Menjadi Institusi Pendidikan yang “Excellent “ Melalui penerapan Sistem Manajemen Mutu Berbasis Standar Internasional ISO 9001:2000 oleh: Nosa P Kurniawan SGS Indonesia
2
PIHAK PIHAK YANG YANG TERKAIT TERKAIT
INVESTOR INVESTMENT
LIN GK UN GA N
KOMUNITAS
BAGI HASIL
3
A RA E HT A J UPAYA KARYAWAN/STAFF SE E K
PENDAPATAN
GAJI
LEMBAGA/ INSTITUSI/
PEMERINTAH
K N&
INF OR
ORGANISASI N RA U T RA E SERVICE P PRODUK/ JASA
MA SI / MATERIAL ”IM AG E” INSTITUSI LAIN
MASYARAKAT
3
PIHAK PIHAK YANG YANGTERKAIT TERKAIT
INVESTOR INVESTMENT
LIN KOMUNITAS
GK U
BAGI HASIL
H
UPAYA EJA
NG AN
LEMBAGA PENDIDIKAN
GAJI
INF
OR M
AS MATERIAL I /”IM
AN UR
PEMERINTAH
GURU & STAFF
S KE 3 K
PENDAPATAN
T RA PE PRODUK/
& AN RA E T
Keseimbangan pemenuhan untuk kepuasaan pihak terkait
SERVICE
JASA
AG E” INSTITUSI LAIN
SISWA & ORANG TUA Copyright(c) 1998 APEC IQAS
Diperlukan sistem manajemen yang bermutu/QUALITY
4
Technologi and equipment : Availability (ketersediaan) - Operational (operasional) Reliability (kehandalan) - Compatibility (dapat terintegrasi dengan perangkat lain) Security (keamanan) Accessibility (kemudahan)
System and procedures : Available (ada atau tidak bisnis proses) - Applicable (dapat diterapkan) - Simple (mudah) - Flexible Controllable People :
Quantity (kecukupan jumlah
pegawai sebanding dengan beban tugas) Quality (kompetensi pegawai yang meliputi profesional quality dan personal quality) Interaction Harmoniusty (team work) 5
Sistem manajemen
Bagian dari keseluruhan sistem manajemen yang meliputi struktur organisasi, rencana kegiatan, tanggung jawab, prosedur, proses dan sumber daya untuk pengembangan, penerapan, pencapaian dan pemeliharaan kebijakan atau arah perusahaan/organisasi.
6
IDENTIFIKASI KEINGINAN PIHAK TERKAIT
PIHAK TERKAIT
KEINGINAN
1. Masyarakat,Customer :
Pelayanan pendidikan yang lebih bermutu
2. Faktor Komunitas :
Lingkungan yang Nyaman
3. Karyawan & Staff :
Kesejahteraan, Kesehatan & Keselamatan
4. Pemerintah :
Kepatuhan terhadap peraturan & kebijakan
5. Investor :
Reputasi yang baik
6. Institusi lain (Industri, universitas) : Siap, terampil, adaptip
7
HARAPAN PIHAK PIHAK YANG YANG TERKAIT TERKAIT
VISI & MISI
INVESTOR INVESTMENT
LIN GK UN G
KOMUNITAS
BAGI HASIL
TE AH UPAYA SEJ E K K3
AN
PENDAPATAN
LEMBAGA PENDIDIKAN
& AN RA GURU & STAFF
GAJI
INF OR M
Contoh : menjadi sekolah yang terdepan dengan iman & taqwa
AS MATERIAL
PEMERINTAH
PE
N RA TU RA PRODUK/ JASA
I/”I M
SERVICE
AG E” INSTITUSI LAIN
SISWA & ORANG TUA Copyright(c) 1998 APEC IQAS
KEBIJAKAN Contoh : Seluruh Manajemen, Guru & Staff komitmen untuk memberikan yang terbaik secara berkesinambungan 8
WHY WE NEED A SYSTEM ?
SISTEM TERINTEGRASI VISI & MISI
PROSES UTAMA PROSES PENDUKUNG
KONTROL SISTEM
EVALUASI
TOP MANAJEMEN
ANALISA 10
System Requirements Documented System
Monitoring
Policy & Objectives
Requirements of the Standard
Control of Main Activities
General Disciplines
Review 11
VISI & MISI
Kemana tujuan kita ?
KEBIJAKAN
Uraian dari visi & misi ?
