Manajemen Produksi - Ep. 10 Pengendalian Kualitas Produk
Summary
TLDRThis video script covers the importance of quality control in production, emphasizing that quality equates to high value products. It outlines three main points: planning product quality influenced by market and sales forecasts, six processes for quality control to ensure consistency, and continuous product improvement through customer feedback. The script also discusses five dimensions of product quality including performance, features, reliability, conformance, and durability. Additionally, it highlights five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. An example of service quality is provided, urging companies not to neglect service quality as it can affect customer retention. The video concludes by discussing the benefits of implementing quality concepts, including customer satisfaction, efficient operations, competitive advantage, and environmental awareness.
Takeaways
- 📈 Quality control in production is crucial as it directly impacts the product's value and consumer satisfaction.
- 📊 Planning quality involves understanding market demands, pricing, and sales forecasts to set quality standards.
- 🔍 Six processes and quality control steps are outlined to ensure consistency in product quality.
- 📝 Design phase quality planning includes specifications like appearance, warranty, price, and contents.
- 🔧 The process of improvement involves continuously refining product quality based on consumer feedback.
- 📱 The first dimension of product quality is performance, which refers to the primary characteristics and advantages of a product.
- 💧 The second dimension is features, which are secondary characteristics like water resistance in a smartphone.
- 🔩 Reliability is the third dimension, indicating the consistency of a product's performance over time.
- 📏 Conformance is the fourth dimension, focusing on the precision and accuracy of a product's parts.
- 🛠 Durability is the final product quality dimension, referring to the product's ability to withstand long-term use.
- 👥 The first dimension of service quality is tangibility, which includes the appearance of facilities and service personnel.
- ⏱️ Reliability in service quality means the ability to provide the promised service accurately and dependably.
- 💬 Responsiveness is the third service quality dimension, indicating the readiness of staff to assist consumers promptly.
- 👩🏫 The fourth service quality dimension is assurance, reflecting the knowledge, courtesy, and skills of service staff.
- ❤️ Empathy is the final service quality dimension, showing the company's care and attention towards its customers.
- 🔄 Benefits of implementing quality concepts include ensuring customer satisfaction, efficient operations, enhanced competitiveness, and environmental awareness.
- 📊 Product planning involves stages like surveying consumer needs, translating customer feedback into technical specifications, and creating a final product based on consumer input.
- 🔎 Quality control processes include inspections at various stages: incoming, in-process, final, rework, reinspect, downgrade, and recycle.
Q & A
What is the main focus of the video script?
-The main focus of the video script is discussing quality control in production and the importance of quality in products to meet consumer demands.
Why is quality control important in production?
-Quality control is important because it ensures products have high quality, which is attractive to consumers and can lead to higher prices and better sales.
What are the three main points discussed in the script about quality control?
-The three main points discussed are planning product quality, planning a product, and controlling product quality.
How does market influence affect product quality planning?
-Market influence affects product quality planning by determining the target market and adjusting the quality of the product accordingly to meet the expectations and affordability of that market segment.
What are the six processes and quality control methods mentioned in the script?
-The six processes and quality control methods are: establishing methods and steps for creating product quality, planning quality at the design stage, continuous improvement, performance, features, reliability, conformance, and durability.
What are the five dimensions of product quality discussed in the script?
-The five dimensions of product quality are performance, features, reliability, conformance, and durability.
Can you provide an example of the 'performance' dimension of product quality from the script?
-An example of the 'performance' dimension is a Xiaomi phone that has high specifications but is sold at a low price.
What are the five dimensions of service quality mentioned in the script?
-The five dimensions of service quality are tangibility, reliability, responsiveness, assurance, and empathy.
How does the script illustrate the importance of service quality?
-The script illustrates the importance of service quality by providing an example of a YouTuber's complaint about Telkom's cable service and how the company's response to the complaint reflects the quality of their service.
What are the benefits of implementing a quality concept as discussed in the script?
-The benefits of implementing a quality concept include ensuring customer satisfaction, efficient and effective operations, increased organizational competitiveness, and improved environmental awareness.
What are the four stages of product planning mentioned in the script?
-The four stages of product planning are conducting a survey of consumer needs, generating voice of customer, translating into technical specifications, and realizing it into a product according to consumer input.
What are the six processes of quality control that a company can perform as mentioned in the script?
-The six processes of quality control are incoming inspection, in-process inspection, final inspection, rework, reinspect, downgrade, and recycle.
Outlines
📈 Quality Control in Production
This paragraph discusses the importance of quality control in the production process. It emphasizes that quality should match the price of a product, as consumers expect high quality from expensive goods. The speaker outlines three main points to be covered: planning product quality, planning a product, and controlling product quality. They also introduce the concept of quality planning structures, which are influenced by market prices and sales forecasts. The paragraph explains how targeting different market segments can affect the quality of a product, using the example of a chili sauce producer adjusting quality based on their target market's socioeconomic status.
