Global Quality and International Quality Standards Pertemuan 5 and 6 Matakuliah: Perancangan Manajemen Mutu Tahun: 2009

Bina Nusantara University 3 Chapter 3: Global Quality and International Quality Standards Reference: S. Thomas Foster, “Managing Quality: An Integrative Approach”, Second Edition, Pearson Prentice Hall, New Jersey, 2003

Bina Nusantara University 4 Global Quality and International Quality Standards Managing Quality for the Multinational Firm (MNF) Quality Improvement: –The American Way, The Japanese Way, The European Way The Malcolm Balbrige National Quality Awards ISO 9000:2000 Are Quality Approaches Influenced by Culture Discussion Quastions

Bina Nusantara University 5 Managing Quality for the Multinational Firm (MNF) Another approach to capturing international market is GLOBALIZATION By changing their PHYSICAL ENVIRONMENT, firm locate themselves near to or far away from natural resources. The TASK ENVIRONMENT of the firm has to do with the operating structure that the firm encounters when globalizing.

Bina Nusantara University 6 Quality Improvement: The American Way –The malcom Baldrige National Quality Award –Figure 3-5, Baldrige Award Framework –Table , Baldrage Category –Figure 3-6, Baldrige Process

Bina Nusantara University 7 Quality Improvement: The Japanese Away –Deming Prize: Policy Organization and Operations Collecting and Using Information Analysis Planning for Future Education and Training Quality Assurance Quality Effects Standardization Control

Bina Nusantara University 8 Quality Improvement: Other Japanese Contributions to Quality Thought –Lean Production –Lean as a Philosophy Japanese Total Quality Control (TQC) –The Five S’s –Quality Circle –Preventive Maintenance (PM)

Bina Nusantara University 9 Quality Improvement: The European Way –ISO 9000:2000 –European Quality Awards Figure 3-7, European Quality Awards Model –Quality Management Principles Underlying ISO 9000:2000 Customer Focus Leadership Involvement of People The Process Approach A System Approach to Management Continual Improvement Factual Approach to Decision Making Mutualy Beneficial Supplier Realtionship –ISO 14001

Bina Nusantara University 10 Discussion Quastions Case 3-1: –University of Wolverhampton: Becoming an ISO 900 University Case 3-2: –Wainwright Industry: An Entirely New Pholosophy of Business Based on Customer Satisfaction and Quality