🇬🇧 Session 02: TQM & Customer Focus
1. TQM: It’s Not a Department, It’s a Culture
Total Quality Management (TQM) means:
- Total: Everyone is involved (CEO, Manager, Driver, Janitor).
- Quality: Meeting customer needs consistently.
- Management: A strategy, not just rules.
Wrong mindset: “I just make the product, QC will check it later.”
TQM mindset: “I will not pass defects to the next process.”
2. Who Is the Customer? (Internal vs External)
In TQM, customers are not only buyers (external),
but also the next process in the workflow (internal).
The rule: “The next process is your customer.”
- Restaurant example:
The chef’s customer is the waiter. Dirty plates mean failure to the internal customer.
3. Kaizen: The Power of 1% Better Every Day
Kaizen means continuous improvement through small, consistent steps.
If you improve just 1% every day, in one year you become:
(1.01)365 = 37.8 times better
4. Benchmarking: Learn from the Best
Benchmarking means learning from the best performers,
even from different industries.
Classic case: Southwest Airlines studied Formula 1 pit crews
to reduce aircraft turnaround time from 40 minutes to about 12 minutes.
5. Video: What Is Kaizen?
6. AI & Customer Focus
In the past, companies relied on suggestion boxes.
Today (AI Sentiment Analysis):
- AI reads reviews and social media in real time.
- Managers immediately know what customers like or complain about.
- Benefit: Faster and more accurate customer insight.
🇮🇩 Sesi 02: TQM & Fokus Pelanggan
1. TQM: Bukan Departemen, tapi Budaya
Total Quality Management (TQM) berarti:
- Total: Semua orang terlibat.
- Kualitas: Konsisten memenuhi kebutuhan pelanggan.
- Manajemen: Strategi, bukan sekadar aturan.
Pola pikir salah: “QC nanti saja.”
Pola pikir TQM: “Saya tidak meneruskan cacat ke proses berikutnya.”
2. Siapa Itu Pelanggan? (Internal vs Eksternal)
Dalam TQM, pelanggan bukan hanya pembeli (eksternal),
tetapi juga proses berikutnya (internal).
Aturannya: “Proses berikutnya adalah pelangganmu.”
- Contoh restoran:
Pelanggan internal koki adalah pelayan.
3. Kaizen: 1% Lebih Baik Setiap Hari
Kaizen adalah perbaikan kecil yang dilakukan terus-menerus.
(1.01)365 = 37,8 kali lebih baik
4. Benchmarking: Belajar dari yang Terbaik
Benchmarking berarti belajar dari praktik terbaik,
bahkan dari industri yang berbeda.
Contoh klasik: Southwest Airlines meniru pit stop Formula 1
untuk mempercepat waktu tunggu pesawat.
5. Video: Apa Itu Kaizen?
6. AI & Fokus Pelanggan
Dulu kita mengandalkan kotak saran.
Sekarang (AI Sentiment Analysis):
- AI membaca ulasan dan media sosial secara real time.
- Manajer langsung tahu apa yang disukai atau dikeluhkan pelanggan.
- Manfaat: Keputusan lebih cepat dan tepat.