SASARAN/TARGET
STRATEGI
Plan
Do
Indikator pencapaian visi & misi ? Rencana Manajemen Mutu
PROGRAM
Action Check
SISTEM DOKUMENTASI
Metode pencapaian sasaran : prosedur, juklak, juknis, form dll
PENERAPAN
PEMANTAUAN, EVALUASI & TINDAK LANJUT 12
A Model for Organization Excellence
Organizational Profile : Environment, Relationship & Challenges STRATEGIC PLANNING
LEADERSHIP LEADERSHIP • • • •
Vision, Mision, Policy Objective Culture Business Opportuinities • Communication
•Business Plan •Strategic Objectives
STUDENT, STAKEHOLKDER & MARKET FOCUS • Marketing intelligent •Customer Relationship Management •Customer feedback
SCHOOL & STAFF FOCUS • • • •
Competence Remuneration Development Well Being
PROCESS MANAGEMENT •Process Mapping •Quality Plan •Design & Development •Monitoring, measurement, Analysis & Improvement
PERFORMANCE PERFORMANCE RESULT RESULT •Financial Result • Customer Satisfaction Result • Employee Satisfaction Result • Objective Result
E X C E L L E N T
Measurement, Analysis & Knowledge Management 13
VISI
14
VISI
ASPEK&DAMPAK LINGKUNGAN HARAPAN CUSTOMER
HIRARC KESEHATAN & KESELAMATAN
KEBIJAKAN & SASARAN, PROGRAM
Personel
Peralatan
Tg. Jawab&wewenang Kompetensi/Kualifikasi Pelatihan Record Ketersediaan
Kebutuhan Ketersediaan Kemampuan Pemeliharaan Kondisi
PLAN
DO
PROSES Material
Informasi/Metode
Spesifikasi Ketersediaan Penyimpanan Pengadaan
Kebutuhan Spesifikasi Akurat Analisa Komunikasi Ketersediaan
Kondisi lingkungan Penetapan Pengelolaan
ACTION
CHECK
15
STANDAR INTERNASIONAL untuk SISTEM MANAJEMEN
♦ adalah “non-governmental organization” yang didirikan tahun 1947 dengan kantor pusat di Geneva-Swiss. ♦ adalah federasi dunia dari standardisasi nasional dari lebih 146 negara ♦ Misi ISO adalah untuk mempromosikan pengembangan standardisasi didalam bidang intelektual, scientific, tekhnologi dan ekonomi. ♦ ISO standard adalah “market driven”. Dimana standard yang dikembangkan berdasarkan consensus internasional beberapa ahli dari bagian yang memerlukan standard. 17
Management System Standards Sector standards Environment
ISO 14001
Automotive
ISO/TS 16949 - QS 9000
Food
HACCP - BRC - GMP
Telecom
TL 9000
Generic standards Quality
ISO 9001
Social
SA 8000 - WRAP
Business Excellence
QM 9004
18
BASICS OF CERTIFICATION
Organization Company
Buyer Customer
1st party
2nd party
SGS The 1st part and the 2nd party must be convinced that the certificate is as credible as possible
3rd party Accreditation Body
4th party 19
ACCREDITATIONS IN 31 COUNTRIES Europe / Africa / Middle East Spain
France
Switzerland
UK Italy
Germany Finland
Belgium
Portugal
Holland
98/OCF.01 98/OCF.01
Certificação Certificação Gestão da Gestão da Qualidade Qualidade
Bulgaria
Romania
South Africa
Asia Pacific
North and South America Canada
Chile
USA
Colombia
Argentina
Mexico
Brazil
China
Hong Kong
Japan
Korea
Thailand
Philippines
Indonesia
Singapore
Taiwan
Australia/ N. Zealand
20
Milestone reaching business excellence
(( World World Class Class Business Business excellence excellence model model )) TT Q QM M ISO ISO 9004 9004 :2000 :2000 ISO ISO 9001 9001 :2000 :2000 ISO ISO 9001 9001 :1994 :1994
