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Presented by
DR.IR. H. HASMAND ZUSI. M.SC
NILAI.?????
UTS= 30 % UAS = 30 % PRESENTASI=25% Kehadiran= 15 % Total = 100 %
Selamat Belajar
Performance to the standard expected by the customer Fred Smith , CEO FEDEX
Providing our customers with products and services that consistenly meet their needs and expectations (Boing Management )
Doing the right thing right the first time , always striving for improvement and always satisfying the customer .. (The US Dept.of Defense)
Quality involves meeting or exceeding customer expectations Quality applies to products, services,people,processes and environments Quality is an ever-changing state What is considered quality
QUALITY IS A DYNAMIC STATE ASSOCIATED WITH PRODUCTS, SERVICES, PEOPLE,PROCESSES AND ENVIRONMENT THAT MEETS OR EXCEEDS EXPECTATIONS.
SEGALA SESUATU YANG MELEKAT PADA SEBUAH PRODUK ATAU JASA YANG MAMPU MEMENUHI BAHKAN MELAMPAUI TUNTUTAN DAN HARAPAN KONSUMEN.
Mudah dalam penggunaan (easy of use) Mudah didapat (accessibility ) Harga kompetitive ( The price is right) Tahan lama (Durability) Ada nilai estetikanya Memberikan rasa bangga, aman dst (Prestige) Pencitraan diri (Self Image) dst
Qualtiy as superiority or excellent Quality as a lack of manufacturing or service defects Quality as related to Product feature or price
Manufacturing Product
8-quality dimensions
1.Performance a products primary operating characteristics 2.Features thebells ans Whistles of a product 3.Reliability the probability of a products surviving over a specified period of time under state condition of use. 4.Conformance the degree to hich physical and performance characteristic of a product match preestablish standard 5.Durability the amount of use one gets from a product before it phisically deteriotes or untill repalcement is preferable 6.Serviceability the ability to repair a product quickly and easily 7.Aesthetics how a product lokks, feels, sounds, tastes etc 8.Perceived quality subjective assessment resulting from image, advertising or brand names
1. Customer focus 2. Process orientation 3. Continous Improvement 4. Empowerment and Teamwork 5. Management by fact 6. Leadership and Strategic planning
CUSTOMER FOCUS
Process Orientation
a Process is a sequence of activities that is intended to achieve some result. a Process is how work created value for customers
Enhancing value to the customer through new and improved products and services Improving productivity and operational performance through better work processes and reductions in errors, defects, and waste Improving flexibility, responsiveness, and cycle time performance
Dissatisfiers
Those needs that are expected in a product or service, such as a Radio, Tool kits , and require safety features in an automobile. Such items generally are not stated by customers but are assumed as given.
DISSATISFIED
Satisfiers
Needs that customers say they want, such air conditioning or a compact disc player in a car.
Satisfaction
Delighters / Exciters
New or innovative features that the customer do not expect. When first introduced, antilock brakes and air bags were examples of exciters. Newer concepts still under development, such as collision avoidance system, offer other examnples. These presence of such unexpected features, if valued , leads to high perceptions of quality
Delighted/ Excited
So What . ??? What the correlation with improving product and services ???
Therefore company must innovate continually and study customers perceptions to ensure that their needs are being met
Empowerment
A companys succes depends increasingly on the knowledge, skill, and motivation of its work force Employee success depends increasingly on having opportunities to learn and to practise new skills Empowerment Simply means giving people authority- to make decisions based on what they feel is right, have control over their work, take risks and learn from mistakes, and promote change
Management by fact
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2.
3.
Organization need peformance measures for three reasons : To lead the entire organization in a particular direction ; that is; to drive strategies and organizational change To manage the resources needed to travel in this direction by evaluating the effectiveness of action plans To operate the processes that mnake the organization work and continuuosly improve
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