1
Total Quality Management (Manajemen Mutu Terpadu) MAKALAH
Oleh: Rita Tri Yusnita
MAGISTER MANAJEMEN UNIVERSITAS SILIWANGI TASIKMALAYA
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2
2010 BAB I PENDAHULUAN
Di era era globa globalis lisas asi, i, kunc kuncii untu untuk k meni mening ngka katk tkan an daya daya saing saing perusahaan adalah kualitas. Perusahaan yang mampu menghasilkan produk (barang dan atau jasa) berkualitas yang dapat memenangkan persaingan global.
Dalam Dalam era era global globalisa isasi si dan libera liberalisa lisasi si perdag perdagang angan, an, terja terjadi di berbag berbagai ai peruba perubahan han dalam dalam hampir hampir semua semua aspek aspek,, misaln misalnya ya dalam dalam aspek ekonomi, politik, sosial budaya, teknologi, hukum, hankam, dan aspek aspek lainny lainnya. a. Berba Berbagai gai tren tren baru baru dalam dalam lingku lingkunga ngan n manuf manufak aktur tur membawa dampak terhadap kualitas.
Kelang Kelangsun sungan gan hidup hidup perusa perusaha haan an sanga sangatt tergan tergantun tung g pada pada kemampuan untuk memberi respons terhadap perubahan-perubahan tersebut secara efektif. Umumnya perubahan yang terjadi disebabkan oleh berbagai kekuatan yang ada, baik internal maupun eksternal. Ada empat empat kek kekuat uatan an ek ekste sterna rnall utama utama,, yaitu yaitu kar karak akter terist istik ik demogr demograf afi, i, kemajuan teknologi, perubahan pasar, dan tekanan sosial serta politik. Keku Ke kuat atan an inter interna nall bisa bisa dipe dipeng ngar aruh uhii oleh oleh masa masala lah h sumb sumber er daya daya manusia dan perilaku atau keputusan manajerial.
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3
Total Total Qualit Quality y Manage Managemen ment t (TQM) (TQM) merupaka merupakan n suatu suatu konsep konsep
manajeme manajemen n modern modern yang berusaha berusaha untuk merespons merespons secara tepat tepat terh terhad adap ap setia setiap p peru peruba baha han n yang yang ada, ada, baik baik yang yang dido didoro rong ng oleh oleh kekuatan eksternal maupun internal. TQM lebih berfokus pada tujuan perusahaan untuk melayani kebutuhan pelanggan dengan memasok barang dan jasa yang memiliki kualitas setinggi mungkin.
TQM merupakan paradigma baru dalam menjalankan strategi yang yang berupa berupaya ya memak memaksim simumk umkan an daya daya saing saing perusa perusahaa haan n melalu melaluii perbaika perbaikan n secara secara berkesina berkesinambung mbungan an atas atas kualitas kualitas produk, produk, sumber sumber daya manusia, proses dan lingkungan organisasi/perusahaan. organisasi/perusahaan.
Kehadiran TQM sebagai paradigma baru menuntut komitmen jangk jangka a panjan panjang g dan dan peruba perubahan han tota totall atas atas paradi paradigma gma manaj manajem emen en tradisio tradisional. nal. Perlunya Perlunya perubaha perubahan n total total dikarena dikarenakan kan cara cara menjalanka menjalankan n bisnis dengan TQM berbeda sekali dengan cara tradisional. Berd Berdas asar arka kan n
ISO ISO
Quality y 8402 8402 ( Qualit
Vocabu Vocabulary lary ), ),
manaj manajem emen en
kual kualit itas as seba sebaga gaii semu semua a ak akti tivi vita tas s dari dari fung fungsi si mana manaje jeme men n seca secara ra keseluru keseluruhan han yang menentuka menentukan n kebijaksa kebijaksanaan naan kualitas, kualitas, tujuan-tuj tujuan-tujuan uan dan tanggung jawab serta mengimplementasikannya melalui alat-alat seperti; (1) perencanaan kualitas (Quality Planning), (2) pengendalian kualitas (Quality Control), (3) jaminan kualitas (Quality Assurance), dan (4) peningkatan kualitas (Quality improvement ). ). Tanggung jawab untuk manajemen kualitas ada pada semua
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4
management ) dan punca puncak k (top management dan implem implement entas asiny inya a harus harus meliba melibatka tkan n
semua anggota organisasi.
