Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
Global Quality and International Quality Standards
Pertemuan 5 and 6
Chapter 3:
Global Quality and International Quality Standards
Reference:
S. Thomas Foster, “Managing Quality: An Integrative
Approach”, Second Edition, Pearson Prentice Hall, New
Jersey, 2003
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Global Quality and International Quality Standards
• Managing Quality for the Multinational Firm (MNF)
• Quality Improvement:
– The American Way, The Japanese Way, The European Way
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The Malcolm Balbrige National Quality Awards
ISO 9000:2000
Are Quality Approaches Influenced by Culture
Discussion Quastions
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4
Managing Quality for the Multinational Firm (MNF)
• Another approach to capturing international market is
GLOBALIZATION
• By changing their PHYSICAL ENVIRONMENT, firm
locate themselves near to or far away from natural
resources.
• The TASK ENVIRONMENT of the firm has to do with the
operating structure that the firm encounters when
globalizing.
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Quality Improvement:
• The American Way
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The malcom Baldrige National Quality Award
Figure 3-5, Baldrige Award Framework
Table 3-2 .. 3-7, Baldrage Category
Figure 3-6, Baldrige Process
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Quality Improvement:
• The Japanese Away
– Deming Prize:
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Policy
Organization and Operations
Collecting and Using Information
Analysis
Planning for Future
Education and Training
Quality Assurance
Quality Effects
Standardization
Control
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Quality Improvement:
• Other Japanese Contributions to Quality Thought
– Lean Production
– Lean as a Philosophy
• Japanese Total Quality Control (TQC)
– The Five S’s
– Quality Circle
– Preventive Maintenance (PM)
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Quality Improvement:
•
The European Way
– ISO 9000:2000
– European Quality Awards
• Figure 3-7, European Quality Awards Model
– Quality Management Principles Underlying ISO 9000:2000
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Customer Focus
Leadership
Involvement of People
The Process Approach
A System Approach to Management
Continual Improvement
Factual Approach to Decision Making
Mutualy Beneficial Supplier Realtionship
– ISO 14001
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Discussion Quastions
• Case 3-1:
– University of Wolverhampton: Becoming an ISO 900 University
• Case 3-2:
– Wainwright Industry: An Entirely New Pholosophy of Business
Based on Customer Satisfaction and Quality
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