The tight competition in the era of globalization lead to a mutual company racing to get consumers as much as possible with a wide range of resources, on the other hand cannot be denied that consumers increasingly selective in choosing a product the goods/Services of interest.
Not only is enough to give you the best service quality in achieving what is called customer satisfaction but the quality of the goods/services offered should also be able to provide quality assurance, so inevitably in order able to meet the demand the consumer application of the system of quality management was apparently unavoidable again.
Before it came to the quality management system:
What is the definition of quality is that?
According to some experts, the definition of quality is:
Philip b. Crosby
Quality is compliance against the requirements (conformance to requirement of specification), such as a clock or waterproof shoes are durable. Crosby's approach is top-down process.
W. Edwards Deming
's quality is a problem-solving to reach Consummation continually. Deming approach is bottom-up.
Joseph m. Juran suggested
the quality is conformance with the use of (fitness for use), such as shoes designed for sports. Juran suggested approach is orientation on the fulfillment of customer expectations.
Westinghouse
Quality is the performance of work which can fulfill customer wishes quickly and precisely. Quality according to ISO 9000:2000 is the degree or level of characteristics inherent in the products that fulfill the requirements or desire.
Conventionally the quality usually described the characteristics of a product directly, such as performance, reliability, ease of use, aesthetics, and so on. Strategic definition stated that quality is everything that is able to meet the wishes or needs of the customer.
Understanding Of Quality Management System
Quality management system (QMS) is a set of documented procedures and standard practices for management system that aims to ensure the appropriateness of a process and a product (goods and or service) to the needs or specific requirements. Needs or requirements that are specified or specified by the customer and the organization.
Quality management system defines how organizations implement quality management practices consistently to meet the needs of customers and markets.
There are some common characteristics of the quality management system, such as the following:
- Quality management system covers a broad scope of activities in modern organizations. Quality can be defined through five main approaches, such as the following: transcendent quality that is an ideal condition towards excellence; product-based quality a quality product that meets attributes; user based quality. suitability or appropriateness in the use of the product; manufacturing-based quality i.e. compliance against standard requirements; value based quality i.e. the degree of excellence at a competitive price level.
- Quality management system focuses on the consistency of the work process. This often includes some level of documentation against the standards of work.
- Quality management system based on error prevention so that are proactive, rather than reactive nature of the error detection. Worthy also acknowledged that many of the quality management system will not be fully effective at prevention, so that the quality management system must also be based on corrective measures to the problems found. In connection with this, the quality management system is a closed loop system that includes detection, correlation, and feedback. The largest proportion should be directed at the prevention of errors since the early stages.
- Quality management system includes the following elements: objectives (objectives), customer (customer), results (outputs), processes (processes), inputs (inputs), suppliers (suppliers), and measurements to feedback and feed forward (measurement for feedback and feed forward).
Stages of implementation of the quality management system
There are several stages in implementing a quality management system, such as the following:
- Decided to adopt a standard of quality management system that will be applied.
- Establish a commitment at the level of senior leaders of the organization
- Set up a working group or Committee influence that consists of managers-senior managers.
- Assigning Deputy management (management representative).
- Specify the goals and implementation of the quality system.
- Review quality management system now.
- Define the organization structure and responsibilities.
- Create awareness of quality (quality awareness) at all levels in the organization.
- Develop a review of quality management system in the quality manual (guide book).
- Agree that the functions and activities are controlled by the procedures.
- Documenting the activities detailed in the operational procedures or procedure detail.
- Introduce documentation.
- Assign the employee participation and training in the system.
- Review and audit quality management system.
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