Ada beberapa persyaratan untuk mengimplementasikan TQM menurut Goetsch (Fandy,1995:332), yaitu; komitmen manajemen puncak, komitmen atas sumbe sumberr daya daya yang yang dibut dibutuh uhkan kan, Organi teering Committee Committee, Organizat zation ion Wide Wide S teering
perencanaan dan publikasi, dan infrastruktur yang mendukung penyebarluasan dan perbaikan terus menerus.
TQM TQM telah telah dikemb dikembang angka kan n di banya banyak k negar negara a dengan dengan tujuan tujuan memb memban antu tu
orga organis nisas asii
untu untuk k
menc mencap apai ai
kine kinerj rja a
yang yang
semp sempur urna na,,
terutama dalam memberikan kepuasan pelanggan, yang berdampak terh terhad adap ap loya loyalit litas as pela pelang ngga gan n dan dan pang pangsa sa pasa pasarr yang yang lebi lebih h luas luas,, sehingga sehingga dapat dapat meningka meningkatkan tkan profitabil profitabilitas itas dengan dengan cara melakuka melakukan n perbaikan kualitas secara terus menerus. Dan semua manfaat tersebut dapat meningkatkan daya saing perusahaan untuk tetap survive.
Bebe Bebera rapa pa tulis tulisan an/m /mak akal alah ah dan dan pene penelit litia ian n meng mengen enai ai TQ TQM M pernah dilakukan, diantaranya: diantaranya: 1. Fitr Fitria ia Hanu Hanum, m, tahu tahun n 2005 2005,, deng dengan an judu judull pene peneli liti tian an Eval Evalua uasi si Penerapan Total Quality Management Pada Bagian Produksi PT. Mustika
Ratu.
mem memadain dainya ya
Tujua juan pener nerapan pan
penelitian ian TQM
dan dan
ini
untu ntuk
mengetahui
menge ngetahu tahuii
manfa nfaat
penerapan TQM di PT. Mustika Ratu. Hasil penelitian menunjukkan
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5
mening meningkat katnya nya sema semanga ngatt ker kerja ja dan motiv motivas asii ka kary ryaw awan, an, serta serta meningkat meningkatnya nya kepercay kepercayaan aan konsumen konsumen terhadap terhadap produk-pr produk-produk oduk Mustika Ratu yang berpengaruh positif terhadap tingkat penjualan produk. 2. Ketut Ketut Suardh Suardhika ika Natha, Natha, tahun tahun 2008 2008,, dengan dengan judul makalah makalah Total Quality Quality Management Management Sebagai Perangkat Manajemen Baru Untuk
Optimisasi. Dalam simpulannya bahwa pendekatan Total Quality Management adalah salah satu upaya untuk meraih nilai yang
optima optimall dengan dengan meliba melibatka tkan n ke kesel seluru uruhan han unsur unsur perusa perusahaa haan, n, di bawah bawah satu satu visi visi bersa bersama ma.. Proses Proses ker kerja ja yang yang lebih lebih efekt efektif if dan efisie efisien, n, diikut diikutii oleh oleh sumber sumber daya daya manus manusia ia yang yang berko berkompe mpete ten n dengan loyalitas dan daya juang yang tinggi, akan menghasilkan peningkatan kinerja yang berujung pada kepuasan kepuasan konsumen. 3. Supriyono,
tahun
2003,
sebuah
artikel
yang
berjudul
Total Qualit Quality y Meningka Meningkatkan tkan Daya Saing Perpusta Perpustakaa kaan n Melalui Melalui Total Management . Belia Beliau u mengat mengatak akan an bahwa bahwa untuk untuk mening meningka katka tkan n
daya saing lembaga perpustakaan maka perlu perbaikan secara berkesinambungan terhadap kualitas, baik buku dan jasa layanan perpustakaan, perpustakaan, sumber daya manusia dan lingkungan lembaga. Berdasa Berdasarkan rkan uraian di atas, atas, maka maka kami kami tertarik tertarik untuk lebih memahami
konsep
dan
fungsi
TQM
dan
kami
mencoba
menuangkannya dalam bentuk makalah dengan judul “Total Quality
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6
BAB II PEMBAHASAN
2.1
Sejarah
Perkembangan
Tota To tall
Qual Qualit ity y
Mana Manage geme ment nt
(TQM) Quality Management Management (TQM)/Manajemen Perkembangan Total Quality
Mutu Terpadu pada mulanya sebagai suatu sistem perkembangan di
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7
diperhatikan oleh masyarakat, khususnya masyarakat bisnis. Namun, beberapa dari mereka merupakan pemegang kunci dalam pengenalan dan pengemban pengembangan gan konsep konsep mutu. mutu. Sejak 1980 keterliba keterlibatan tan mereka mereka dalam manajemen terpadu telah dihargai di seluruh dunia. Adapun konsep-konsep mereka tentang mutu terpadu secara garis besar dapat dikemukakan berikut ini. 1.
