Apa Itu Kualiti?

Dalam The Oxford Dictionary of Current English, kualiti diertikan sebagai kecemerlangan, keunggulan, ketinggian nilai dan mutu. Dalam kalangan tokoh-tokoh kualiti (quality gurus) pula kualiti dirujuk sebagai produk atau perkhidmatan yang ada ciri-ciri komersil (Shewhart), memenuhi kehendak pelanggan (Crosby, Ishikawa, Deming dan Feigenbaum), sesuai untuk kegunaan (Juran), berdaya saing (Ishikawa), tanpa kecacatan (Crosby dan Shingo) dan menghampiri kesempurnaan (Shingo dan Taguchi). Secara ringkasnya, kualiti menurut pentakrifan konvensional ialah sesuatu yang dipandang baik. Ukuran baik tersebut pula dilihat dari sudut kebolehniagaan. Ini bermakna sesuatu produk itu dikatakan berkualiti apabila ia ada nilai-nilai komersil, sesuai dengan kemahuan pelanggan, kompetitif dan tidak mempunyai sebarang cela sehingga ia dapat diniagakan dan mendatangkan keuntungan kepada pihak yang menghasilkannya. Begitu juga dalam penawaran perkhidmatan. Perkhidmatan yang berkualiti bermaksud mendengar, memberi respons dan melakukan sebarang bentuk usaha untuk memenuhi kehendak pelanggan sehinggalah pelanggan benar-benar berpuas hati. Tujuannya juga masih sama iaitu memperolehi keuntungan menerusi kepuasan pelanggan. Manakala pekerja yang berkualiti pula dikaitkan dengan tingkat produktiviti yang tinggi sehingga dapat membantu meningkatkan pendapatan dan keuntungan yang menjadi matlamat institusi dan syarikat. Persoalannya, apakah pengukuran kualiti sedemikian benar-benar mencukupi untuk menjadikan sesuatu produk, perkhidmatan bahkan kakitangan sebagai yang terbaik, cemerlang dan unggul?

APA ITU KUALITI?

APA ITU KUALITI

Pengurusan bermaksud penggunaan sumber secara berkesan untuk mencapai matlamat organisasi.

Kualiti pula didefinisikan sebagai:

Sesuai untuk tujuan atau penggunaan (Joseph Juran, 1988)
Ditentukan oleh pelanggan (W.Edwards Deming)
Mematuhi syarat (Philip Crosby, 1979)

Pada tahun 1992 Deming telah meluaskan definisi kualitinya sebagai berikut:

"Kualiti bererti membuatkan setiap orang melaksanakan apa yang mereka telah persetujui dan mereka melaksanakannya dengan tepat pada kali pertama"

"Quality means getting everyone to do what they have agreed to do and to do it right the first time"

Contoh-contoh definisi yang lebih terperinci ialah:

"keseluruhan sifat dan ciri sesuatu keluaran atau perkhidmatan yang mempengaruhi keupayaannya untuk memuaskan keperluan yang tertera atau tersirat" (ISO 8402, 1986).

"ciri komposit keluaran dan perkhidmatan yang menyeluruh dalam pemasaran, kejuruteraan, "pembuatan, dan penyelenggaraan yang melaluinya keluaran dan perkhidmatan yang digunakan akan memenuhi jangkaan pelanggan" (Feigenbaum).

Kualiti secara umumnya bermaksud memenuhi kehendak pelanggan,  samada pelanggan dalaman atau pelanggan luaran. Pengurusan Kualiti bermaksud menguruskan sumber dan proses untuk mencapai kepuasan pelanggan. Ini melibatkan konsep-konsep berikut:

• Mencegah kewujudan masalah lebih diutamakan dari membaiki
• Mengurangkan ketidak-akuran memenuhi standard untuk membaiki mutu barabgan
• Komitmen dari semua staff dalam organisasi, terutamanya peringkat atasan
• Dorongan untuk membaiki segala aspek secara berterusan
• Bekerja dalam pasukan untuk menyelesaikan masalah dan membuat pembaikan.
• Membuat sesuatu dengan betul pada kali pertama
• Membuat keputusan untuk jangkamasa panjang, bukannya jangka masa pendek.

Deming percaya bahawa kualiti tidak boleh didefinisikan.  Seseorang itu hanya tahu bila dia mengalami dan mengukur pembaikan yang dilakukan. Menurut Deming,  kualiti ialah sasaran yang bergerak yang berubah mengikut keperluan yang sentiasa berubah. Usaha untuk mencapai kualiti adalah penting.  Cabaran utama ialah bagaimana pengurus dan penyelia dapat mendorong berusaha secara kolektif untuk mencapai sesuatu matlamat dalam peningkatan kualiti.

Basic Tools for Process Improvement

Below is a list of Basic Tools for Process Improvement. I use these tools when applying the PDCA cycle. What's PDCA?

Plan: Identify the problem or the issue. Perceive the final outcome. Gather the data.

Do: Conduct the action. Make the improvements. Implement the changes

Check: Review the actions, improvements and changes. Are they all positive? Were there any negative consequences?

Act: Document the improvements. Lock in the changes. If there were any negatives, conduct the planning process again.

Quality assurance and engineering professionals use these tools to drive continuous improvement within the organization. These methods include the six sigma tools.

QUALITY Gurus

Deming - "Non faulty System" - Out of Crisis

Juran - "Fitness for Use" - QC Handbook

Crosby - " Conformance to Requirement" - Quality is Free

What is QUALITY?

