Fransiska Handoko, CHA.

, CHIA
STPBI MEM 2018 1
 WHAT …?

Essential characteristic
Superior
Above expectation
Excellent
Istimewa
KW

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 2

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 3
 Quality perspectives
1. Perfection
2. Consistency
3. Eliminating waste
4. Speed of delivery
5. Compliance with policies and procedures
6. Doing it right the first time
7. Delighting or pleasing customers
8. Total customer satisfaction and service

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 4

 •Technical Quality versus Functional Quality
–Technical quality—the core element of the good or
service.
–Functional quality—customer perception of how the
good functions or the service is delivered.

•Expectations and Perceptions

– Expectation -- Customers’ prior expectations
(generalized and specific service experiences)
– Perception – perceived of service performance that
affect satisfaction with a service.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 5
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 6
 Satisfaction =

(Perception of Performance) – (Expectation)

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 7

 Quality Management
A comprehensive, organization-wide
effort to improve the quality of
products and services, applicable to
all organizations.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 8
 • Quality Management is focused not only on
product and service quality but also how to
achieve it
• Quality Management uses quality assurance
and control of processes to achieve
consistent quality
• Quality management is a process whereby
people move to reach the goal

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 9

 Why Quality?
• Competition
Today’s market demand high quality products at low
cost. Having `high quality’ reputation is not enough!
Internal cost of maintaining the reputation should be
less.
• Changing customer
The new customer is not only commanding priority based
on volume but is more demanding about the “quality
system.
• Changing product mix
The shift from low volume, high price to high volume,
low price have resulted in a need to reduce the internal
cause of poor quality.
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 10
 Quality Management
The objective of Quality Management is to
ensure that an organization or product is
consistent (continuous quality
improvement)
1.Quality planning
2.Quality control
3.Quality assurance
4.Quality improvement
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 11
STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 12
 Until Next Week

STPBI MEM 2018 Fransiska Handoko, CHA., CHIA 13