QUALITY INFORMATION
KELUHAN CUSTOMER COMPLAINT
QUALITY INFORMATION
Faktor penyebab terjadinya keluhan konsumen : Several factors that can lead to complaints:
1. Penanganan produk Product handling
2. Informasi produk oleh Sales/Marketing Product information explanation by sales or marketing team
3. Proses pengiriman Delivery process
Faktor penyebab terjadinya keluhan konsumen dapat diatasi dengan : Factors of costumer complaint can be solve with :
“
Memberikan informasi sebaik dan seefektif mungkin mengenai produk kepada konsumen Give the best accurate and effective information of the product to customer
Jika keluhan cepat ditindaklanjuti :
”
If the complaints are taken care or solved:
1. Konsumen akan terpuaskan dengan produk dan pelayanan Customer will be satisfied with our product and service
2. Kepercayaan konsumen terhadap produk semakin baik Will gain more trust from customer
3. Loyal kepada produk/merk tersebut Loyal to brand or product used
QUALITY INFORMATION
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PENGAWASAN KUALITAS QUALITY CONTROL
KRITERIA KERAMIK CERAMIC CRITERIA
Proses pengawasan kualitas Quality control procedure:
1. Proses pengecekan fisik Physical property testing procedure Terdiri dari proses pengetesan dimensi (ukuran dan berat), cembung-cekung rata permukaan dan tes nano Include dimension testing procedure (size and weight), planarity (convex-concave and curvature) and nano test 2. Proses penyortiran yaitu memilih tile untuk diidentifikasi dan disortir secara visual dari cacat produksi The sorting process is selecting the tile to be identified and sorted visually from defects 3. Proses pemeriksaan tonal / kelompok warna Shading inspection procedure 4. Proses pemeriksaan produk akhir Final inspection of finished goods
1. Group B III hanya untuk Glazed tiles. Terdapat sedikit proses produksi dari pengeringan unglazed tile dengan penyerapan air >10% hal tersebut tidak termasuk dalam group tersebut. 2. Group A II a dan AII b dibagi dalam dua bagian dengan perbedaan spesikasi produksi
Proses ini dilakukan per palet dengan menggunakan sistem contoh acak dengan mengacu pada metode internasional yaitu : ANSI / ASQC ( American National Standard Institute / American Society for Quality Standard) yang diadopsi dari Military Standard (MIL STD) The quality control procedure will be done per pallet randomly and using International sampling methods or ANSI/ASQC which adopted from military standard 2
QUALITY INFORMATION
QUALITY INFORMATION
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CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
SPESIFIKASI PRODUK
GENERAL PRODUCT SPECIFICATIONS
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
KELURUSAN SISI STRAIGHTNESS OF SIDE 84.85
< _
< _
+ _
+ _
600 3.00 600 3.00
< _ < _
Contoh: Kelurusan sisi (c/L)
+ _
+ _
Example: Straghtness of side (c/L)
< _ < _
L
+c
-c
L
600 1.20
< _
< _
MEMANJANG RECTANGULARITY
+
ISO 10545-2
= + 0.6 % x 600 mm = + 3.60 mm = - 0 .5% x 600 mm = - 3.60 mm
Contoh: Memanjang ( /L) Example: Rectangularity ( /L) -
+
L
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QUALITY INFORMATION
L
ISO 10545-2 : 0.6 % INDOGRESS :
0.2 %
=
0.2 % x 600 mm
=
1.20 mm
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CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
TES PLANARITY
UJI KERATAAN PERMUKAAN
PLANARITY TEST
PLANARITY TEST
1. Lengkung Tengah
2. Lengkung Tepi
60 cm
CENTER CURVATURE
60 cm
EDGE CURVATURE
D
60 60 7200 84.85
L
Contoh: Lengkung Tepi
Contoh: Lengkung Tengah Example: Center Curvature (
Example: Edge Curvature (
/D)
/D)
+ c
+ c
84.85
84.85
84.85
60 cm = +0.3 cm = +3 mm
L = 60 cm
84.85
- c
+ c
60 cm 0.06 cm 0.6 mm
60 cm = - 0.18 cm = - 1.8 mm
L = 60 cm
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CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
UJI KETAHANAN ABRASI & UJI KEKUATAN PERMUKAAN
UJI KERATAAN PERMUKAAN PLANARITY TEST
DEEP ABRASION RESISTANCE & SURFACE HARDNESS TEST
3. Melenting WARPAGE
KETAHANAN ABRASI PERMUKAAN SURFACE ABRASION RESISTANCE (Unglaze Tile)
SKALA MOHS MOHS’ SCALE
Contoh: Melenting Example: Warpage (
+
HARDNESS
/D)
84.85 cm
MINERAL
1
Tale
2
Gypsum
3
Calcite
4
Fluorite
5
Apatite
6
Feldspar
7
Quartz
8
Topaz
9
Corundum
10
Diamond
KETAHANAN ABRASI PERMUKAAN SURFACE ABRASION RESISTANCE (GlazeTile)
84.85 cm Report abrasion class and cycles passed min 3 PEI (Depending on glazed quality/application)
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QUALITY INFORMATION
QUALITY INFORMATION
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CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CONTOH PERHITUNGAN PENGUKURAN PHYSICAL PROPERTIES
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
CALCULATION OF PHYSICAL PROPERTIES EXAMPLE
UJI ABRASI PERMUKAAN
KEKUATAN KELENTURAN
SURFACE ABRASION (GLAZEDTILE) TEST
BENDING STRENGTH
PEMERIKSAAN SHADING SHADING CHECK
Table 1 Abrasionstage; FailureVisibleat(Revolutions) 100
Class 0
150
I
