MANAJEMEN KUALITAS DRS. DEVIE., AK., RFC., CFP., AEPP., CMA., CBA
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PENTINGNYA KUALITAS?
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APA KUALITAS?
KUALITAS ADALAH PERSEPSI
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BAGAIMANA MEMBANGUN KUALITAS? KUALITAS ADALAH TINGKAT KEPUASAN PELANGGAN
HARAPAN PELANGGAN
Quality Of Design
DESAIN PRODUK ATAU JASA
KINERJA AKTUAL PRODUK ATAU JASA
Quality of performance
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APA HUBUNGAN ANTARA PERBAIKAN KUALITAS DAN LABA? INVESTASI PADA KUALITAS PERBAIKAN TERUS MENERUS TERHADAP KUALITAS Lower Return rate Lower Warranty & service cost
Lower Inventory
Higher Turnover
Lower manufac‐ turing cost
High Perceived Value
Higher Price
More Satisfied Customers
Higher Turnover
Faster Throughput Time
ROI
Faster delivery
Increase Revenues
KINERJA KEUANGAN 5
APA TQM?
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APA MANFAAT TQM?
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BAGAIMANA MENGELOLA KUALITAS?
Customer Expectation Design Quality
Set Quality
Performance Quality Taguchi Loss Function, Six Sigma Program, Goalpost Conformance, Absolute Quality Conformance
Work Process
Perform Work/Monitor Process/Correct Defects
Deliver Product/Service and Monitor Customer Satisfaction
Satisfied Customer Dissatisfied Customer
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Goalpost Conformance?
Loss
No Loss Lower Limit 0.45
Target Value 0.5 tolerance
Loss Upper Limit 0.55 9
Absolute Quality Conformance? Absolute Quality Performance atau Robust Quality Approach adalah upaya untuk menghasilkan produk dan jasa sesuai dengan target value tanpa penyimpangan (no variation)
Loss
Loss Target Value 0.5
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Taguchi Quality Loss Function?
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Quality Loss Function? Total Quality Cost
k = ‐‐‐‐‐‐‐‐‐‐‐‐‐ (tolerance allowed) 2
Where : k = estimasi biaya produksi atau biaya jasa yang bersifat konstan ketika terjadi penyimpangan dari taget kualitas. Biaya bersifat out of pocket costs atau hidden costs.
Misalkan, perusahaan menentukan bahwa pelanggan akan menerima sheet metal yang berukuran ketebalan (thickness) 0.5 inch dengan toleransi terhadap penyimpangan tidak melebihi 0.05 inch. Jika melebihi 0.05 inch, maka pelanggan akan menolak sheet metal tersebut. Biaya penggantian, pemrosesan ulang, biaya jasa, dan biaya lain sehibungan dengan ketidakpuasan pelanggan sebesar $ 5,000
$ 5,000 k = ‐‐‐‐‐‐‐‐‐‐‐‐‐ = $ 2,000,000 2 0.05
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Estimated Loss with Quality Loss Function?
L(x) = k (x‐T)
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Where : x = the observed value of the quality characteristic T = the target value of quality characteristic k= the cost coefficient, determined by the firm’s cost of failure
Jika produk dihasilkan aktual memiliki ukuran ketabalan (thickness) 0.47 inch, maka estimasi biaya (cost) atau kerugian (loss) sebesar : 2 L (0.47) = $ 2,000,000 ( 0.47 – 0.5) = $ 1,800 Jika produk dihasilkan aktual memiliki ukuran ketebalan (thickness) 0.46 inch, maka estimasi biaya (cost) atau kerugian (loss) sebesar : 2 L (0.47) = $ 2,000,000 ( 0.46 – 0.5) = $ 3,200 13
Total Loss and Average Loss?
L(x) = k (x‐T) (1) x
(2) L (x)
measured quality loss thickness
0.43 $ 9,800.00 0.46 $ 3,200.00 0.48 $ 800.00 0.50 $ ‐ 0.52 $ 800.00 0.54 $ 3,200.00 0.57 $ 9,800.00 expexted loss
(3)
(4) = (2) x (3) plant A
2
(5)
(6)=(2) x (5) plant A
probability
weighted loss
probability
weighted loss
‐ 0.20 0.20 0.20 0.20 0.20 ‐
$ ‐ $ 640.00 $ 160.00 $ ‐ $ 160.00 $ 640.00 $ ‐ $ 1,600.00
0.02 0.03 0.15 0.60 0.15 0.03 0.02
$ 196.00 $ 96.00 $ 120.00 $ ‐ $ 120.00 $ 96.00 $ 196.00 $ 824.00 14
Tolerance Determination?
L(x) = k (x‐T)
2
Total quality cost = k (Tolerance)2 Asumsikan perusahaan yang menghasillkan sheet metal membutuhkan biaya $ 300 jika memperbaiki produk yang gagal sebelum pengiriman. Hitunglah tolerance level ? $ 300 = $ 2,0000,000 x (Tolerance) 2 Tolerance = 0.0122 15
APA Six Sigma?
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APA BIAYA KUALITAS?
Customer Expectation Design Quality
Set Quality
Performance Quality Taguchi Loss Function, Six Sigma Program, Goalpost Conformance, Absolute Quality Conformance
Work Process
Cost of Quality Prevention Cost
Perform Work/Monitor Process/Correct Defects
Deliver Product/Service and Monitor Customer Satisfaction
Satisfied Customer Dissatisfied Customer
Appraisal Cost Internal Failure Cost
External Failure Cost 17
APA SAJA TIPE BIAYA KUALITAS?
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BAGAIMANA LAPORAN BIAYA KUALITAS PADA Bally Company? year 2 Prevention Costs training quality planning other quality improvement supplier evaluation Appraisal Costs testing quality performance measurement supplier monitoring customer surveys Internal Failure Costs rework and reject reinspection and testing equipment failure downtime External Failure Costs product liability insurance warranty repairs customer losses (estimated) total quality cost total sales
percetage change
year 1
$ 90,000.00 $ 86,000.00 $ 60,000.00 $ 40,000.00 $ 276,000.00
$ 20,000.00 $ 20,000.00 $ 40,000.00 $ 30,000.00 3.07% $ 110,000.00
$ 120,000.00 $ 100,000.00 $ 60,000.00 $ 30,000.00 $ 310,000.00
$ 100,000.00 $ 80,000.00 $ 10,000.00 $ 10,000.00 3.44% $ 200,000.00
$ 55,000.00 $ 35,000.00 $ 30,000.00 $ 20,000.00 $ 140,000.00
$ 150,000.00 $ 30,000.00 $ 50,000.00 $ 50,000.00 1.56% $ 280,000.00
$ 70,000.00 $ 100,000.00 $ 600,000.00 $ 770,000.00 $ 1,496,000.00 $ 9,000,000.00
$ 250,000.00 $ 120,000.00 $ 1,400,000.00 8.56% $ 1,770,000.00 16.62% $ 2,360,000.00 100.00% $ 8,000,000.00
1.38%
350% 330% 50% 33% 151%
2.50%
20% 25% 500% 200% 55%
3.50%
‐63% 17% ‐40% ‐60% ‐50%
22.13% 29.50% 100.00%
‐72% ‐17% ‐57% ‐56% ‐37% 19 13%
TERIMAKASIH SOURCES : blocher/stout/cokins/chen
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