming
Wheel)
1. Plan a change
aimed at
improvement.
4. Institutionalize
the change or
abandon or
do it again.
3. Study the results;
did it work?
4. Act
1. Plan
3. Check
2. Do
2. Execute the
change.
Example: Process Flow Chart
Material
Received
from
Supplier
No,
Continue…
Inspect
Material for
Defects
Defects
found?
Yes
Can be used to find
quality problems.
Return to
Supplier for
Credit
Example: Pareto Analysis
80%
Frequency
Can be used
to find when
80% of the
problems may
be attributed
to 20% of the
causes.
Design
Assy.
Instruct.
Purch.
Training Other
Diameter
Example: Run Chart
Can be used to identify
when equipment or
processes are not behaving
according to specifications.
0.58
0.56
0.54
0.52
0.5
0.48
0.46
0.44
1
2
3
4
5
6
7
8
Time (Hours)
9
10
11
12
Number of Lots
Example: Histogram
Can be used to identify the frequency of quality
defect occurrence and display quality performance.
0
1
2
Data Ranges
3
4
Defects
in lot
Defects
Example: Scatter Diagram
Can be used to illustrate the
relationships between quality
behavior and training.
12
10
8
6
4
2
0
0
10
20
Hours of Training
30
Example: Checksheet
Monday
Billing Errors
Wrong Account
Wrong Amount
A/R Errors
Wrong Account
Wrong Amount
Can be used to keep track of
defects or used to make sure
people collect data in a correct
manner.
Example: Cause & Effect Diagram
Possible causes:
Machine
Man
The results
or effect.
Effect
Environment
Method
Material
Can be used to systematically track backwards to find
a possible cause of a quality problem (or effect).
Example: Control Charts
1020
Can be used to monitor ongoing production
process quality and quality conformance to stated
standards of quality.
UCL
1010
1000
990
LCL
980
970
0
1
2
3
4
5
6
7
8
9 10 11 12 13 14 15
Benchmarking
1. Identify those processes needing improvement.
2. Identify a firm that is the world leader in
performing the process.
3. Contact the managers of that company and make a
personal visit to interview managers and workers.
4. Analyze data.