Organization for Organization for QualityQuality

By. Henmaidi, PhD.By. Henmaidi, PhD.Industrial Engineering, Andalas University, IndonesiaIndustrial Engineering, Andalas University, Indonesia

Based on Quality Planning and Analysis by JuranBased on Quality Planning and Analysis by Juran

Evolution of Organization for Evolution of Organization for QualityQuality

1980s:1980s:4 major trends:4 major trends:

QM tasks were assigned to functional QM tasks were assigned to functional line, rather that quality departmenline, rather that quality departmen

Scope of QM was broadenScope of QM was broadenMajor expansion in the use of quality Major expansion in the use of quality

teamsteamsAuthority to make decission was Authority to make decission was

delegated to lower levelsdelegated to lower levels

Coordination of Quality Coordination of Quality activitiesactivities

Coordination of controlCoordination of control Coordination of creating changeCoordination of creating change

Parallel organization: for non routine, Parallel organization: for non routine, unusual programs of chane: exist in unusual programs of chane: exist in addition to and simultaneously with the addition to and simultaneously with the regular organizationregular organization

Example: Quality Councils, quality Example: Quality Councils, quality improvement project teams, quality improvement project teams, quality circles, bussiness process teams.circles, bussiness process teams.

Tomoorow: A company without Tomoorow: A company without wallwall

Organization by functional Organization by functional department:department:Clear responsibilitiesClear responsibilitiesEfficient within a functionEfficient within a function

But create wall between departments.But create wall between departments.

What’s about the future?What’s about the future?

Discuss!Discuss!

What are the role of:What are the role of:

Role of Upper management?Role of Upper management?Middle management?Middle management?Work forceWork forceTeamsTeams

Quality CirclesQuality Circles

Discuss: How does Quality circles Discuss: How does Quality circles work!work!

How to implement it in a service How to implement it in a service organization? Example: A universityorganization? Example: A university

Continuous ImprovementContinuous Improvement

Represents continual Represents continual improvement of process & improvement of process & customer satisfactioncustomer satisfaction

Involves all operations Involves all operations & work units& work units

Other namesOther namesKaizen (Japanese)Kaizen (Japanese)Zero-defectsZero-defectsSix sigmaSix sigma © 1984-1994 T/Maker Co.

Shewhart’s PDCA ModelShewhart’s PDCA Model

4.Act 1.Plan

3.Check 2.Do

Identify the improvement and make a plan

Test the planIs the plan working

Implement the plan

Employee EmpowermentEmployee Empowerment

Getting employees involved in Getting employees involved in product & process product & process improvementsimprovements85% of quality problems are due to 85% of quality problems are due to

process & material process & material TechniquesTechniques

Support workersSupport workersLet workers make decisionsLet workers make decisionsBuild teams & quality circlesBuild teams & quality circles

© 1995 Corel Corp.

Quality CirclesQuality Circles

Group of 6-12 employees from Group of 6-12 employees from same work areasame work area

Meet regularly to solve work-Meet regularly to solve work-related problemsrelated problems4 hours/month4 hours/month

Facilitator trains & helpsFacilitator trains & helps

with meetingswith meetings

© 1995 Corel Corp.