**ISO ISO14001 14001certification certification **OHSAS OHSAS18001 18001certification certification **ISO ISO17025 17025laboratory laboratorycertification certification **Financial FinancialRisk RiskManagement Management…… ……
ISO ISO 9001 9001 :1987 :1987
QC/QA model
QM model
TQM model 21
PENINGKATAN BERKESINAMBUNGAN QMS
P E R S Y A R A T A N
P E L A N G G A N
K E
TANGGUNG JAWAB MANAJEMEN
PENGUKURAN & ANALISA & IMPROVEMENT
MANAJEMEN SUMBER DAYA
INPUT
P U A S A N
REALISASI PRODUK
OUTPUT
P E L A N G G A N
PRODUK/ SERVICE 22
5.Management Responsibility
Management
Funding
Evaluasi Diri 7. Product Realization
Requirements
Staff
Organization
Academic Community Teaching-Learning Process
Process
Graduates
Job Market
Consumption
Physical Facilities
6. Resource Management
Library
8. Measurement Analysis and Improvement
Curriculum
Laboratories
Incoming Students
ISO 9001:2000 – Model For Education
Customer Satisfaction
CUSTOMERS
Continual Improvement of the Quality Management System
Output
23
ISO 9001:2000 – THE STRUCTURE
0
Introduction
1
Scope
2
Normative reference
3
Terms and definitions
4
Quality management system
5
Management responsibility
6
Resource management
7
Product Realization
8
Measurement, analysis and improvement
24
4. SISTEM MANAJEMEN MUTU
25
ISO 9001:2000 4 Sistem Manajemen Mutu 4.1 Persyaratan Umum (1)
Organisasi harus: menetapkan, mendokumentasikan, menerapkan dan memelihara suatu sistem manajemen mutu yang bersesuaian dengan persyaratan dari Standar. Keefektipan dari peningkatan berkesinambungan
26
MENDOKUMENTASIKAN SISTEM MANAJEMEN MUTU
PROSES UTAMA PROSES PENDUKUNG
PETA PROSES KONTROL SISTEM
PEDOMAN MUTU
•SISKESDA •DEPKES •UU. SK DLL
In the right place At the right time
PROSEDUR UMUM (MR)
PROSEDUR KHUSUS : POLI, APOTEK DLL.
SOP
In the right revision 27
Tanggung Jawab Manajemen
5. TANGGUNG JAWAB MANAJEMEN 5.5. ADMINISTRASI KOMITMEN MANAJEMEN (5.1)
5.5.1 ORGANISASI
CUSTOMER FOCUS (5.2) STAKEHOLDER REGULATION
TG. JAWAB & WEWENANG
KEBIJAKAN MUTU (5.3) MNGT. REPRESENTATIVE (5.5.2)
PLAN (5.4) SASARAN MUTU (5.4.1) PERENCANAAN (5.4.2)
KOMUNIKASI INTERNAL (5.5.3)
TINJAUAN MANAJEMEN (5.6) 29
EVALUASI PENERAPAN SISTEM MANJEMEN MUTU QUALITY RECORD -
PRODUCT VERIFICATION NON CONFORMITY CONCESSION SERVICE REPORT
-
CORRECTIVE ACTION ANALYIS
BUSINESS PLAN
CORRECTIVE ACTION REPORTS PREVENTIVE ACTION ANALYSIS PREVENTIVE ACTION REPORTS QUALITY SYSTEM CHANGE REQUEST
CUST. COMPLAINTS WARANTY CLAIMS PROCESS CAPABILITY STUDIES DESIGN REVIEW
- BIZ EXPANSION & REDUCTION PLAN - ORGANIZATION DEVL. PLANS - MARKETING PLAN - SALES PLANS - NEW PRODUCT DEVL. PLAN - NEW TECH.NOLOGY PLANS - PRODUCTION PLANS
DATA COLLECTION, ANALYSIS AND PRESENTATION
-
CALIBRATION REC. TRAINING REC. CONTRACT REVIEW REC. DUB CONTRACTOR REC.
BUSINESS RESULTS - SALES FIGURES - CUST. SURVEYS - PROFIT & LOSSSSFIGURES - MKT SHARE FIG. - RESOURCE AVAIL - DELIVERY PERF. - TENDERING RSLTS
INTERNAL AUDIT REPORTS
EVALUASI ASSIGN QCC TEAM & OTHER RESOURCES
CORRECTIVE ACTION REQUEST
MANAGEMENT REVIEW RECORDS
QUAL;ITY OBJECTIVE QUALITY IMPROVEMENT PLANS
30
Manajemen Sumber Daya
6. 6. MANAJEMEN MANAJEMEN SUMBER SUMBER DAYA DAYA
• Manusia • Infrastruktur • Lingkungan Kerja •IDENTIFIKASI KEBUTUHAN • KETERSEDIAAN •PEMELIHARAAN
32
