TQM Studies Teuku Yuri Zagloel Ph D TQM

TQM Studies Teuku Yuri Zagloel Ph. D.

TQM Studies

Concept

Measures of Quality

SPC

Advanced Tools

Customer Measurement

Implementation

Others

Quality Production Producer Consumer Conformance Design Specification Cost Characteristics Price Fitness for use Marketing

Modified from Russel & Taylor III 1995 TQM QA TQC/QI QA Documented evidence on quality consists of: • Quality Control • Quality Planning TQC/QI Managerial/technical efforts to improve quality with total participation

TQM’s Principles 1. Customer defines quality 2. Management provides leadership for quality 3. Quality is all level’s responsibility 4. If needs continuous quality improvement 5. Quality problems are solved by employees and management 6. Problem solving for no. 4 is based on statistics 7. Training and education are the basis for

TQM’s Impact on 10 Functions 1. 2. 3. 4. Marketing, Sales and Consumer Research Salesman must know exactly the consumers quality characteristics and price Engineering and Product Design Translating quality characteristics into technical specifications, material, equipment, workplace and job design and skillful operator. Purchasing • Selecting vendors statistically • Suppliers become an integral part of the company’s QA program • Single supplier is considerable as long as this supplier accepts direct influence of the company Industrial Engineering and Job Design Work with QC and job design, propose new method and measure

TQM’s Impact on 10 Functions 5. Personnel Department • Recruit new employee that is ready to train • Profit sharing where employees share cost saving 6. Employees Responsible for identifying and solving quality problems individually or together with management 7. Production Management Managers must manage and control labor, material and equipment according to quality specifications and scheduled 8. Production Inspection 9. Packaging, Storage and Delivery 10. Customer Service

Cost of Quality

Mengapa Cost of Quality itu Penting? • Rata-rata 5 -25% dari sales turnover • Rata-rata 95% dari cost of quality adalah dalam bentuk Failure cost dan Appraisal cost • Upaya meningkatkan daya saing melalui reducing cost • Cost of quality bukan hanya di Quality Dept. saja • Membuat perencanaan mutu yang lebih baik

Mengapa Mengukur Cost of Quality? • Kesulitan bagian akuntansi dalam memilah COQ • Untuk menyampaikan mutu dalam bahasa bisnis • Ada yang parameter untuk mengukur quality improvement

Grafik Cost of Quality TO TO 8 8 Traditional Model of Quality Costs Cost per good unit of product Total quality costs Failure costs Cost of appraisal plus prevention 100 0 Quality of conformance, %

Pengumpulan Data COQ Initial study, collect cost data from: 1. Established accounts 2. Analysis of ingredients of established account 3. Basic accounting documents 4. Estimate: • • • Temporary records Work sampling Allocation Standard cost data Opinions of knowledgeable personnel

Tabulasi COQ 1. Trend analysis 2. Pareto analysis – – By Element Group By Department By Product Other grouping Pembandingan COQ 1. Per direct labor hours 2. Per direct labor cost 3. Per dollar of standard manufacturing cost 4. Per dollar of sale 5. Per equivalent unit of product

Kegunaan Cost of Quality 1. 2. 3. 4. 5. 6. 7. 8. Mengidentifikasi peluang laba Untuk pengambilan keputusan investaqsi Menekan biaya pembelian atau yang berkaitan dengan pemasok Mengidentifikasi waste Mengidentifikasi metode yang berlebih Mengidentifikasi masalah-masalah mutu Alat analisa vital few dan trival many (Pareto analysis) Alat untuk strategic planning

Cost of Quality Biasanya dicek 3 bulanan COQ Software (p. 124) tampilannya sbb: Standard Acc. Element Direct Material Direct Labor Indirect Material Indirect Labor Misc. Fixed Sale & Adv. Total Preventive Appraisal Internal Failure External Failure Total

Preventive Appraisal Quality training Production Internal & External Failure Rework WIP inspection Quality audit Scrap Training (Quality) Order entry inspection Reshipment Supplier assessment & inspection Product inspection Corrective action on suppliers - Development …………………… - Orders …………………… Sales Purchasing

Contoh Type of Cost Amount ($) Percent (%) Preventive Training 300, 924. 00 12% 226, 823. 00 9% 507, 775. 00 20% 1, 035, 522. 00 41% … … Appraisals Inspection SPC … … Total Preventive + Appraisals

Contoh…ctd Internal Failure Scrap Rework External Failure Reject … … Total Internal & External Failure 1, 514, 370. 00 59% Grand Total 2, 549, 892. 00 100%

