MANAJEMEN MUTU 02 - Pengertian, Sistem, Prinsip, Tahapan dan Komponen Manajemen Mutu - Bowo Irianto

Summary

The video focuses on Quality Management, explaining key concepts such as Total Quality Management (TQM), Quality Management Systems (QMS), and ISO standards. It covers principles of integrated quality management, including customer focus, leadership, continuous improvement, and evidence-based decision making. The presentation also discusses the stages of quality management, from design and implementation to evaluation, emphasizing the importance of planning, assurance, control, and continuous improvement in achieving quality outcomes. The material is aimed at equipping individuals with the knowledge to implement effective quality management in organizations.

Takeaways

• 😀 Management quality refers to the process of managing the quality of products or services provided by an organization, aiming to ensure consistent quality and customer satisfaction.
• 😀 Total Quality Management (TQM) focuses on the integrated management of all organizational elements to achieve high-quality outcomes.
• 😀 Public sector organizations, despite offering services, also need to focus on service quality for national progress, with laws like Indonesia's Law No. 25 of 2009 on public services.
• 😀 Quality Management Systems (QMS), such as ISO standards, help organizations meet customer needs and improve product/service quality by establishing formal procedures.
• 😀 ISO 9000 standards are among the most widely applied QMS standards globally, helping organizations, including government agencies, certify quality assurance in specific fields.
• 😀 The definition of QMS involves systematic procedures to ensure the conformity of products and services to customer specifications, focusing on customer satisfaction and continuous improvement.
• 😀 Key principles of TQM include customer satisfaction, respect for individuals, fact-based management, and continuous improvement.
• 😀 The ISO 9001:2015 standard highlights seven essential principles, including customer focus, leadership, engagement of people, process approach, improvement, evidence-based decisions, and relationship management.
• 😀 The stages of implementing a QMS include planning (identifying goals, mapping processes, and adopting standards), execution (developing action plans and implementing them), and assessment (internal evaluation and improvements).
• 😀 To minimize barriers to effective quality management, it is crucial to ensure infrastructure availability, proper training, clear performance indicators, and effective communication across all parties involved.

Q & A

What is Total Quality Management (TQM) in the context of this training?

Total Quality Management (TQM) is a management process aimed at ensuring the quality of products or services by focusing on continuous improvement and involving all members of the organization. It integrates all elements of the organization to achieve quality standards.

What is the significance of public service quality in Indonesia according to the script?

Public service quality in Indonesia is critical as it impacts the progress of the nation. The script mentions laws like the Public Service Law No. 25 of 2009 and the Minimum Service Standards Regulation No. 2 of 2018, which require government units to create and implement service standards as benchmarks for quality.

What are the key components of a Quality Management System (QMS) as outlined in the script?

A Quality Management System (QMS) involves procedures to ensure the consistency and quality of a product or service. The system is designed to improve customer satisfaction and enable continuous improvement, focusing on meeting the needs and requirements of customers and stakeholders.

What are the four principles of Integrated Quality Management according to Handler and Brunel?

The four principles of Integrated Quality Management are: 1) Customer satisfaction, 2) Respect for individuals, 3) Management based on facts, and 4) Continuous improvement.

How many principles of Integrated Quality Management does ISO 9001:2015 outline, and what are they?

ISO 9001:2015 outlines seven principles of Integrated Quality Management: 1) Customer focus, 2) Leadership, 3) Engagement of people, 4) Process approach, 5) Improvement, 6) Evidence-based decision making, and 7) Relationship management.

What are the stages involved in building a Quality Management System as per ISO 9000?

The stages involved in building a Quality Management System (QMS) according to ISO 9000 are: 1) Design phase, 2) Implementation phase, and 3) Evaluation phase.

What does the Design phase of the Quality Management System entail?

The Design phase of the QMS involves identifying and setting goals, gathering relevant standard information, mapping processes, adopting specific standards, identifying gaps between existing systems and standards, and determining required actions to address these gaps.

What is the role of the Evaluation phase in the Quality Management System?

The Evaluation phase is focused on performing internal assessments to check the implementation and compliance with the chosen standards. It ensures that necessary improvements are identified and implemented to meet the desired quality levels.

What are the main components of Quality Management mentioned in the script?

The main components of Quality Management include: 1) Quality planning, 2) Quality assurance, 3) Quality control, and 4) Quality improvement.

How does the script describe the importance of building relationships with stakeholders in Quality Management?

The script emphasizes that effective relationship management is crucial for maintaining strong connections with stakeholders, including suppliers. Managing relationships well helps ensure mutual benefit and alignment with organizational goals, which is one of the key principles of ISO 9001:2015.