A customer is anyone who is affected

by the quality of service, product, or

process.
1. External customers include ultimate users
(current and potential) and also
intermediate processors, as well as
retailers.
2. Internal customers include other divisions of a
company that are provided with
information or components for an
assembly and also departments or
persons that supply products to each
other.

These external and internal customers are

sometimes called “stakeholders”.
Delapan Dimensi Kualitas
(Garvin,1987)
1.Performance
2.Features
3.Reliability
4.Conformance
5.Durability
6.Serviceability
7.Aesthetics
8.Perceived value
 Two dimensions of quality:
features and freedom from deficiencies
Manufacturing industries Service industries
Performance Accuracy
Reliability Timeliness
Durability Completeness
Ease of use Friendliness and courtesy
Serviceability Anticipating customer needs
Esthetics Knowledge of server
Availability of options and Appearance of facilities and
expandability
Reputation personnel
Reputation
 Freedom from deficiencies
Product free of defects Service free of errors
and errors at delivery, during original and future
during use, and during service transactions
servicing

All processes free of All processes free of

rework loops, rework loops,
redundancy, and other redundancy, and other
waste waste
Features
have a major effect on sales income


Level or grade
of The quality
quality desired of
design

Increasing the quality of the design

generally leads to higher cost
Freedom from deficiencies
has a major effect on cost through
reductions in scrap, rework, complaints, and

other results of deficiencies.

Quality of conformance
Errors, defects,
failures,
off-specification

Increasing the quality of conformance usually results in lower

costs,
fewer complaints and decreased customer dissatisfaction
 PRODUCER’S PRESPECTIVE
1. QUALITY OF DESIGN
 the ability of a product as designed to satisfy or exceed
customer requirements
2. QUALITY OF CONFORMANCE
 is the term used to connote that the manufactured product
consistently upholds the requirements as set in the product
design:
 defect detection: inspection, test, and analysis of product
using statistical sampling procedures to determine the presence
of defects and to draw conclusions about the quality of an overall
process or batch. Defect detection helps ensure that the product
going to the customer is OK, but it does nothing to improve the
quality of the product.
 defect prevention: includes monitoring and controlling
process variations. The goal is to prevent defects (error-proofing
or fool-proofing procedures).

Two views of quality:
Internal view Customer-focused view
Compare product to specification Compare product to competition and
to the best

Get product accepted at inspection Provide satisfaction over product life

Prevent plant and field defects Meet customer needs on goods and
services

Concentrate on manufacturing Cover all functions

Use internal quality measures Use customer-based quality

measures

View quality as a technical issue View quality as a business issue

Efforts coordinated by quality Efforts directed by upper

manager management