10 DEFINITION OF QUALITYDosen : Prof. Ir. Syamsir Abduh, MM. Ph.D

Disusun oleh : Yosephina Purba

Tugas Individu

Trisakti International Business School (TIBS)

1. Quality according to W. Edward Deming (Out of the Crisis)

• Quality can be defined only in terms of the agent. Who is the judge of quality? In the mind of the production workers, he produces quality if he can take pride in his work. Poor quality, to him, means loss of business and perhaps his job.

Source : Foster, Thomas R. (2004). Managing Quality; An integrated approach. second edition.

2. Quality according to Ishikawa (2011)

• Ishikawa’s Definition of Quality • Any discussion of the Japanese quality gurus must

include Kaoru Ishikawa. Ishikawa defines quality as follows: (1) quality and customer satisfaction are the same thing and (2) quality is a broad concept that goes beyond just product quality to also include the quality of people, processes, and every other aspect of the organization.

• Source: www.businessballs.com/ retrieved on January 15, 2011.

3. Quality according to David L. Goetsch and Stanley Davis (2014)• Quality is a dynamic state associated with products,

services, people, processes, and environments that meets or exceeds expectations and helps produce superior value.

4. Quality according to ISO 9000• "The totality of features and characteristics of a product or service that

bear on its ability to satisfy stated or implied needs”

• In simpler words, one can say that a product has good quality when it "complies with the requirements specified by the client". When projected on analytical work, quality can be defined as "delivery of reliable information within an agreed span of time under agreed conditions, at agreed costs, and with necessary aftercare". The "agreed conditions" should include a specification as to the precision and accuracy of the data which is directly related to "fitness of use" and which may differ for different applications. Yet, in many cases the reliability of data is not questioned and the request for specifications omitted.

• Source: http://www.fao.org/docrep/w7295e/w7295e03.htm

5. Quality according to ISO 8402 - 1986

6. Quality according to Philip Bayard Crosby (1979)

1. Quality means conformance to requirements, not goodness.2. Quality is achieved by prevention, not appraisal.3. Quality has a performance standard of Zero Defects, not acceptable quality levels.4. Quality is measured by the Price of Nonconformance™

Inti dari filosofi kualitas oleh Crosby adalah prevention yang sehingga “ zero defect” dapat terlaksana.

Source : http://www.philipcrosby.com/25years/crosby.html

7. Quality according to Feigenbaum• Q: What is your working definition of quality?• Feigenbaum: Quality is what the user, the customer, says it

is. That, I think, is the critical starting point. It sounds simplistic, but it's anything but that. If you look at the American companies, or the world companies that succeeded during this economic crucible we've just come through versus those that had a very rough time, you will find the common denominator is their deep understanding of this concept.

• Source : Interview with Dr. Armand Feigenbaum in http://www.industryweek.com/quality/dr-armand-feigenbaum-managing-quality-part-1

8. Quality according to Robbins & Coulter (2012)

Quality is the ability of a product or service to reliably do what it is supposed to do and to satisfy customer expectations.

Source : Robbins & Coulter ( 2012). Management. 11th edition. Pearson; New Jersey. page 527

9. Quality according to O.S Wilton (1994)• Quality is the totality of features and characteristic of a

product or service that bears on its ability to satisfy stated or implied needs (ISO 8402-1986)

• Source : Wilton, O.S. (1994). The Quality System Development Handbook with ISO 9002. Prentice Hall;

Quality according to Juran (1950)• Juran views the pursuit of quality on two levels; (1) the

mission of the firm as a whole is to achieve high product quality and (2) the mission of each individual department in the firm is to achieve high production quality

• Juran defined quality as “fitness for use”, meaning broken down into four categories

• quality of design; focuses on market research, the product concept and design specifications

• quality of conformance; technology, manpower, management• availability; focuses on reliability, maintainability and logistical

support• field service; promptness, competence and integrity

My Point of View (1)• Menurut saya, yang memberikan pengertian kualitas yang paling baik

adalah definisi kualitas menurut: ISO 9000• "The totality of features and characteristics of a product or service that

bear on its ability to satisfy stated or implied needs”

• Karena dari pengertian diatas disimpulkan bahwa produk/ service yang berkualitas adalah yang mampu mendeliver yang dijanjikan seperti yang diminta dan disepakati dengan client (baik yang tersurat maupun tersirat), pada harga yang disepakati, pada waktu yang disepakati dan dalam kondisi yang disepakati, dan apabila ada perlu maintenance after sales maka itu juga harus mampu di deliver dengan baik.

• Dari sisi waktu yang dinamis sebenarnya sudah tercover dalam definisi diatas, karena stated dan implied need customer tentunya termasuk dimensi waktu juga

My Point of View (2)

• Alasan yang lain mengapa saya memilih definisi Kualitas menurut ISO 9000, adalah karena ketidakmampuan perusahaan dalam mendeliver produk/ jasa yang memenuhi kesepakatan dengan pelanggan (stated dan implied needs) akan berakibat kepada Quality Cost. Quality Cost adalah biaya yang ditimbulkan akibat tidak mampu mendelivery produk/ jasa dibawah standard atau seperti yang dipersyaratkan

My Point of View (3)Definisi ini juga memberikan pandangan bahwa satu-satunya hal yang penting bagi perusahaan adalah pemenuhan kepuasan pelanggan akan produk yang memenuhi karakteristik yang dipersyaratkan maupun yang tersirat , karena tanpa adanya pelanggan maka tidak akan ada bisnis. Dengan demikian perusahaan harus tahu, memahami dan melaksanakan upaya untuk mencapai harapan mereka.

Dengan seluruh alasan yang dijelaskan di atas, hal ini mencakup semua kriteria dasar sebagai dasar dari definisi kualitas yang baik yang pada akhirnya akan mampu bertindak sebagai pedoman untuk perbaikan yang lebih baik, tidak hanya di waktu sekarang, tetapi juga di masa depan.