MANAJEMEN MUTU 01 - Sejarah, Pengertian, Kriteria dan Karakteristik Mutu - Bowo Irianto

Summary

This training session by Bowo Irianto, a Widyaiswara from BPSDM DKI Jakarta, provides an in-depth exploration of quality management. It covers the evolution of quality management, from the era of no quality to the modern era of integrated quality management. Key concepts such as the definition of quality, the characteristics or criteria of quality, and the dimensions of product quality, as outlined by experts like Ishikawa, Deming, and Juran, are discussed. The session offers valuable insights into the historical and conceptual framework of quality management, making it an essential resource for those seeking to understand this field.

Takeaways

• 😀 The script introduces the history and development of quality management, beginning from the pre-1920 era of no quality standards.
• 😀 Quality management entered the inspection era between 1920-1949, where product inspection methods were introduced to separate defective items from good ones.
• 😀 The 1930s saw the rise of quality control methods, with key figures like Dr. Walter Shewhart and Dr. Kaoru Ishikawa contributing significantly to the development of control charts and quality systems.
• 😀 From 1960-1979, quality management evolved into total quality control, focusing on product and process improvements, with contributions from Deming and Ishikawa.
• 😀 The era of Total Quality Management (TQM) began in the 1980s, focusing on continuous improvement across all sectors, including manufacturing, education, and services.
• 😀 The introduction of ISO 9000 standards in the late 1980s marked a significant milestone in quality management across industries worldwide.
• 😀 Quality is defined in various ways, such as meeting customer expectations (Ishikawa), conformance to requirements (Crosby), and fitness for use (Juran).
• 😀 Juran's five criteria for quality include technology (strength/durability), psychology (taste/status), time (reliability), contractual (guarantees), and ethics (manners/service).
• 😀 According to Garvin, there are eight dimensions of quality: performance, features, reliability, conformance, durability, serviceability, aesthetics, and fit/finish.
• 😀 The importance of understanding these key concepts—such as history, definitions, criteria, and dimensions of quality—is to ensure effective implementation of quality management systems.

Q & A

What is the primary focus of the training in this video?

The primary focus of the training is on the history and scope of quality management, covering topics such as the history of quality management, definitions of quality, criteria for quality, and the characteristics or dimensions of quality.

How does the video describe the era before 1920 in terms of quality management?

The era before 1920 is referred to as the 'era without quality,' during which there was no competition, and products and services lacked standards. The focus was on monopoly practices, with no quality controls or checks for defects.

What key development happened in the 'inspection era' (1920-1949)?

In the inspection era, methods to check products for defects began to emerge. A significant development was the introduction of control charts by Dr. Walter Shewhart in 1924, which helped separate defective products from quality goods.

What are some notable figures in the development of quality management during the period from 1930 to 1959?

Dr. Kaoru Ishikawa and Dr. Edward Deming were significant figures during this period. Ishikawa introduced the quality control system, and Deming contributed his 14 principles for management and the PDCA (Plan-Do-Check-Act) cycle.

What changes occurred in the field of quality management between 1960 and 1979?

Between 1960 and 1979, the focus shifted from quality control to quality assurance. The emphasis was on improving both processes and products, with notable contributions from Dr. Armand V. Feigenbaum and Dr. Kaoru Ishikawa, who introduced tools for quality control.

What is Total Quality Management (TQM), and when was it introduced?

Total Quality Management (TQM) is a management approach focused on continuous improvement across all areas of an organization. It was introduced in the 1990s and became widely used in various industries, including manufacturing, education, government, and services.

What was the significance of the ISO 9000 standard introduced in 1987?

The ISO 9000 standard introduced in 1987 was a major milestone in quality management, providing a formalized system for ensuring consistent quality across various sectors, including both goods and services.

According to the video, what does quality encompass according to different experts?

Experts like Ishikawa, Crosby, and Juran define quality as meeting customer expectations, conformance to requirements, and fitness for use. The video emphasizes that quality includes products, processes, workforce, and the environment, and it is dynamic, constantly evolving.

What are the five criteria or characteristics of quality mentioned by Juran?

Juran identifies five key criteria of quality: technology (strength and durability), psychology (aesthetic appeal and status), time (reliability), contractual (guarantees), and ethics (values such as courtesy, speed, and service quality).

What are the eight dimensions of quality defined by Garvin?

Garvin's eight dimensions of quality include: performance (functionality), features (product choices and development), reliability (consistent performance), form (design and precision), durability (economic lifespan), serviceability (ease of repair), aesthetics (subjective consumer values), and fit and finish (overall quality impression).