SUMBER DAYA MANUSIA PELATIHAN PENDIDIKAN
Target/Sasaran Prosedur/program Kerja
MENETAPKAN KUALIFIKASI/ KOMPETENSI
Tugas & wewenang
SKILL & PENGALAMAN
ANALISA KOMPETENSI YANG SEKARANG
PERBEDAAN/GAP
ACTION :
RECORD
EVALUASI
TRAINING, MUTASI, RECRUITMENT, OUTSOURCING DLL. 33
INFRASTRUKTUR
• KONFIGURASI • PENYEDIAAN • PEMELIHARAAN
PLANT, WORKSPACE, SOFTWARE, TOOL, MACHINE, COMMUNICATION, TRANSPORT AND FACILITIES
SAFETY
SECURITY
AVAILABILITY
PERFORMANCE TIME
COST
34
LINGKUNGAN KERJA
FAKTOR PERSONEL
FAKTOR FISIK
•
PEMAHAMAN SASARAN
• KEBISINGAN
•
PERATURAN SAFETY & PROSEDUR
• TEMPERATUR
•
KREATIVITAS
•
CAREER PLANNING
• CAHAYA • HYGIENIS • KELEMBABAN • KEBERSIHAN
35
PENGENDALIAN REALISASI PELAYANAN
REALISASI PELAYANAN PROSES PRODUKSI DAN PELAYANAN PROSES YANG BERHUBUNGAN DENGAN PELANGGAN
PERANCANGAN DAN/ATAU PENGEMBANGAN
PENGENDALIANPROSES PROSES VALIDASI
IDENTIFIKASI PERSYARATAN YANG BERHUBUNGAN DENGAN PRODUK/JASA
IDENTIFIKASI & MAMPU TELUSUR
PEMBELIAN Peninjauan persyaratan pelanggan dengan kemampuan perusahaan termasuk perubahan kontrak
CUSTOMER COMUNICATION
PROPERTY PELANGGAN PERLINDUNGAN PRODUK • IDENTIFIKASI, PENANGANAN, PENGEMASAN, PENYIMPANAN & PROTEKSI
PERENCANAAN REALISASI PROSES PENGENDALIAN ALAT UKUR DAN ALAT KENDALI
37
PENGADAAN PROSES PEMBELIAN
PERMINTAAN USER
PERENCANAAN
• Memastikan produk yang dibeli sesuai persyaratan
INFORMASI PEMBELIAN
• Jenis & tingkat pengendalian harus ditentukan berdasarkan pengaruhnya terhadap mutu proses
harus jelas :
• SELEKSI VENDOR •Evaluasi pengalaman yang berkaitan •Performansi (Quality, Cost, Delivery, After sales service)
• Spesifikasi • persyaratan lainnya atau kualifikasi produk/jasa, prosedur, proses, alat dan personel
•Check referensi •Audit (Produk/sistem/Finansial)
VERIFIKASI PRODUK/JASA YANG DIBELI oleh PERUSAHAAN ATAU CUSTOMER
KOMUNIKASI DENGAN VENDOR/SUPPLIER 38
PENDEKATAN PROSES PERALATAN (HARDWARE/SOFTWARE)
METODE KEGIATAN
PARAMETER
PERBAIKAN
PENGENDALIAN
KARATERISTIK
KEMAMPUAN
TEPAT GUNA KARATERISTIK
PROSES
MAINTENANCE & KALIBRASI
VALIDASI
PENANGANAN PENGEMASAN PENYIMPANAN
PERATURAN K3
SPESIFIKASI
KUANTITAS
LINGKUNGAN KERJA
LINGKUNGAN
PENGAWETAN PENYERAHAN
SKILL
MATERIAL
PERSONEL
IDENTIFIKASI & MAMPU TELUSUR
Plan Action
Do Check 39
Pengukuran, analisa dan peningkatan berkesinambungan
8. MEASUREMENT, ANALYSIS AND IMPROVEMENT IMPLEMENTATION & METHODOLOGY (8.1)
MEASUREMENT & MONITORING
CUSTOMER SATISFACTION 8.2.1
DATA ANALYSIS 8.4
INTERNAL AUDIT (8.2.2) PROCESS (8.2.3)
PRODUCT (8.2.4)
CONTROL OF NONCONFORMITY (8.3)
CORRECTIVE
PREVENTIVE
8.5.2
8.5.3
IMPROVEMENT
41
Plan-Do-Check-Act (PDCA) Customer requirements / Policy Monitoring
Plan
Total Objectives Monitoring
Do
Measurement
Measurement
Objectives of relevant functions and levels Monitoring
Act
Check
Measurement
System / Processes / Products 42
STRATEGI IMPLEMENTASI
43
IDENTIFIKASI PROSES BIDANG/BAGIAN
SASARAN MUTU SETIAP BIDANG
PERENCANAAN MUTU MAN, METODE, MATERIAL,MACHINE DAN K3
BISNIS PROSES IDENTIFIKASI DOKUMEN (PM, SOP PK, FORM & PENDUKUNG
KETERKAITAN ANTAR BIDANG/BAGIAN MAKRO PROSES. SASARAN MUTU DAN RUANG LINGKUP
5W + 1 H STANDARD
PENGEMBANGAN DOKUMEN
PENERAPAN
44
DOCUMENTATION MANUAL
REGULATION & SPEC. & ETC.
