1. Modul ke: Fakultas Program Studi TQM: Main Concepts & Principle Definition of TQM Impotance TQM in manufacturing TQM principle Zulfa Fitri Ikatrinasari, Dr. 03 Ekonomi dan Bisnis Manajemen

2. Total Quality Management – A set of management principles that focus on quality improvement as the driving force in all functional areas and at all levels in company Quality Management Systems – System to achieve customer satisfaction that complements other company systems TQM and QMS

3. 1. 1.Customer defines quality  Cust. satisfaction is the top priority 2. 2.Top management must provide the leadership for quality 3. 3.Quality is strategic issue and requires strategic plan 4. 4.Quality is responsibility of every employee at every level 5. 5.All function of the company must focus on Kaizen  continuous quality improvement 6. 6.Quality problem solved by cooperation employee & management 7. 7.Problem solving & Kaizen use SQC method 8. 8.Training and education of all employee is the basis for Kaizen Principles of TQM

4. TQM and QMSs TQM and QMSs – serve to achieve customer satisfaction Partnering Partnering – a relationship between a company and its supplier based on mutual quality standards Measuring customer satisfaction Measuring customer satisfaction – important component of any QMS – customer surveys, telephone interviews Focus of Quality Management— Customers

5. Participative problem solving Participative problem solving – employees involved in quality-management – every employee has undergone extensive training to provide quality service to Disney’s guests Kaizen Kaizen – involves everyone in process of continuous improvement Role of Employees in Quality Improvement

6. Quality circle Quality circle – group of workers and supervisors from same area who address quality problems Process/Quality improvement teams (QITs) Process/Quality improvement teams (QITs) – focus attention on business processes rather than separate company functions Quality Circles and QITs Presentation Implementation Monitoring Solution Problem results Problem Analysis Cause and effect Data collection and analysis Problem Identification List alternatives Consensus Brainstorming Training Group processes Data collection Problem analysis Organization 8-10 members Same area Supervisor/moderator

7. Total Quality in Organization

8. Quality in Manufacturing

11. Terima Kasih Zulfa Fitri Ikatrinasari, Dr.