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Oleh: Vincent Gaspersz, Lean Six Sigma Master Black Belt
ASQ CMQ/OE, CQE, CQA, CSSBB
APICS CFPIM, CSCP
IQF Six Sigma Master Black Belt
Rab-QSA CMSP
Saya pertama kali belajar Total Quality Management (TQM) pada tahun 1988 ketika mengikuti kuliah pada program Doktor Teknik Sistem dan Manajemen Industri di Institut Teknologi Bandung (ITB). Ketika itu saya langsung menyadari bahwa bidang TQM ini akan berkembang pesat di masa-masa mendatang, karena pada suatu ketika apabila tingkat pendapatan dan kesejahteraan ekonomi TELAH meningkat, maka orang akan membeli atau mengkonsumsi produk (barang dan/atau jasa) yang berkualitas dengan harga kompetitif. Ketika 1988 internet BELUM ada di Indonesia dan belum berkembang di dunia. Pemilihan untuk bidang TQM ini HANYA berdasarkan pandangan pribadi dan perasaan semata!
Pandangan di atas terbukti BENAR setelah saya mulai bekerja di bidang bisnis dan industri pada tahun 1991, di mana ketika itu program ISO 9000 mulai sangat populer di Indonesia dan banyak orang mulai menyadari untuk membangun sistem manajemen kualitas berbasis ISO (the International Organization for Standardizations). Perkiraan saya untuk mendalami bidang TQM menjadi benar setelah saya bergabung dengan organisasi profesi kelas dunia dalam bidang kualitas, ASQ (the American Society for Quality), yang dahulu pada saat bergabung masih bernama ASQC (the American Society for Quality Control). Lihat: www.asq.org.
Saya memperoleh artikel tentang TQP (Total Quality Person) dari majalah Quality Progress yang diterbitkan pada September 1993. Majalah Quality Progress adalah majalah khusus dalam bidang kualitas yang diberikan setiap bulan secara gratis kepada anggota-anggota ASQ.
Setelah membaca artikel tentang TQP (Total Quality Person), maka saya meyakini 100%, jika seseorang mampu mentransformasikan dirinya menjadi TQP, maka probabilitas orang itu akan SUCCESS akan mendekati 100%. TQP lebih menekankan pada ATTITUDE seorang profesional dalam bidang apapun untuk berfokus pada kepuasan pelanggan melalui membangun sistem manajemen kualitas dalam diri orang itu.
Setelah mendalami bidang TQM sejak 1988, saya dapat menarik kesimpulan dan mengelompokkan beberapa orang ke dalam dua kategori berikut:
- Orang-orang yang belajar TQM hanya sebatas ilmu pengetahuan saja. Kelompok orang ini HANYA sekedar mengetahui bahwa kualitas itu penting, TETAPI tidak mampu mentransformasikan diri mereka menjadi seorang TQP (Total Quality Person).
- Orang-orang yang belajar TQM, memahami filosofi dasar dari TQM, mempraktekkan prinsip-prinsip TQM dalam kehidupan sehari-hari baik dalam bentuk Manajemen Organisasi TQM (Total Quality Management), Team (TQT = Total Quality Team), dan Individu (TQP = Total Quality Person).
Ada beberapa kata kunci dan definisi yang perlu dipahami untuk bisa mempraktekkan dan mentransformasikan prinsip-prinsip TQM ke dalam Organisasi (TQO = Total Quality Organization), Team (TQT = Total Quality Team), dan Individu (TQP = Total Quality Person), yang akan diuraikan berikut ini.
Kualitas adalah segala sesuatu yang mampu memenuhi kebutuhan pelanggan sehingga memberikan kepuasan 100% kepada pelanggan. Saya sering menggunakan terminologi: Q-MatCh yaitu: Quality is to meet agreed terms and Changes, artinya kualitas adalah memenuhi semua persyaratan yang telah disepakati bersama dan perubahan terus-menerus ke arah perbaikan/peningkatan kepuasan pelanggan melalui Continual Improvement and Innovation.
Manajemen Kualitas Total (Total Quality Management) adalah cara-cara meningkatkan kinerja secara terus-menerus (continuously performance improvement) pada setiap level operasi atau proses, dalam setiap area fungsional dari suatu organisasi, dengan menggunakan semua sumber-sumber daya yang tersedia. TQM terdiri dari perencanaan kualitas (quality planning), pengendalian kualitas (quality control), dan peningkatan kualitas (quality improvement) untuk membangun suatu sistem jaminan kualitas (quality assurance system) dari organisasi itu terhadap semua pihak yang berkepentingan, yaitu: customers and stakeholders.
Karakteristik dari TQM pada organisasi-organisasi kelas dunia (world class organization) adalah: (1) Menciptakan dan membangun Visi, Misi, dan tata nilai (values), (2) Menghilangkan hambatan mental pada manajemen dan karyawan untuk terus-menerus KREATIF dan INOVATIF, (3) Membagi pengetahuan tentang praktek-praktek terbaik (best practices) ke seluruh organisasi, (4) Membuat keputusan bersama antara manajemen dan karyawan (Top-Down and Bottom-Up Approach), (5) Mengembangkan orang-orang menjadi sumber daya manusia melalui keterlibatan aktif dalam TOPS (Team Oriented Problem Solving), dan (6) Mempraktekkan semua hal ini- Just Do It.