F.W. Taylor (1856-1915)
Seor Seoran ang g insin insinyu yurr yang yang meng mengem emba bang ngka kan n satu satu seri seri ko kons nsep ep yang yang meru merupa paka kan n
dasa dasarr
dari dari pemb pembag agia ian n
kerj ke rja a
divisi sion on of work work ). (divi
Ia
melakukan analisis dengan pendekatan gerak dan waktu ( time and motion study ) untuk pekerjaan manual dan memperoleh gelar “Bapak The Fath Father er of Scientific Scientific Management Management ). Mana Ma najem jemen en Ilmiah Ilmiah” ” (The ). Dalam Dalam
bukunya tersebut Taylor menjelaskan beberapa elemen tentang teori manajemen, manajemen, yaitu sebagai berikut: •
Setiap Setiap orang orang harus harus mempun mempunya yaii tugas tugas yang yang jelas jelas dan dan harus harus diselesaikan diselesaikan dalam satu hari
•
Peke Pekerj rjaa aan n
haru harus s
memi memili liki ki
pera perala lata tan n
yang yang
menyelesaikan menyelesaikan tugas yang menjadi bagiannya.
stan standa darr
untu untuk k
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8
2.
Shewart (1891-1967)
Seorang ahli statistik yang bekerja pada “Bell Labs” selama periode 1920 1920-19 -1930 30..
Dalam Dalam
bukuny bukunya a
The
Econ Econom omic ic
Cont Contro roll
of
Quali ualitty
Manufactu Manufactured red Products Products, diper diperole oleh h suatu suatu ko kontr ntribus ibusii yang yang meno menonjo njoll
dalam usaha untuk memperbaiki mutu barang hasil pengolahan. Dia mengatakan mengatakan bahwa variasi terjadi pada setiap segi pengolahan dan varia variasi si dapat dapat dimeng dimengert ertii melalu melaluii penggu penggunaa naan n alat alat statis statistik tik yang yang sederhana. Samplin Sampling g dan dan probab probabilit ilitas as diguna digunaka kan n untuk untuk membuat control chart untuk memudahkan para pemeriksa mutu, untuk memilih
produk mana yang memenuhi mutu dan tidak. Penemuan Shewhart sangat menarik bagi Deming dan Juran, yaitu kedua sarjana ahli dalam bidang statistik. 3.
Edward Deming
Lahir tahun 1900 dan mendapat Ph.D. pada 1972 sangat menyadari bahwa bahwa ia telah telah member memberika ikan n pelaja pelajara ran n tenta tentang ng penge pengenda ndalia lian n mutu mutu secara statistik kepada para insinyur bukan kepada para manajer yang mempunya mempunyaii wewenan wewenang g untuk memutusk memutuskan. an. Katanya Katanya “Quality is not determined on the shop floor but in the executive suite ”. Pada tahun
1950 1950 beliau beliau diunda diunda
oleh oleh “The Uni
to Jap
Scient Scientist ist
and
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9
•
Only Only mana manage gerr can can allo alloca cate te resou resourc rces es,, prov provide ide trai trainin ning g to workers, select the equipment and tools that worekers use, and provide the plant and environment necessary to achieve quality.
•
Only senior managers determine the market in which the firm will participate and what product or service will be solved.
Hal ini berarti bahwa tanpa keterlibatan pimpinan secara aktif tidak mungkin tercapai manajemen mutu terpadu (TQM). 4.