🔍 Dimensions of Product Quality
In this paragraph, the speaker delves into the five dimensions of product quality: performance, features, reliability, conformance, and durability. Performance refers to the primary characteristic or the main advantage of a product, such as a Xiaomi phone offering high specifications at a low price. Features are secondary characteristics like water resistance. Reliability is the consistency of performance over time. Conformance indicates precision or accuracy, using the example of electronic goods that are perfectly fitted. Durability is the ability of a product to continue functioning over a long period despite repeated use. The paragraph aims to educate on what constitutes high-quality products from a consumer's perspective.
💼 Dimensions of Service Quality
The focus of this paragraph is on service quality, which also has five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Tangibility pertains to the appearance of facilities, equipment, and service staff. Reliability is the ability of a service to deliver what is promised accurately. Responsiveness is the readiness of staff to assist consumers promptly. Assurance involves the knowledge, courtesy, and ability of staff to inspire trust. Empathy is the care and attention a company shows towards its customers. An example is given about a YouTuber's experience with a telecommunications company, illustrating how the company's service quality was judged based on their response to a complaint about a cable blocking their entrance for three weeks.
🌟 Benefits of Implementing Quality Concepts
The paragraph highlights the benefits of implementing quality concepts, which are crucial for customer satisfaction and the success of a company. The benefits include ensuring consumer satisfaction, conducting operations effectively and efficiently, enhancing organizational competitiveness, and increasing environmental awareness. These benefits are achieved by adhering to quality concepts that result in high-quality products and services.
📊 Product Planning Stages
This paragraph outlines the stages of product planning, which include conducting surveys to understand consumer needs or desires, generating a 'Voice of the Customer' (VOC), translating VOC into technical specifications, and finally, realizing these into a product that meets consumer input. These stages are essential for creating products that align with consumer expectations.
🔄 Quality Control Processes
The final paragraph discusses the different times when quality control processes are carried out by a company. These include incoming inspection of products received from suppliers, in-process inspection during product transformation, final inspection of finished products, rework and reusage of substandard products, downgrading of products that do not meet quality standards but are still tolerable for sale to a different consumer group, and recycling by sending products back to the manufacturer or for further transformation. These processes ensure that the quality of products is maintained throughout their lifecycle.
Mindmap
Keywords
💡Quality Control
💡Market Influence
💡Quality Planning
💡Product Design
💡Continuous Improvement
💡Performance
💡Features
💡Reliability
💡Conformance
💡Durability
💡Service Quality
💡Quality Concept Implementation
Highlights
Introduction to quality control in production and its importance in product dimensions.
The necessity of high-quality products to match high prices and consumer expectations.
Discussing the three main points of quality control: planning product quality, planning a product, and controlling product quality.
The structure of quality planning, including market influence on product quality.
Example of market influence: the quality of a product like chili sauce depends on the target market segment.
Six processes and quality control methods to ensure consistent product quality.
The importance of the design phase in quality planning, including product specifications, warranty, price, and content.
The concept of continuous improvement in product quality based on consumer feedback.
Explaining the five dimensions of product quality: performance, features, reliability, conformance, and durability.
Performance as the primary characteristic and advantage of a product.
Features as secondary and additional characteristics, such as water resistance in smartphones.
Reliability as the consistency of product performance over time.
Conformance refers to the precision or accuracy of a product.
Durability as the ability of a product to continue functioning over a long period despite repeated use.
Introduction to the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy.
Tangibles in service quality refers to the appearance of facilities, equipment, and the presentation of service staff.
Responsiveness in service quality is the readiness of employees to assist consumers and provide timely service.
Assurance in service quality involves the knowledge, skills, and courteous demeanor of employees.
Empathy in service quality is the caring and attentive attitude of a company towards its customers.
A real-life example of service quality through a YouTuber's experience with a telecommunications company.
The importance of service quality in consumer satisfaction and the potential impact on a company's reputation.
Benefits of implementing quality concepts, including customer satisfaction, efficient operations, competitive advantage, and environmental awareness.
The four stages of product planning: customer need survey, voice of the customer, technical specifications translation, and product realization.
The six stages of quality control processes: incoming inspection, in-process inspection, final inspection, rework, downgrade, and recycle.