Jika karakteristik TQM itu dapat dipraktekkan ke dalam TEAM (Together Everyone Achieves More), maka akan terbentuk TQT (Total Quality Team) yang memiliki karakteristik: (1) Bertanggung jawab terhadap keberhasilan mencapai sasaran (goals), (2) Mendesain dan mengimplementasikan agenda pertemuan (meeting agenda) yang efektif dan efisien, (3) Menegaskan, mendokumentasikan, dan menyelesaikan masalah-masalah yang muncul, (4) Menghilangkan hambatan-hambatan untuk menjadi KREATIF dan INOVATIF agar terjadi peningkatan kinerja terus-menerus, dan (5) Menyebarluaskan hasil-hasil perbaikan kinerja berupa praktek-praktek terbaik (best practices) ke seluruh organisasi.
Tentu saja TQT (Total Quality Team) HARUS terdiri dari TQP (Total Quality Person) yang ada dalam Team itu, sehingga terjadi sinergi. Karakteristik dari seorang TQP (Total Quality Person) adalah: (1) Belajar solusi masalah terus-menerus sebagai suatu kebiasaan pribadi (personal habits), (2) Bersikap proaktif terhadap segala sesuatu yang berkaitan langsung atau tidak langsung terhadap kinerja kualitas, (3) Membangun jaringan kerja (networking), dan (4) Bekerja untuk kesepakatan win-win (win-win agreement) dalam berbagai situasi dan kondisi.
Measuring the Total Quality Level of Individuals (Total Quality Person = TQP)
By: Vincent Gaspersz, Lean Six Sigma Master Black Belt
ASQ CMQ/OE, CQE, CQA, CSSBB
APICS CFPIM, CSCP
IQF Six Sigma Master Black Belt
Rab-QSA CMSP
I learned about Total Quality Management (TQM) for the first time in 1988 when attending when attending the Doctoral program in Systems Engineering and Industrial Management at the Bandung Institute of Technology (ITB). Back then, I immediately realized that this TQM field would thrive in the future because eventually when the income levels and economic walfare would have increased, then people would buy or consume quality products (goods and/or services) with competitive prices. In 1988, Internet HAD NOT existed in Indonesia and had not developed in the world. The selection for this TQM field was ONLY based on personal views and mere feelings!
The view above proved to be true after I started working in the fields of business and industry in 1991, where then the ISO 9000 program was getting very popular in Indonesia and many people began to realize to build a quality management system based on ISO (the International Organization for Standardizations). My thought to explore TQM field proved to be right after I joined the world-class professional organization in the field of quality, ASQ (the American Society for Quality), which at the time was still called ASQC (the American Society for Quality Control). See: www.asq.org.
I receive articles about TQP (Total Quality Person ) from Quality Progress magazine published in September 1993. Quality Progress magazine is specialized magazine in the field of quality that is given every month for free to ASQ members.
After reading articles about TQP (Total Quality Person), then I believe 100% , if someone is able to transform him/herself into a TQP, then the probability of that person to be SUCCESSFUL would be close to 100%. TQP puts more emphasis on the ATTITUDE of a professional in any field to focus on customer satisfaction through building quality management system in him/herself.
After studying the field of TQM since 1988, I can draw some conclusions and categorize people into the following two categories:
- People who learn TQM limited to only knowledge alone. This group of people is JUST knowing that quality is important; BUT is unable to transform themselves to be TQPs (Total Quality Persons).
- People who learn TQM, understand the basic philosophy of TQM, practice the principles of TQM in everyday life, either in the form(s) of Organizational management TQM (Total Quality Management), Team management (TQT = Total Quality Team), and/or Individual management (TQP = Total Quality Person).
There are some keywords and definitions that must be understood in order to be able to practice and transform the principles of TQM into Organization (TQO = Total Quality Organization), Team (TQT = Total Quality Team), and Individual (TQP = Total Quality Person), which will be described below.
Quality is everything that is able to meet customer needs; thus, providing 100% satisfaction to customers. I often use the terminology: Q-MatCh, which is Quality is to meet agreed terms and Changes; this means quality is to meet all the requirements that have been agreed upon and all the continuous changes toward improving/increasing customer satisfaction through Continual Improvement and Innovation.
Total Quality Management is the ways to achieve continuously performance improvement in every operational level or process, in every functional area of an organization, by using all the available resources. TQM consists of quality planning, quality control, and quality improvement to build a quality assurance system from that organization to all its customers and stakeholders.
Characteristics of TQM in world-class organizations are: (1) Creating and developing Vision, Mission, and Values; (2) Eliminate mental barriers in employees and the management in order to constantly be CREATIVE and INNOVATIVE; (3) Sharing knowledge about best practices throughout the organization; (4) Making joint decisions between management and employees (Top-Down and Bottom-Up Approach); (5) Developing people into human resources through active involvement in TOPS (Team Oriented Problem Solving); and (6) Practicing all these things – Just Do It.
If those TQM characteristics could be practiced into TEAM (Together Everyone Achieves More), then they would form TQT (Total Quality Team) that has the following characteristics: (1) Be responsible for the success of achieving goals; (2) Designing and implementing efficient and effective meeting agenda; (3) Confirming, documenting, and solving problems that arise; (4) Eliminating barriers to be CREATIVE and INNOVATIVE so that there would be continual performance improvement; and (5) Disseminating the results of performance improvements in the form of best practices throughout the organization.
Naturally TQT (Total Quality Team) MUST consist of TQP (Total Quality Person) who exists in that Team, so that synergy happens. Characteristics of a TQP (Total Quality Person) are: (1) Continuously learning solutions to problems as personal habit, (2) Be proactive towards all things directly or indirectly related to quality performance; (3) Building networking; and (4) Working towards win-win agreement in all situations and conditions.