Prof. Juran
Ia mengunjungi Jepang pada tahun 1945. Di Jepang Juran membantu pimpinan Jepang di dalam menstrukturisasi industri sehingga mampu meng mengek eksp spor or prod produk uk ke pasa pasarr duni dunia. a. Ia memb memban antu tu Jepa Jepang ng untu untuk k mempr memprak aktik tikka kan n konse konsep p mutu mutu dan alat-a alat-alat lat yang yang diran dirancan cang g untuk untuk pabrik pabrik ke dalam dalam suatu suatu seri seri konse konsep p yang yang menjad menjadii dasar dasar bagi bagi suatu suatu “management process” yang terpadu. Juran mendemonstrasikan tiga proses manajerial untuk mengelola keuangan suatu organisasi yang dikenal dengan trilogy Juran, yaitu finance planning, financial control, financial improvement .
Adapun perincian trilogi itu sebagai berikut:
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10
kebut ke butuh uhan an-k -keb ebut utuh uhan an Pers Persoa oala lan n
yang yang
tela telah h
yang yang
diing diingink inkan an
dike diketa tahu huii
para para
kemu ke mudi dian an
pela pelang ngga gan. n. dipe dipeca cahk hkan an,,
misalnya mesin-mesin rusak segera diperbaiki. •
Quality improvement , yaitu suatu proses di mana mekanisme
yang yang sudah sudah mapan mapan dipert dipertaha ahanka nkan n sehingg sehingga a mutu mutu dapat dapat dica dicapa paii berk berkel elan anjut jutan an.. Hal Hal ini ini meli melipu puti ti alok alokas asii sumb sumber er-sumber sumber,, menug menugas askan kan orang orang-or -orang ang untuk untuk menye menyeles lesaik aikan an proyek proyek mutu, mutu, melat melatih ih para para kar karya yawa wan n yang yang terliba terlibatt dalam dalam proyek mutu, dan pada umumnya menetapkan suatu struktur permanen untuk mengejar mutu dan mempertahankan apa yang telah dicapai sebelumnya. Masih banyak sarjana di bidang mutu yang tidak sempat ditulis pada kesempatan ini. Yang jelas para sarjana tersebut sependapat dengan konsep “pentingnya perbaikan mutu secara terus-menerus bagi setiap produk walaupun teknik yang diajarkan berbeda-beda”. berbeda-beda”. Sejak tahun 1950-an pola pikir mengenai mutu terpadu atau TQM TQM suda sudah h munc muncul ul di dara darata tan n Ameri Amerika ka dan Jepan Jepang. g. Keban Kebangkit gkitan an Jepang dalam bidang industri terjadi setelah kekalahan perang dunia kedu
yait
dimulai dimulai denga
pemba
siste
kualitas kualitas mode
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11
sampai dengan distribusi kepada pelanggan; seterusnya berdasarkan informasi sebagai umpan balik yang dikumpulkan dari konsumen dari produk produk ide-ide ide-ide untuk menciptak menciptakan an produk baru atau atau meningkat meningkatkan kan kualitas produk lama beserta proses produksi yang ada saat ini. Terpicu Terpicu oleh pemikiran pemikiran Deming Deming maka maka tercapa tercapaii keberhas keberhasilan ilan yang dramatis dari industri Jepang dalam meningkatkan manajemen kualitas kualitas.. Jepang Jepang mempelaj mempelajari ari perusaha perusahaan-pe an-perusa rusahaan haan industri industri kelas kelas dunia dunia yang yang berh berhas asil, il, sehi sehing ngga ga meng mengha hasi silk lkan an suat suatu u ko kons nsep ep yang yang dinamakan Total Quality Management (TQM). Akhirnya Akhirnya Koji Ko Koba baya yash shi, i, sala salah h satu satu CEO CEO of NEC, NEC, diklaim sebagai orang pertama yang mempopulerkan TQM, yang dia lakukan pada saat memberikan pidato pada pemberian penghargaan Deming Prize di tahun 1974. Di Jepa Jepang ng,, TQ TQM M diran dirangk gkum um menj menjad adii empa empatt lang langka kah, h, yait yaitu u sebagai berikut. a.
Kaiz Ka izen en::
difo difok kusk uskan
pada pada
impr impro ovis visasi
pro proses
ber berke kela lan njut jutan
(continuous Improvement ) sehin sehingg gga a pros proses es yang yang terj terjad adii pada pada organisas organisasii menjadi menjadi visible (dapat (dapat diliha dilihat), t), repeatable (dapat dilakukan secara berulang-ulang), dan measurable (dapat diukur).