ORGANIZING TO QUALITY Definisi Kualitas: - Fitness for purpose and customer satisfaction - Conformance to requirement - Care Artinya: Kualitas dibentuk oleh pelanggan, dan produk disain dan dibuat untuk dijual dengan maksud untuk memuaskan pelanggan Kualitas permintaan pelanggan di interprestasikan oleh “ product engineer ” yang membentuk spesifikasi-spesifikasi sekaligus menetapkan toleransi-toleransi Rekayasa proses ( Proses Engineering ) bertanggung jawab dalam embentukan spesifikasi dalam operasi dan juga mendisain dan/atau membeli peralatan yang akan mengikuti spesifikasi produk. Kegiatan manufaktur menggunakan alat-alat tersebut dalam memproduksi produk Pengendalian Kualitas menjamin produk yang dibuat mengikuti spesifikasi yang diminta pelanggan

Struktur Organisasi pengendalian Kualitas (menuju TQM ) Struktur organisasi pengendalian kualitas berubah dari hanya mendeteksi kualitas dibawah standar menjadi fungsi pencegahan ( preventive programs ) Ciri – Ciri organisasi sadar kualitas 1. Ada kegiatan inspeksi pada penerimaan barang, proses dan perakitan akhir 2. Dapat menentukan dengan tegas “rejected part/defected part” 3. Sistem informasi termasuk data recording mengenai kualitas yang ditolak dan diterima sudah memadai 4. Sudah ada SQC ( statistical QC ) 5. Ada standarisasi inspeksi, pergudangan dan aktifitas pemerataan standar ukuran ( gage measurement maitenance )

Organizational for Inspection, early factories Dir Manuf Factory Manager X = worker O = inspector Production supervisor xxxx xxxo xxxx xxoo xxxx xxxo

Creation of central inspection department Dir manuf Factory manager Prod Spv Chief Inspection foreman oooo inspector

Early organization for inspection and test ( process industries ) Higher management Technical manager Manufacturing manager Production Product dev laboratory Process dev Inspection

Organization for prevention ( Process Industries ) Upper management Technical manager Prod dev Manuf manager Quality manager Process dev production inspection Lab QC eng

Beberapa tips untuk mengorganisasikan kualitas Ciri-ciri Toyota philosophy/Japanese philosophy 1. Inrest in rationalisation 2. Inrest hearity in employee training and education 3. Commit to quality 4. Export oriented 5. Having a system for controlling the suplier 6. Prevention rather thab detection 7. Worker can stop the line ( as long as it takes him to perform his job properly ) Thingking Quality 1. Product design 2. Worker training 3. Quality circle 4. Screening of materials and suppliers

1. 2. 3. 4. 5. 6. 7. Didik kembali para manager/supervisor Hubungan yang baik dengan supplier Top management membuat “ commitment “ yang berjangka panjang kemudian diturunkan pada level operasional Hindari beben terlalu berat pada produksi Aplikasi SQC Analisa biaya kualitas Aplikasi metode pengurangan stock

Board of Direction QC commite President VP QC VP Sales “ Future organization structure – Quality on the organization chart “ VP Manuf VP Finance

Change Management The only contan in business life is change Managers should - Develop new behaviours via sistematic analysis of problems - Decide aproppriate solution Change can be: - New performance systems - Restructure - reorganization

Type of change - Developmental Fine-tuning - Transitional Evolve slowly: reorganization, merger, new technology/process - Transformational Complete rethink its mission, culture, activities, critical element for success

10 Guidelines of change 1. 2. 3. 4. 5. 6. Analisa perusahaan yang dibutuhkan Ciptakan vis dan arah baru Pisahkan dari masa lalu Ciptakan sense of urgency Dukung peranan pimpinan yang kuat Sponsor/dukung dengan commitment yang penuh 7. Rencanakan implementasi 8. Bangun struktur 9. Komunikasikan, ibatkan dan bersikap jujur 10. Formalkan perubahan

Why people Resist change 1. 2. 3. 4. Misunderstanding Low tolerance for change Afraid to lose something Belief that change does not make sense Sumber Rao, 1996 hal 427 -437

Corporate culture Culture : the common behaviour and internalized code of conduct that guide people’s daily action Yang mempengaruhi : assumptions values Berpengaruh pada : problem solving cross functional work and discussion Culture yang ideal : culture that value continous and adaptive change promote effective economic performance overtime Manager pay attention to: - environment change - initiate change in the organization’s design and strategy (employee → customers → share holders) - improvement Caranya : - focusing on the action - adding people who represent the new culture - socializing people to new behaviours

Involvement → empowerment (pemberdayaan) Hubungannya: Orang dalam organisasi harus mempunyai keterlibatan kerja yang mendalam sehingga lebih berdaya (empower) Aplikasi empowerment Problem solving involvement Suggestion involvement Job involvement : : : QCC job enrichment self managing group

Data german institute of economic and industry (1993) Negara Jepang Jumlah suggestion/thn Cost reduction/thn per suggestion 3235 5882. 00 DM USA 12 n/a Germany 14 208. 56 DM