GENERAL PROCEDURE
PRODUCTION PROCEDURE
QUALITY PROCEDURE
HACCP PROCEDURE
WORK INSTRUCTION, FORM 45
Document and Data Control Right information is available: In the right place
At the right time In the right revision
46
TAHAPAN DIAGNOSTIC ANALYSIS & DOKUMENTASI
TRAINING EXISTING DOCUMENT & IMPLEMENTATION DIAGNOSTIC ASSESSMENT
VS ISO 9001:2000 REQUIREMENT
ACTION PLAN
PEMBUATAN DOKUMEN ISO 9001:2000 DITJAR
EXISTING DOCUMENT
REVIEW & PENGESAHAN
TAHAPAN
KICK OFF
IMPLEMENTASI IMPLEMENTASI
BENCHMARKING
REVIEW IMPLEMENTASI TINJAUAN MANAJEMEN
INTERNAL AUDIT TRAINING INTERNAL AUDIT PERSIAPAN AUDIT SERTIFIKASI
AUDIT SERTIFIKASI PERBAIKAN
PRE-ASSEMENT
ASSESSMENT 47
TAHAPAN DEVELOPMENT & IMPLEMENTASI ISO 9001:2000 PEMBENTUKAN STEERING COMMITTEE
MR & WORKING COMMITTEE
DIAGNOSTIS ASSESSMENT
IDENTIFIKASI GAP & PROGRAM KERJA
IDENTIFIKASI PROSES BIDANG/BAGIAN & BISNIS PROSES
BISNIS PROSES MAPPING&FLOW PROCESS
DEVELOP SISTEM DOKUMENTASI
Q. MANUAL, SASARAN MUTU, PROSEDUR, WORK INSTRUCTION, FORM
REVIEW & SOSIALISASI IMPLEMENTASI INTERNAL AUDIT & MANAGEMENT REVIEW
PENGESAHAN DOKUMEN RECORD CORRECTIVE ACTION
AUDIT SERTIFIKASI 48
49
CERTIFICATION AUDIT PREPARATION System implemented at least 3 months Conduct at least : 1 internal audit 1 management review
50
CERTIFICATION PROCESS – ISO 9001 Renewal Certification Process Receive Min. 3 weeks before audit Manual & Stage 2 Procedure PreAudit Audit Stage 1 Audit
Corrective Action
6-monthly Surveillance Audit
Submission Naction taken major Max. 1 month Y
OPTIONAL major Corrective Actions
Corrective Actions
Follow-up audit
Max. 3 months
Submission action taken Y 3 year major Max. 2 weeks Y Corrective Actions
Follow-up audit
Max. 3 months
51
STAGE 1 AUDIT – Off Site
Auditor will look at : Quality Manual Quality Procedures Quality Plan Quality Policy Quality Objectives To ensure that all elements of the ISO 9001 Management System Standards have been addressed 52
Certificate OOO1
The management system of
POLITEKNIK NEGERI SAMARINDA JL.CIPTO MANGUNKUSOMO KAMPUS GUNUNG LIPAN PO BOX 1341 has been assessed and certified as meeting the requirements of
ISO 9001:2000
THE CERTIFICATE
For the following activities Educational Services This certificate is valid from 9 October 2003 until 9 October 2006 Issue 01. Certified with SGS since October 2003 Authorised by
Page 1 SGS United Kingdom Ltd□Systems & Services Certification Rossmore Business Park□Ellesmere Port□Cheshire□CH65 3EN□UK t +44 (0)151 350-6666□f +44 (0)151 350-6600□www.sgs.com Page 53 of 1
53
SURVEILLANCE VISITS Conducted every six months at a date convenient to you Informal Review of new procedures Close out of Corrective Action Request (CAR) raised on previous visit Review 20 - 40 percent of system Always review of Internal Audit & Management Review (at least annually), Preventive and Corrective Action, Customer complaints, Certification claims, Objectives and Continual Improvement 54
MANAGEMENT SYSTEM NEVER FINISH
•“If you can’t measure it, you can’t manage it”
SLIDE 755
56
57
Terima kasih
58
WHEN YOU NEED TO BE SURE!
SGS Systems Services and Certification PT SGS INDONESIA Cilandak Commercial Estate #108 C Jl. Raya Cilandak KKO Jakarta Ph. 62 - 21 - 7818111 Fax. 62 - 21 - 7812936 E-mail:
[email protected] Website: www.sgs.co.id
59
