1. J0444 OPERATION MANAGEMENT Desain Kualitas Pert 9 Universitas Bina Nusantara

2. Kualitas Kemampuan suatu produk atau jasa dalam memenuhi kebutuhan pelanggan Definisi kualitas didasarkan pada beberapa kategori : - Beerbasis pengguna - - Berbasis Manufaktur - Berbasis Pengguna

3. Biaya Kualitas - Biaya pencegahan - Biaya Penaksiran - Kegagal Internal - Biaya Eksteral s

4. Quality Specifications Design quality: Inherent value of the product in the marketplace Design quality: Inherent value of the product in the marketplace –Dimensions include: Performance, Features, Reliability, Durability, Serviceability, Response, Aesthetics, and Reputation. Conformance quality: Degree to which the product or service design specifications are met Conformance quality: Degree to which the product or service design specifications are met

5. Costs of Quality External Failure Costs Appraisal Costs Prevention Costs Internal Failure Costs Costs of Quality

6. Continuous Improvement (CI) Management's view of performance standards of the organization Management's view of performance standards of the organization – performance level of the firm as something to be "continuously challenged and incrementally upgraded." The way management views the contribution and role of its workforce The way management views the contribution and role of its workforce – believe employee involvement and team efforts are the key to improvement

7. CI Methodology: PDCA Cycle (Deming Wheel) 1. Plan a change aimed at improvement. 1. Plan 2. Execute the change. 2. Do 3. Study the results; did it work? 3. Check 4. Institutionalize the change or abandon or do it again. 4. Act

8. Example: Process Flow Chart No, Continue… Material Received from Supplier Inspect Material for Defects Defects found? Return to Supplier for Credit Yes Can be used to find quality problems.

9. Example: Pareto Analysis Can be used to find when 80% of the problems may be attributed to 20% of the causes. Can be used to find when 80% of the problems may be attributed to 20% of the causes. Assy. Instruct. Frequency DesignPurch. Training Other 80%

10. Example: Run Chart 0.44 0.46 0.48 0.5 0.52 0.54 0.56 0.58 123456789101112 Time (Hours) Diameter Can be used to identify when equipment or processes are not behaving according to specifications.

11. Example: Histogram Number of Lots Data Ranges Defects in lot 01234 Can be used to identify the frequency of quality defect occurrence and display quality performance.

12. Example: Scatter Diagram 0 2 4 6 8 10 12 0102030 Hours of Training Defects Can be used to illustrate the relationships between quality behavior and training.

13. Example: Checksheet Billing Errors Wrong Account Wrong Amount A/R Errors Wrong Account Wrong Amount Monday Can be used to keep track of defects or used to make sure people collect data in a correct manner.

14. Example: Cause & Effect Diagram Effect ManMachine MaterialMethod Environment Possible causes: The results or effect. Can be used to systematically track backwards to find a possible cause of a quality problem (or effect).

15. Example: Control Charts 970 980 990 1000 1010 1020 0123456789101112131415 LCL UCL Can be used to monitor ongoing production process quality and quality conformance to stated standards of quality.

16. Benchmarking 1. Identify those processes needing improvement. 2. Identify a firm that is the world leader in performing the process. 3. Contact the managers of that company and make a personal visit to interview managers and workers. 4. Analyze data.