MAGISTER MANAJEMEN TEKNOLOGI (MMT)

Institut Teknologi Sepuluh Nopember (ITS)

2019

Dr. Mokh Suef

Nani Kurniati, PhD

Manajemen
Kualitas dan
Reliabilitas
1. Quality Concepts
2. Statistics for Q
3. 7 tools
4. CC
5. DOE
6. Reliability Concepts
7. Reliability Modeling
8. Reliability Structure
9. Maintenance Management

nanikur@gmail.com
1. Montgomery, D.C., (2013).
Introduction to Statistical Quality
Control, 7th Ed, John Wiley & Sons,
New York.

2. Lewis, E.E., Introduction to

Reliability Engineering, John
Wiley & Sons, New York, 1987

□Slide of course available at Google

Classroom with Class Code
xp65rg7. You may use your
official student email address
Assessment

□1. Midterm 25%

□2. Final term 25%
□3. Assignment 10%
□4. Homework 15%
□5. Project 25%

02022019
 MANAJEMEN KUALITAS DAN
RELIABILITAS

MAGISTER MANAJEMEN TEKNOLOGI (MMT)

Institut Teknologi Sepuluh Nopember (ITS)

Quality (Q)
concepts
Outline

1. Q
definitions
5. Q Gurus
2. Q
dimensions
6. Legal
aspect of Q
3. QC, QI,
QA , QMS
7. Cost of Q
4. Q history
1. Q definitions
Q
definitions
□What Quality is ?

□"the totality of features and

characteristics of a product
or service that bears its
ability to satisfy stated or
implied needs” - Business
dictionary, ISO 8402-1986
Q
definitions
□“how good
or bad something is” -
Cambridge dictionary, Longman
dictionary

□“degree of excellence;
superiority in kind; a
distinguishing attribute” -
Merriam-webster dictionary
Q
meanings
□Three Aspects :

□Q of design
□Q of conformance
□Q of performance

Meaning of quality video

□https://intip.in/Qmeaning
Q
meanings

Q of design

 designing quality
characteristics into a product
or service
 Making sure a product or
service is produced according
to design
 A Mercedes and a Ford are
equally “fit for
transportations”, but with
different design and
dimensions
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Q
meanings
Q of Conformance

 Q must consider product

specifications
 if new tires do not conform to
specifications, they wobble
 if a hotel room is not clean when
a guest checks in, the hotel is not
functioning according to
specifications of its design

12
Q
meanings
•This is a traditional definition

•Quality of design
•Quality of conformance

13
Q
meanings
•This is a modern definition of
quality

•Variability in the important

characteristic of a product

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Example: □ Japan Vs USA
□Why ? less variability = lower costs
□More smoothly & quietly = more superior
□Fewer repair & warranty = less rework =
reduction of wasted time, effort and money
□How ? Q improvement

15
Q
perspectives
 Consumer’s and producer’s
perspectives are depend on
each other

 Consumer’s perspective:
PRICE
 Producer’s perspective:
COST

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Final
perspectives

17
2. Q dimensions
Dimensions
of Quality :
Manufacture Dimensions of Quality by Garvin
d Products (1987), 8 dimension of Quality

1. Performance
2. Reliability
3. Durability
4. Serviceability
5. Aesthetics
6. Features
7. Perceived Quality
8. Conformance to Standards
Dimensions
of Quality :

1. Performance
□“Will the product do the intended job?”
□Will it perform certain spesific function?
□How well it performs them?
□basic operating characteristics of a product; how well a car is
handled or its gas mileage
2. Reliability
□“How often does the product fail?”
□Complex products need some repair over their service life.
□Need frequent repair = unreliable
□probability that a product will operate properly within an expected
time frame
□Ex: TV will work without repair for about seven years
Dimensions
of Quality :

3. Durability
□“How long does the product last (before replacement) ?”
□Effective service life of the product
□Customer wants product that performs satisfactorily over
period of time
4. Aesthetic
□“What the product look like, feel, sound, smell, taste?”
□Visual appeal of product (style, color, shape, packaging
alternatives,tactile characteristic)
□Differentiate one brand with it’s competitors
Dimensions
of Quality :

5. Serviceability
□“How quickly & economically a repair or routine maintenance activity?”
□Manufacturing and service industries (how long it takes a credit card
company to correct an error in your bill?)
□How easy is it to repair the product?
□ease of getting repairs, speed of repairs, courtesy and competence of
repair person
6. Features
□“What does the product do?”
□Features: something beyond the basic performance of the competition.
□What does the product do?
□Extra” items added to basic features
□Ex: a stereo CD or a leather interior in a car
Dimensions
of Quality :