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12
2.2
Pengertian Total Quality Management (TQM) Management (TQM) Total Quality Management (TQM) dapat didefinisikan dari tiga
kata ka ta
yang yang
membe embent ntuk ukny nya, a,
yait yaitu u
Total
(keseluruhan),
Quality
(kualitas/derajat (kualitas/derajat keunggulan barang dan jasa), Management (tindakan, seni, cara menangani, pengendalian). American Society Society for Pengertian kualitas yang diambil dari “ American Quality Control” (Kotler: 1994) bahwa: “Qualit “Quality y is the totalit totality y of featur features es and charac character terist istics ics of a product or service that bear on its ability to satisty stated of implied needs.
Defi Defini nisi si
di
atas atas
berk berkon onot ota asi
kepa ke pada da
pela pelang ngga gan. n.
Prod Produk uk
bermutu kalau dapat memuaskan memuaskan para pelanggan yang mengkonsumsi produk tersebut.
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13
5. Durability : seberapa lama produk dapat digunakan sampai benar benar tidak dapat dipakai lagi 6. Serviceability, speed, cost, easy to repair : ada tidaknya servis center dan seberapa banyak biaya yang dikeluarkan konsumen untuk itu. 7. Esthetic: nilai keindahan dari produk, termasuk dalam definisi ini adalah tampilan fisik produk. Percieved quality quality : ke 8. Percieved kesa san n yang yang memb membek ekas as dari dari prod produk uk pada pada
pemikiran konsumen. Dalam wikipedia, Total Quality Management (TQM) dikatakan sebagai (http://id.wikipedia.o (http://id.wikipedia.org/wiki/Manajeme rg/wiki/Manajemen_kualitas_to n_kualitas_total tal): ): “Stra “Strateg tegii manaj manajeme emen n yang yang dituju ditujukan kan untuk untuk menana menanamka mkan n kesadaran kualitas pada semua proses dalam organisasi.” Sesuai dengan definisi dari ISO, bahwa TQM adalah:
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14
"Sist "Sistem em kuali kualitas tas total total dijelas dijelaska kan n sebag sebagai ai salah salah satu satu yang yang merang merangkum kum keselu keseluruh ruhan an siklus siklus ke kepua puasa san n pelang pelanggan gan dari dari interpret interpretasi asi keperluan keperluannya nya terutama terutama pada tahap tahap pemesana pemesanan, n, melalui pasokan produk atau jasa dari harga ekonominya dan pada persepsinya dari produk setelah dia telah menggunakannya sepanjang perioda waktu".
Fandy Tjipto (1996) mendefinisikan TQM sebagai berikut:
“Suatu pendekatan dalam menjalankan usaha yang mencoba untuk ntuk
memaksim ksima alka lkan
daya daya
sain saing g
organi ganisa sasi si
mela elalui lui
perbaikan terus menerus atas produk, jasa, manusia, proses dan lingkungannya” li ngkungannya”..
TQM TQM juga juga diterj diterjema emahka hkan n sebag sebagai ai pende pendeka katan tan beror berorien ienta tasi si pela pelang ngga gan n
yang yang
memp memper erke kena nalk lkan an
peru peruba baha han n
mana manaje jeme men n
yang yang
sistematik dan perbaikan terus menerus terhadap proses, produk, dan
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15
Prinsip-prinsip dalam TQM harus bersumber dari atas ke bawah dan beroperasi dari bawah ke atas bila diinginkan berjalan efektif, ini bisa dicapai bila organisasi organisasi menganut sistem desentralisasi. desentralisasi.
T M
TIM
OUTPUT KEPEMIMPINAN
PRODUK
Gambar 2.1 Struktur Pelaksanaan TQM
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16
memperhitungkan sepenuhnya aspek semangat manusia dan sistem manusia.
Pada banyak perusaha perusahaan an di Jepang, Jepang, kegiatan kegiatan pengendali pengendalian an mutu ini selalu dilaksanakan tidak saja dalam hal yang bersifat teknis ataupun pada bidang manufaktur saja, tetapi juga dilaksanakan dalam bidang bisnis, administrasi, pengendalian dan bidang-bidang lainnya.
Setiap anggota atau karyawan perusahaan, mulai dari pucuk pimpinan pimpinan hingga buruh buruh pabrik, pabrik, dilibatka dilibatkan n dengan dengan kegiatankegiatan-kegia kegiatan tan mutu tersebut. Para buruh melaksanakan kegiatan pengendalian mutu secara berkelompok yang dikenal dengan nama Gugus Kendali Mutu (GKM) atau Quality Control Cycle (QCC). Mereka berinteraksi secara aktif baik dengan rekan-rekan dalam lingkungannya maupun dengan pihak-pihak yang berada di luar perusahaan guna mencari manfaat
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17
4.