Transcripts
Hi Hi welcome back to my channel kuliah
manajemen produksi kali ini kita bakal
bahas tentang pengendalian kualitas
produksi dimana dimensi kualitas menjadi
sangat penting kalau kita menjual sebuah
barang ya kayak orang-orang bilang ada
harga ada kualitas artinya barang yang
berkualitas identik dengan harga yang
mahal nah oleh karena itulah pentingnya
kita bahas disini Bagaimana cara
pengendalian kualitas produk sehingga
memiliki kualitas yang tinggi dan bisa
diminati oleh konsumen Oke kita lanjut
aja ya di sini ada tiga poin utama yang
akan kita bahas yang pertama yaitu
tentang bagaimana merencanakan kualitas
produk yang kedua Bagaimana merencanakan
sebuah produk dan yang ketiga yang
terakhir adalah bagaimana mengendalikan
kualitas produk ketiga poin ini aku
ada bahas tuntas dengan waktu yang
relatif pendek ya supaya menghemat kuota
internet kalian lah ya Oke kita masuk
yang pertama tentang perencanaan
kualitas dalam perencanaan kualitas ada
yang namanya struktur perencanaan
kualitas dimana struktur perencanaan
kualitas ini terdiri dari pertama yaitu
perencanaan kualitas sendiri perencanaan
kualitas ini sangat dipengaruhi oleh
pasar harga dan perkiraan penjualan
contohnya pengaruh pasar-pasar itu
sangat mempengaruhi kualitas misalnya
kalau kita mau jadi produsen saus sambal
kita harus menetapkan dulu target
pasarnya siapa Nah kalau target pasarnya
adalah menengah keatas maka harus
membuat saus dan kualitas yang sangat
baik tapi kalau seandainya target
pasarnya adalah menengah kebawah maka
kualitasnya mungkin bisa diturunkan
sehingga harga barangnya relatif lebih
murah dan terjangkau oleh orang-orang
menengah kebawah berikutnya perencanaan
kualitas
enam proses dan pengendalian kualitas
nah ini meliputi penetapan cara metode
dan langkah-langkah yang harus
dikerjakan dalam menciptakan atau
membuat suatu kualitas produk jadi
langkah-langkah tersebut sudah
terstandar dengan baik sehingga produk
yang dihasilkan Enggak banyak variasi
kualitasnya jadi hanya ada satu kualitas
dan itu sama untuk semua produk
berikutnya yaitu perencanaan kualitas
pada tahap proses desain disini yaitu
meliputi spesifikasi tampilan garansi
harga dan isinya apa aja jadi pada
struktur ketiga ini kita harus sudah
menetapkan akan Seperti apa tampilan
produk kita ada garansinya atau enggak
terus harganya berapa Nah itu semua
ditetapkan pada tahap proses desain ini
berikutnya yang terakhir adalah proses
perbaikan maksudnya disini adalah
memperbaiki Secara terus-menerus apa aja
kekurangan dari produk kita jadi
walaupun konsumen
nilai produk kita bagus tapi kita perlu
tanya ke konsumen lebih banyak apa sih
kekurangan produk kita dari segi
kualitas sehingga kualitas produk kita
bisa terus diperbaiki Oke sudah paham ya
kita lanjutkan pembahasan berikutnya di
sini kita bakal ngomongin tentang
dimensi kualitas produk ada lima dimensi
kualitas produk yang pertama adalah
performance performance itu adalah
karakter utama sebuah produk apa sih
Keunggulan utama produk itu Itulah yang
dimaksud dengan performance misalnya
handphone Xiaomi harga murah tapi
spesifikasinya tinggi Nah itulah
performancenya kemudian dimensi kualitas
yang kedua yaitu features features itu
adalah karakter sekunder dan tambahan
yang nampak misalnya handphone ada yang
water-resistant atau tahan air Nah itu
adalah karakter sekunder atau features
yang dimaksud kemudian dimensi kualitas
yang ketiga yaitu reliability
ini maksudnya disini adalah konsistensi
dari performance Seberapa lama barang
bisa digunakan sebelum mengalami
kegagalan kalau ini ya nggak perlu
dijelaskan lagi lah ya karena sudah
jelas berikutnya ada namanya conformance
maksudnya adalah ketelitian atau presisi
sebuah produk kalau ini contohnya Kita
pernah enggak beli barang elektronik
gitu tapi ada bagian dari barang
tersebut yang renggang atau enggaknya
tuh secara sempurna Nah itu artinya
barang tersebut tidak presisi atau
konfirmasinya nggak bagus oke udah jelas
ya untuk contoh conformance nya
berikutnya dimensi kualitas terakhir
adalah durability Nah ini mungkin
istilah yang asing di telinga kita
durability adalah ketahanan atau
kemampuan produk untuk bisa terus
bekerja meskipun digunakan berulangkali
dalam durasi yang lama ini ya sama aja