7. Perceived Quality
□“What is the reputation of the company and its product?
□Customer rely on the past reputation of the company concerning quality of
its product.
□Influenced by failures of the product (highly visible to public/product
recall), and how customer is treated when such problem happened.
□Subjective perceptions based on brand name, advertising, and the like
8. Conformance to standard
□“ Is the product made exactly as the designer intended?”
□High Q product = the one that exactly meets the requirements placed on it
□An automobile consists of several thousand parts. If each one is just
slightly too big or too small, many components will not fit together properly
= the vehicle may not perform as the designer intented.
□Degree to which a product meets pre– established standards
Dimensions
of Quality :
Service

1. Time and Timeliness

□How long must a customer wait for service, and is it
completed on time?
□Is an overnight package delivered overnight?
2. Completeness
□Is everything customer asked for provided?
□Is a mail order from a catalogue company complete
when delivered?
3. Courtesy
□How are customers treated by employees?
□Are catalogue phone operators nice and are their voices
pleasant?
Dimensions
of Quality:
Service
4. Consistency
□Is the same level of service provided to each customer
each time?
□Is your newspaper delivered on time every morning?
5. Accessibility and convenience
□How easy is it to obtain service?
□Does a service representative answer you calls quickly?
6. Accuracy
□Is the service performed right every time?
□Is your bank or credit card statement correct every
month?
7. Responsiveness
□How well does the company react to unusual situations?
□How well is a telephone operator able to respond to a
customer’s questions?
3. QP, QC, QI, QA
QP
QC , QI
QI

•The transmission example illustrates

the utility of this definition
• An equivalent definition is that quality
improvement is the elimination of
waste. This is useful in service or
transactional businesses.
QA
4. Q HISTORY
History of
Quality

 1875, Frederick W Taylor pioneered dividing work into

tasks -> manufactured & assembled more easily & in
standardized -> improvement in productiviry & Q . Led to
concept of study of motion and work design. If carried to
extremes -> halting innovation and continuous
improvement
 1924, W.A. Shewhart developed Statistical control chart
concept.
 1928 H.F.Hodge & H.G.Romig developed and refined
Acceptance Sampling Methodology
History of
Quality

 Mid 30’s Statistical Quality Control (SQC) method were

in wide use at western electric. But it value was not widely
recognized by industry.
 WW2 greatly expanded use and acceptance of SQC
concept to control and improve product Q .
 1946 American Society for Quality Control was formed,
which promotes the use of Q improvement techniques for
all types of product and services.
History of
Quality

 1950’s Design Experiment (DE) for product and

process development were introduced in US firstly in
the chemical industry. The spread of these method was
relatively slow.
 1960 Japanese had used DE systematically for process
troubelshooting, new process development, etc.
 1980, a growth in the use of statistical methods for Q
improvement in US which is motivated by the
widespread loss of business and market suffered by
many domestic companies due to foreign competition
5. Q GURUS
□ Walter A. Shewhart (1891-
1967)
□ Trained in engineering and
physics
□ Long career at Bell Labs
□ Developed the first control
chart about 1924
□ W. Edwards Deming
□ Taught engineering, physics in
the 1920s, finished PhD in 1928
□ Long career in government
statistics, USDA, Bureau of the
Census
□ During WWII, he worked with
US defense contractors,
deploying statistical methods
□ Sent to Japan after WWII to work
on the census
□ Met Walter Shewhart at Western
Electric
□ Joseph M Juran
□ Born in Romania (1904),
immigrated to the US
□ Worked at Western Electric,
influenced by Walter Shewhart
□ Emphasizes a more strategic and
planning oriented approach to
quality than does Deming
□ Juran Institute is still an active
organization promoting the
Juran philosophy and quality
improvement practices
□Kaoru Ishikawa
■Son of the founder of JUSE,
promoted widespread use of basic
tools

□Armand Feigenbaum
■Author of Total Quality Control,
promoted overall organizational
involvement in quality,
■Three-step approach emphasized
quality leadership, quality
technology, and organizational
commitment
6. LEGAL ASPECTS
OF Q
□ Product liability exposure

□ Concept of strict liability

1. Responsibility of both
manufacturer and
seller/distributor
2. Advertising must be supported
by valid data
7. COST OF Q
□Cost of poor quality (COPQ)
END OF SLIDE