Perbaika Perbaikan n secara secara terus terus menerus menerus atas atas bisnis bisnis dan proses proses produk produksi. si.
5.
Mempe Me mperla rlakuk kukan an pemas pemasok ok sebaga sebagaii teman teman (partne (partner). r).
6.
Menet Me netap apkan kan keber keberhas hasila ilan n kiner kinerja ja pros proses. es.
Sedangka Sedangkan n Bill Creech Creech (1995) (1995) mengata mengatakan kan bahwa bahwa program program TQM TQM haru harus s memp mempun unya yaii empa empatt prin prinsi sip p bila bila ingi ingin n suks sukses es dala dalam m penerapannya, penerapannya, yaitu:
1.
Prog Progra ram m TQ TQM M haru harus s dida didasa sark rkan an pada pada ke kesa sada dara ran n ak akan an kual kualit itas as dan dan
bero berori rien enta tasi si pada pada kual kualit itas as dala dalam m
semu semua a
kegia ke giata tann nnya ya
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18
PEOPLE
Culture
CUSTOME R SUPPLIER
Communication
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19
tradisio tradisional. nal. Beberapa Beberapa kek kekuran urangan gan atau atau kesalah kesalahan an tersebut tersebut (Fandy, (Fandy, 1995:329), antara lain sebagai berikut:
1.
Berf Berfok okus us pada pada jang jangka ka pend pendek ek
2.
Cenderun Cenderung g bersif bersifat at arogan, arogan, tidak berfokus berfokus pada pelanggan pelanggan
3.
Memandang rendah kontribusi potensial karyawan
4.
Menganggap bahwa mutu yang lebih baik hanya dapat dicapai dengan biaya yang tinggi
5.
Mengutamakan bossmanship bukan leadership
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20
6.
Perm Permas asala alahan han dapat dapat dise diseles lesaik aikan an denga dengan n cepat cepat
7.
Memb Me mban antu tu ter terci cipt ptan anya ya tea team m work work
8.
Membua mbuatt
perus erusa ahaa haan
lebi lebih h
sens sensit itiv ive e
ter terhada hadap p
kebutu butuha han n
pelanggan 9.
Hubungan Hubungan antar antara a staff staff departem departemen en yang yang berbeda berbeda lebih mudah mudah
Manfaat TQM bagi customer /pelanggan /pelanggan adalah:
1.
Pela Pelang ngga gan n lebih lebih dipe diperh rhat atik ikan an
2.
Sedi Sediki kitt atau atau bahk bahkan an tida tidak k memi memili liki ki masa masala lah h deng dengan an prod produk uk
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21
Gambar 2.3 Siklus Pelaksanaan Perbaikan Terus Menerus dalam Perusahaan
Keterangan:
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22
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23
2.
Manajemen
puncak
tidak
memperhatikan
dan
tidak
mengikutsertakan karyawan 3.
Manaj Ma najem emen en puncak puncak tidak tidak bertangg bertanggung ungjaw jawab ab terhada terhadap p progra program m TQM dan penerapannya didelegasikan pada pihak lain
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24
Supaya Supaya implement implementasi asi program program TQM berjalan berjalan sesuai sesuai dengan dengan yang diharapkan, diperlukan persyaratan sebagai berikut:
1.
management ent (manajemen Komi Ko mitm tmen en yang yang ting tinggi gi dari dari top managem
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5. Infra Infrastr strukt uktur ur yang yang mendu mendukun kung g penye penyeba barlu rluas asan an dan perbai perbaika kan n terus menerus
Keseluruhan persyaratan diatas merupakan tugas awal yang
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26
1.
Create Create consta constancy ncy of purpos purpose e toward towards s improv improveme ement nt of
prod produc uctt and and serv servic ice e Cipt Ciptak akan an tuju tujuan an yang yang mant mantap ap ke arah arah
perb perbai aika kan n bara barang ng maup maupun un prod produk uk dan dan jasa jasa,, deng dengan an tuju tujuan an menjadi lebih kompetitif dan tetap dalam bisnis serta memberikan
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