 Magister Manajemen USD News - Master of Management Sanata Dharma University (MM USD), Yogyakarta, invited Prof. Satya Prasad Chattopadhyay, Chair, Management, Marketing and Entrepreneurship Department, Kania School of Management University of Scranton, Pennsylvania to held two-days Lectures and Workshops with topics: Quality Management and Process Improvementon, on Thursday, November 24th and Creating A Successful Digital Marketing Strategy on Friday, November 25th. This event held at Video Conference Room on Realino Building of Sanata Dharma University. The event was held at 05.00 p.m until 21.00 p.m.
On the first day, after having a coffee break, all of the audience who are students and some lecturers entered the room to start the first season. First, Mr. Satya Prasad explained about Quality Management and Process Improvement. He started his presentation by explaining a little about the Ignatian. “ Of those to whom, much is given, much is expected” is a quote that he explained about. Then according to him, quality is the degree to which a commodity meets the requierements of the customer at the start of its life. Quality is also an experience of the customer. Quality philosophy has three main points of view, those are 1) meets customer requirements reliably, 2) maintains standard specifications reliably and 3) the best you can be. He cited, Peter F. Drucker “quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for”. Quality is not static. Defenition of quality can be different as a degree of excellence, conformance to requirements, totality of characteristics wchich act to satisfy a need, fitness for use, fitness for purpose, freedom from defects and delighting customers.
He explained that Measuring quality is sometimes difficult and complicated. Quality is specification driven, is measured at the beinning of life, is observable by number of rejection from customers and it is known as the ‘determinants of quality’. These are the attributes that customers look for beforre deciding and thinking about the quality of product or service. Reliability, then, is also important. Reliability is the probability that an item will function correctly when it is needed, for the period require, and in the specific environment. He said that in a manufactured product, the reliability comes from its inherent design, materials-of-construction, precision of manufacture and operating stresses received when it is used in-service. When measuring reliability, it can be based on customer satisfaction driven, measured at end of life (its functioned as required for the periods of time that is needed by the user) and observable by number of past customers that service class-outs from users.
The principle of those is UPC (understanding, predicting, controlling).There are 14 points for total quality management as follows:create constancy of purpose for improving product and services; adopt the new philosophy;cease dependence on inspection to achieve quality; end the practice of awarding business on price alone; instead, minimize, total cost by working with a single supplier; improving constantly and forever every process for planning, productions and service; institute training on the job; adopt and institute leadership; drive out fear;break down barriers between staff areas;eliminate slogans, exhortations and targets for the workforce; eliminate numerical quotas for the workforce and numerical goals for management;remove barriers that rob people of pride workmanship, and eliminate the annual rating or merit system;Institute a vigorous program of education and self-improvement for everyone; and put everybody in the company to work accomplishing the transition.
QMS (quality management system) is the cornerstone of a quality organization which is concepted as the costumer and supplier working together for the mutual benefit. A QMS can be defined as; “a set of coordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of its performance”. He related the concept of quality management with the Ignatian Pedagogy. TQM is continuous quality improvement follows from defining cycle and Jesuit pedagogy TQM systems those are mistake proof not the fool proof. There are some tools for TQM implementation, those are: Brainstorming; Affinity diagram; System diagram;Cause and effect diagram (ishikawa diagram); Flow chart; Check sheet;Histogram; Pareto diagram; Flow chart; Control chart; and Force field analysis.
Finally, we have to remember that by applying TQM or other system such as Six Sigma, it doesn’t guarantee that an organization or a company will be successful or have a good quality. Sometimes, quality control or some evaluator or rater (as ISO, etc) is bound by some personal interest or sometimes we call it as an economic or political one.
 
|
