Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
Quality Theori
Pertemuan 3 and 4
Chapter 2:
Quality Theori
Reference:
S. Thomas Foster, “Managing Quality: An Integrative
Approach”, Second Edition, Pearson Prentice Hall, New
Jersey, 2003
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Quality Theory
• What Is Theory
• Leading Contributors to Quality Theory:
– W. Edwards Deming, Joseph M. Juran, Kaoru Ishikawa, Armand
Feigenbaum, Genichi Taguchi
• The Rest of the PackViewing Quality Theory from a Contingency
Perspective
• Resolving the Differences in Quality Approaches: An Integrative
View
• The Theoritical Frame Work for Quality Management
• Discussion and Questions
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What Is Theory
• A Theoritical Model Realting Quality Improvement to
Worker Marale
• Inductive versus Deduktive Reasoning
• Is There a Theory of Quality Management?
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Leading Contributors to Quality Theory:
• W. Edwards Deming
• Deming’s 14 Point for Management:
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Leading Contributors to Quality Theory:
• Joseph M. Juran
• The Juran Trilogy:
– Planning
– Control
– Improvement
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Leading Contributors to Quality Theory:
• Kauru Ishikawa
• The Basic Tools of Quality
• Ishikawa Quality Philosophy
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Leading Contributors to Quality Theory:
• Armand Feigenbaum
• Ishikawa’s Eleven Points
• Feigembaum’s 19 Steps
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Leading Contributors to Quality Theory:
• Philips Crosby
• Crosby’s 14 Steps
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Leading Contributors to Quality Theory:
• Genichi Taguchi
– Definition of Quality
– Quality Loss Function
– Robust Design
• The Taguchi Method
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Leading Contributors to Quality Theory:
• The Rest of The Pack:
– Robert C. Camp
– Tom Peters
– Michael Hammer and James Champy
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Resolving the Differences in Quality
Approaches: An Integrative View
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Leadership
Employee Improvement
Quality Assurance
Customer Fucus
Quality Philosophy
Information Analysis
Strategic Planning
Environment or Infrastrukture
Team Approach
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The Theoritical Frame Work for Quality
Management
• See Figure 2-8: A Theoretical Framework for Quality
Management
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Discussion Questions
• Case 2-1:
– Rheco, Inc.: Making a Quality Turnabout by Asking for Advice
• Case 2-2:
– Has Disney Developed a Theory of Quality Guest Services
Management
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