dengan daya tahan sebuah produk Oke
sudah mengerti ya untuk dimensi kualitas
zat berikutnya kita masuk ke dimensi
kualitas pelayanan disini juga ada lima
dimensi kualitas yang pertama yaitu ten
jibles artinya adalah tampilan fasilitas
peralatan dan penampilan orang yang
melayani itu disebut dengan ten jibles
kemudian ada juga yang namanya
reliability tapi kalau disini maksudnya
adalah kemampuan sebuah pelayanan dalam
menyediakan layanan yang dijanjikan
secara akurat kemudian yang ketiga
adalah responsiveness yaitu kesediaan
karyawan dalam membantu konsumen dan
memberikan pelayanan yang pantas itu
adalah responsiveness kemudian yang
keempat adalah pesulap yaitu pengetahuan
sikap yang ramah dan sopan dari karyawan
dalam menumbuhkan kepercayaan dengan
karyawan lain dan dengan konsumen
kemudian berikutnya adalah empati empati
yang dimaksud disini adalah sikap peduli
dan perhatian dari sebuah perusahaan
kepada konsumennya Nah itu adalah lima
dimensi kualitas layanan dan
Translate ini saya akan mencontohkan
kualitas layanan ini adalah bangoli
nongol di nih seorang youtuber yang
kontennya tentang review gadget pada
tahun 2017 Dia pernah posting di akun
twitter-nya tentang kabel Telkom yang
turun Pas didepan rumahnya dan kabel
tersebut sudah tiga minggu menghalangi
jalan masuk rumahnya mulai dari tanggal
26 Feb ia posting hingga beberapa kali
postingan baru postingan pada tiga Maret
keluhannya ditanggapi dengan kabel yang
sudah diperbaiki Nah itu adalah salah
satu contoh kualitas layanan sebuah
perusahaan kalian bisa menilai Bagaimana
kualitas layanan dari perusahaan ini Nah
sudah tahukan bahwa dimensi kualitas
layanan itu juga penting bagi konsumen
Jangan sampai karena kualitas layanan
Perusahaan kita enggak baik maka
konsumen nggak mau lagi menggunakan
produk atau jasa kita Oke berikutnya
kita ngomongin tentang manfaat
menjalankan konsep kualitas tujuan atau
manfaat menjalankan kualitas layanan
adalah untuk ke
akan pelanggan yang merupakan dasar
kesuksesan perusahaan berakar pada
produk dan layanan yang berkualitas
tinggi di sini ada lima manfaat dalam
menjalankan konsep kualitas yang pertama
menjamin kepuasan konsumen yang kedua
yaitu melakukan proses operasi dengan
cara yang efektif dan efisien yang
ketiga meningkatkan daya saing
organisasi dan yang terakhir
meningkatkan kesadaran lingkungan Nah
itu adalah lima manfaat kalau kita
menjalankan konsep kualitas dengan baik
berikutnya kita masuk tentang
perencanaan produk dalam perencanaan
produk ada beberapa tahap-tahapannya ada
4 yang pertama yaitu survei kebutuhan
atau keinginan konsumen dengan
menggunakan QFD atau quality function
deployment dengan cara membandingkan
dengan produk pesaing kemudian langkah
yang kedua yaitu menghasilkan vioshie
atau Voice of customer dan langkah yang
ketiga adalah diterjemahkan ke
spesifikasi teknik terakhir langkah ke 4
hal itu diwujudkan menjadi sebuah produk
sesuai dengan masukan dari konsumen Nah
itu adalah tahap perencanaan produk
selanjutnya kita masuk ke pengendalian
kualitas kapan aja sih kita melakukan
proses pengendalian kualitas andharna
waktu pengendalian kualitas yang pertama
yaitu incoming inspection yaitu
pemeriksaan ketika produk diterima dari
pemasok atau dari proses transformasi
sebelumnya yang kedua adalah inproses
inspection yaitu pemeriksaan ketika
produk diolah menjadi produk dengan
nilai tambah bagi konsumen kemudian yang
ketiga yaitu final inspection merupakan
pemeriksaan ketika produk jadi selesai
berikutnya adalah reward dan rius
maksudnya adalah pemeriksaan ketika
produk yang tidak berkualitas diolah
kembali dan yang kelima downgrade ini
pemeriksaan ketika proses transformasi
menjadi produk yang tidak berkualitas
tetapi tingkat
katanya masih bisa ditoleransi sehingga
produk bisa dijual kepada target
konsumen lain kemudian yang terakhir
adalah recycle yaitu mengirimkan produk
kembali ke produsen atau ke proses
transformasi lain untuk didaur ulang nah
ini adalah 6 waktu proses pengendalian
kualitas yang bisa dilakukan oleh sebuah
perusahaan Oke sudah paham ya semuanya
kalau sudah paham sampai di sini dulu
perkuliahan kita kali ini mohon maaf
kalau ada kesalahan Thanks for watching
and see you next time
[Musik]
yo yo
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