QUALITY is not something you do;

QUALITY is the way you do things!!

Adding "Risk Management" to ISO 9001: what do you think?

Hahaha, few debates here, quite interesting!!

• Risk assessment or the use of ISO 31000 is not mandated as a requirement in ISO 9001:2015. What is mandated is the application of ' statutory and regulatory requirements', re: applicable laws. In itself, these laws are in fact risk treatments for significant risks that needed to be legalized to ensure protection of personnel and the environment, which may leave 14001 and 18001 irrelevant. In this regard, a holistic risk matrix will best serves all the disciplines in the operations. This leads to an integration of the operational disciplines - a single management system. 

  
  
•  Senior Lead Auditor en SGS
  
  

  I'm not sure that Risk Based Thinking has more or less the same focus that Preventive Action in 9001:2008. The focus of PAs is to avoid potential non conformities. ISO 9000 determinates NC as a requirement non accomplished, so ISO 9001:2008 stablishes in 1.1.a), the provision of products (services) satisfying customer's requirement.
  So, PA point only to NCs related to product/services but Risk Based Thinking points to all, which is a broader vision.
  
  Regards.

  
  
• Process Quality Consultant,ITIL

  
  

  Yes. It should be. That is one of the main thing which is missing in the ISO 9001. Adding risk management will help many industries streamline their risk management process using ISO 9001 and it will allow them to effectively manage their process without implementing separate standard for risk management. 

  
  
• Managing Director, Swiss Advantage Systems (Pvt) Ltd, Business Process Re-engineer, Quality Systems Auditor

  
  

  Yes, risk assessment is going to be very much part of the new ISO 9001 : 2015. We are planning to use the FMEA tool for our clients. Any advice ? 

  
  

  Risk based think is preventive because by assessing the risk, the potential for a non-conformance is addressed.

  
  
• To avoid the risks mentioned by Terry and Karthikeyan a holistic Risk Matrix is to be applied. Malik ISO 31000 from memory informs of 20 methods oo risk analysis. I personally prefer 'what if' utilizing a holistic risk matrix.

• VP Operations at Oxebridge Quality Resources International LLC

  
  

  As has been mentioned above, the problem with this new "risk based thinking" is that it will have people running to FMEA and risk matrices. These last few posts prove that yet again.
  
  The post was originally put up in 2012. WE have since learned that NO, "risk management" is not included in the standard, but instead "risk based thinking" which ISO has said is NOT risk management. But I cannot edit the post, so we are stuck with the error in the original question.
  
  RBT is not FMEA and not risk matrices. Those do not work for the broad spectrum of companies, in all industries, and over all processes. An area where risk assessment may be performed is in the selection of suppliers: how do you apply an FMEA to supplier selection? Answer: you don't, you use an entirely different too.
  
  People must be cautious about recommending only what they know about risk management, and instead learn all the tools and approaches. FMEA and risk matrices are very limited in their usefulness.

  
  
• Thanks for the differentiation. Appreciate. However, I refer you to a webinar by IRCA which speaks to 'a single management system 
• 
  
  It will be interesting on how to attain a single management system, without assessing the risk to persons and the environment. 

   
• Director en Asesoría en Calidad Integrada a su Negocio

  
  

  In think, it is necessary to include the concept of risk in any management system, because many companies are just concern in not loosing their certification not in cover customer needs or focusing in provide the best product to the market, nooo just sales and sales no matter if they have to pay a lot of money in guaranty services, no matter if they increase the cost of production, no matter if they are producing products with defects, nooo just sales and sales and sales.
  
  Also many companies are focusing just in cover the requirements of a standard and that's it. Ask them how many noises they have in their systems!! maybe they don't know!!
  
  In other fields like Financial, they are forced to use risk management approach, why not in ISO 9001 or others?, at the end it will be many groups receiving the benefits, the customers between them.
  
  Christopher Paris, I don't believe ISO 19011 is just a 'program' (it's the people who apply it just as a program but that's not the real intentions of the standard) but this is a topic for another debate.

Is prevention no more relevant?

Is prevention no more relevant?

Dr. M. Rouzbeh General Secretary at Iranian Society for Quality

ISO/DIS 9001:2015 is to remove the requirement for preventive action clause as explained in its A.4. Does it mean that a QMS is no longer about prevention, as some people want us to believe? If that was the case, why is that the standard specifies the followings among others:
Clause 6.1 b) prevent, or reduce, undesired effects of processes in 4.1 & 4.2,
Clause 8.7 prevent unintended use or delivery of product & service,
Clause 10.1 improve processes to prevent nonconformities.
I don't reckon prevention is no more relevant. What do you think?

Tuntutan permuafakatan

Tuntutan permuafakatan dalam segala urusan adalah dituntut dalam Islam. Allah mewajibkan umat Islam mengadakan permesyuaratan sesama mereka sebelum dan semasa melakukan sesuatu perkara. Kaedah ini merupakan penghormatan dan kemudahan kepada umat manusia bagi menjamin kestabilan, keutuhan dan keharmonian serta mengelak konflik yang sering berlaku di kalangan manusia. Firman Allah:




“…Dan pohonkanlah ampun bagi mereka, dan juga bermesyuaratlah dengan mereka dalam urusan (peperangan dan hal-hal keduniaan) itu. Kemudian apabila engkau telah berazam (sesudah bermesyuarat, untuk membuat sesuatu) maka bertawakallah kepada Allah, sesungguhnya Allah mengasihi orang-orang yang bertawakal kepadaNya”.
(Surah Ali ‘Imran, 3:159)