Quality-process-

control
 Food product
Perceived
“Living” Wide
Perishable by
product variation
consumer
over time, individual
enzyme,
materials types, taste,
metabolism,
batch, experience,

microbial handlers, emotion,

product
growth sources behaviour
 The nature of food industry

Mass Labour Different Socio-

production intensive scale, cultural
– effective different dependent
cost ingredient
interaction
 Global food production system
Market link
Supply-
demand
Economic

Policy
Group Institutional Cultural
commodity
Factors affecting food production system

Social Ecological
Economic Intrinsic
incentives • Soil type
• Market forces • Climate
• Policy • Water availability

Cultural influences Extrinsic

• Traditional practice • Pest & pathogens
• Individual taste • Genetic advances
• Urbanization • Allergens
• Farming practices
 QUALITY
CONTROL
FRAMEWORK
 Quality
Control
Framework
 QC Method
QFD-customer Tolerancing-
Process
Req. to Component
technical spec capability
tolerance
Product Process
Tol. Variance

Process Optimum
control-control Process
chart, design of process
setting
CC level

•Product •Process mean •DOE

Comp. •Measurement
Error

Dispatch
Indria P.
 Quality Circle
Price Adv

Cust_Driven
Market share
Quality
Customer
Value
Cust. Att &
Profit& Growth
Design

Productivity
Spec. Quality Lower cost
Lower cost of
Q
Source: Vasconcellos, 2005
Strategic planning process
Ext. cust input Int. cust input

Vision, mission, core values

Customer needs Management reviews
Financial indicators Performance measures
Competitive analysis Process measuress
Technology Internal audits

Strategic Objectives
Critical success factors

Business plan | Monthly review

Performance Mgt plans

Periodic review sessions
Gryna, 2001
QUALITY-
PROCESS-
CONTROL
 Perencanaan Pengendalian mutu
mutu (selama operasi)
DIAGRAM TRILOGI JURAN

Puncak

Perbaikan
15 Zona baru

Mutu
sporadis
pengendalian mutu

Waktu Zona awal

tunggu pengendalian
10 mutu
(menit)

0
Pelajaran yang diperoleh waktu
 Control

• Are we doing the job

correctly ??
• Detection vs prevention
Control & • Transformation process
Measurement • Management responsibility

Measure

• Quality of design
• Quality of conformance
 Quality of Design
• A measure of how well the product or service is designed
to achieve its stated purpose.
• If the quality of design is low➔ service or product will
not meet the requirements.

Specification
 Defines the product or service

Should be a comprehensive statement

of all aspects which must be present to
meet the customer’s requirements.

Specification
Must be precise ➔vital in the purchase
of materials and services for use in any
conversion process.

Should refer to published standard

 Quality of conformance to design

• Product or service achieves the specified

design.
• The customer satisfaction must be
designed into the production system.
• Inspection → end-checking : spiralling
costs and decreasing viability.
• Conformance to a design → quality
performance of the actual operations.
• The recording and analysis of information
and data
• Statistical methods must be applied for
effective interpretation.
 • The transformation of a set
of inputs, which can
include materials, actions,
methods and operations,
into desired outputs, in the
What is a form of products,
process? information, services or –
generally – results
 Focus
Process Understanding Customer need
Value created

REALITY
Define
Direction
Process
Process purpose
transformation
Common purpose
Process

measurement
action question
Improve Control
Process correction Process
analysis comparison
 Process
SUPPLIER CUSTOMER
Voice of
customer

Text Services

People Process Information

Records Paperwork

Voice of
process (SPC)
Process Example

Bhunyan, 2007. Measurement & Control

in Food Processing. Pp.12
 Open loop
• Blind operation toward
input, output & surrounding
Closed loop
Process
• Feedback / feedforward
structure manner
• Feedback → output related
to current operation
• Feedforward →
input/surrounding related to
current operation
Understanding the Process

Objectives
• To further examine the concept of process
management and improving customer satisfaction.
• To introduce a systematic approach to:
– defining customer–supplier relationships;
– defining processes;
– standardizing procedures;
– designing/modifying processes; improving
processes.
• To describe the various techniques of block
diagramming and flowcharting and to show their use
in process mapping, examination and improvement.
• To position process mapping and analysis in the
context of business process re-engineering (BPR).
Improving customer satisfaction through
process management

• An approach to improvement based on

– process alignment, starting with the organization’s mission
statement,
– analysing its critical success factors (CSFs),
– key or critical processes
• engage the people in an enduring change process. In addition to
the knowledge of the business as a whole, which will be brought
about by an understanding of the mission→CSF→process
breakdown links, certain tools, techniques, and interpersonal skills
will be required for good communication around the processes,
which are managed by the systems. These are essential for
people to identify and solve problems as teams, and form the
components of the model for TQM.
QC 2009
QC 2009
 • An approach to
improvement based on
Improving
customer – process alignment,
satisfaction starting with the
through organization’s mission
process statement,
management – analysing its critical
success factors (CSFs),
– key or critical processes
 ‘Are we doing the job correctly?’

Monitor the process and the

controls on it

What is Detection vs prevention

control?
Transformation process

Management responsibility
 Can we do the job
correctly? (capability)

Are we doing the job

Process correctly? (control)

control
Have we done the job
correctly? (quality
assurance)

Could we do the job

better? (improvement)
 PRODUCT
SPECIFICATION
 • The simplest part of
quality control program

• Three basic questions to

convert product attributes
Overview into specifications:
– What do you want to
make?
– What are you capable of
making ?
– Huw much can you afford
to spend ?
 Quality attributes of a frosted cake
Diameter

Height

Cake Frosting General

Color Thickness Weight
Aroma Color Ingredients
Texture Grain Slice Packaging
Flavor Chewiness Crumb Shelf life
Acidity Greasiness Split Shipping
Moistness Flavor Strength stability
Grain Sweetness Rigidity Sterility
Dimensions
 Listing specification
data

Specification Writing specifications

for raw material
Requirements

Should be concerned
only with those
variables that might
affect final product
quality
 Product Quality Standard

• Marketing Strategies
• Changing Technologies
• Customer satisfaction (Behaviour) :
– The product or service must
perform as expected and be
backed by guarantees.
– The product should have social
reinforcement expectations.
– The product or service should
satisfy consequential experience
expectations.
 Quality : conformance to
requirements, customer
satisfaction

Process : transformation of
input into product (output)
Summary
Control : keep it on track,
rules & improvement

Specification : guidelines
Q-P-C
THANK YOU