COST OF QUALITY

Ch. 11
Shift to a Service Economy

Service Industries Other

In the U.S., 55% of the workforce

is employed in service companies.
Competing in the Global
Marketplace
Foreign Operations Other

Foreign operations account

for over 30% of GEs revenues.
 PENGERTIAN MUTU
Juran (1988) : fitness for use
Sallis (1993) : fitness for purpose
Deming (1986) : the predictable degree of
uniformity and dependability, at low cost
and suited to the market
Crosby (1979) : quality is conformance to
the requirements
 Cost of quality
Adalah biaya yang timbul karena buruknya
kualitas
Berhubungan dengan dua aktivitas
- Aktivitas kontrol
- Aktivitas kegagalan
Empat kategori biaya kualitas
1. Prevention cost : biaya untuk mencegah timbulnya
kualitas produk yang buruk. Bisa merupakan kegiatan
training-training tentang kualitas, pemilihan supplier
dsb.
2. Appraisal cost merupakan biaya untuk menilai apakah
mutu sudah sesuai, misalnya testing, audit mutu,
inspeksi produk, dsb
3. Internal failure cost, biaya yang ditimbulkan karena
kegagalan internal misalnya rework, keterlambatan
pekerjaan, test ulang dsb
4. External failure cost biaya yang ditimbulkan karena
kegagalan external misalnya kehilangan pelanggan,
turunnya penjualan dsb
 Contoh Pelaporan Biaya Kualitas
JENSEN PRODUCTS
QUALITY COST REPORT
Prevention cost :
-Q training 35.000
-Reliability engineering 80.000 115.000
Appraisal Cost :
- Material inspection 20.000
- product acceptance 10.000
- Process acceptance 38.000 68.000

Internal Fairure Cost:

- Scrapt 50.000
- Rework 35.000 85.000

External Fairure Cost:

-Customer complain 25.000
-Waranty 25.000
-repair 15.000 65.000

Total 333.000
 Total Quality Management
The goal of total quality management
(TQM) is to please customers by providing
them with superior products and services.
TQM emphasizes educating, training, and
cross-training employees.
Quality improvement programs cost
money today.
The benefits usually do not occur until
later.
 Total Quality Management

Total Benefits Total Cost

Initial benefits
and costs $170 million $200 million
Additional
expected benefits 68 million

Total $238 million $200 million

 Produktivitas
Rumus : 2003 2004

Jml produk 120.000 150.000

Output diproduksi
input
Jml jam digunakan 40.000 37.500

Bahan yang 1.200.000 1.428.571

digunakan (kg)
 Just-in-Time
JIT philosophy means that the company
schedules production just in time to satisfy
needs.
Speeding up of the production process
reduces throughput time.
Throughput time is the time between
buying raw materials and selling the
finished products.