600
II
750.15
III
2100. 6000. 12000
IV
> 12000 and pass ISO 10545 - 14 for stain resistance
V
KETAHANAN ABRASI PERMUKAAN SURFACE ABRASION RESISTANCE (GlazeTile)
Report abrasion class and cycles passed min 3 PEI (Depending on glazed quality/application)
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QUALITY INFORMATION
QUALITY INFORMATION
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IDENTIFIKASI KODE KEMASAN PACKAGING CODE IDENTIFICATION
POLISHED TILE
Shade
Jenis Tiles
(Nuansa Warna)
PL (Polished)
Ukuran Tiles
Tebal Tiles
Grade / KW Kode Produksi (Waktu proses TGL/BLN/TH & line proses)
GLAZED TILE
Model
Shade
Jenis Tiles
(Nama Produk)
(Nuansa Warna)
MT (Matt)
Ukuran Tiles
Tebal Tiles
Grade / KW Kode Produksi (Waktu proses TGL/BLN/TH & line proses)
Contoh penggunaan AQL: Implementation of AQL
Size 60x60 KW1 (Lihat Tabel) Size 60x60 1st grade (check table) 1 Pallet = 36 box = 144 pcs Quantity of Lot or batch size (sample) = 91 to 150 GIL II = F : 20 pcs atau 5 box/pallet AQL 2,5 % = 1 pcs OK, 2 pcs Mayor Not Ok (Hold)
TABEL I - SAMPLE SIZE CODE LETTERS
Model (Nama Produk)
Size 40x40 KW1 (Lihat Tabel) Size 40x40 1st grade (check table) 1 Pallet = 84 box = 504 pcs Quantity of Lot or batch size (sample) = 502 to 1200 GIL II = J : 80 pcs atau 13 box/pallet AQL 2,5 % = 5 pcs OK, 6 pcs Mayor Not Ok (Hold)
Keterangan: Proses final inspeksi oleh QA Dept. dengan menggunakan metode random sampling AQL 2,5% Untuk Kw1 dan 4% untuk Kw2 dalam setiap1 palet. Note: Final inspection by QA department with random sampling method AQL 2,5% for 1st grade and 4% for 2nd grade in 1 pallet.
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PETUNJUK PEMASANAGAN
TABLE II.A - SINGLE SAMPLING PLANS FOR NORMAL INSPECTION (MASTER TABLE)
INSTALLATION GUIDE
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QUALITY INFORMATION
W
AP
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CONTOH PEMASANGAN YANG BAIK EXAMPLE OF GOOD INSTALATION
1
PETUNJUK PEMASANAGAN INSTALLATION GUIDE
CONTOH PEMASANGAN UNTUK AREA LOBBY ATAU AREA MASUK LIFT
2
(Dianjurkan menggunakan tiles berwarna gelap atau yang lebih tahan gores)
KODE SHADING
Pastikan pekerjaan plafon/dinding selesai sebelum pemasangan tile
Make sure ceiling or wall works is completed before installa on
3
Dianjurkan lantai di “Screed” terlebih dahulu sebelum dipasang tile Pastikan tile yang dipasang satu shade
The floor should be clean and screed before installa on Make sure the les is installed in one shade
4
Searahkan pemasangan sesuai logo/tanda panah
Levekan pemasangan dengan acuan tarikan benang
Look at the logo on the back of le as aguidance to get similar direc on and minimize problems
Align the installa on by using the pull string
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CONTOH KESALAHAN PEMBERSIHAN/PEMELIHARAAN EXAMPLE OF ERROR IN HANDLING INSTALLATION
Buatlah kepalan/as pemasangan dengan benar
Start installa on as guide line or center point of square measurement
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Diwajibkan menggunakan grout/nat ukuran 2-3 mm (Gunakan tile spacer untuk mendapatkan keselarasan dan jarak)
It is recommended to apply minimum 2-3mm grout between each les (Use le spacers to get accurate alignment and space)
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Periksa setiap tahap hasil pemasangan, jika ditemukan belang atau ngeplin dll, segeradiperbaiki atau diganti
Tutup lantai setelah pemasangan agar terhindar dari baret, gompel & noda
It is recommended to lay 8-10 pieces les to check for shade difference and defect before installa on
Cover the newly installed le area to avoid chipping, scratching and staining. Do not install le with defect or out of standart colors/shade and please contact our customer service team for any sugges on
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QUALITY INFORMATION
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PETUNJUK PEMASANAGAN INSTALLATION GUIDE
PETUNJUK PEMASANAGAN INSTALLATION GUIDE
CONTOH KESALAHAN PEMBERSIHAN/PEMELIHARAAN
CONTOH PENUTUPAN TILE YANG TIDAK DISARANKAN
EXAMPLE OF ERROR IN HANDLING INSTALLATION
EXAMPLE OF ERROR PROTECTION Akibat tidak mengikuti anjuran pemasangan tanpa penutupan Wrong protection will cause more damage to tiles
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Tumpahan semen + cat
Membersihkan menggunakan Kape
Spilled of cement will be hard to clean up
Cleaning with pu y knife will scratch the surface
Steger di atas tile menyebabkan goresan
Meletakkan benda berat diatas lantai yang baru dipasang
Scaffolding on the floor will scratch the surface
Place heavy object on newly installed le
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PETUNJUK PEMASANAGAN INSTALLATION GUIDE
CONTOH HASIL PEMASANGAN YANG SESUAI PETUNJUK PEMASANGAN EXAMPLE OF GOOD PROTECTION
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SHADE TONE VARIANCE
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QUALITY INFORMATION
