FINAL PROJECT

QUALITY CONTROL ENGINEERING 2019/2020

Group : Q3

Member : Hanan Izzah Nabilah 02411640000095

Gita Sheila Nathania 02411740000065

Nurlita Yasmin Devi 02411740000122

Avenzoar Zufar Qisthauzan 02411740000177

Abdul Malik Sulaiman Said 02411740000189

INDUSTRIAL ENGINEERING DEPARTMENT

INSTITUT TEKNOLOGI SEPULUH NOPEMBER

2019
 FINAL PROJECT
QUALITY CONTROL ENGINEERING 2019/2020

A. Identification of Support Units

ITS International Office or ITS IO is a directorate in ITS responsible for
managing ITS cooperation and foreign relations. It is located in Rectorate Building 1st
Floor. It is responsible for bringing good reputation of ITS in international scale. ITS
IO conducts internationalization at home by carrying out workshops and mapping
English language skills of its students. It is also responsible for handling international
students or guests who come to ITS, promoting ITS abroad and adding, completing,
and maintaining relationships between institutions. Beside of that, ITS IO also helps
ITS civitas academics to get opportunities to study abroad, both indegree programs and
non-degrees programs.

Figure 1. 1 Organizational Chart of ITS IO

In the current management, ITS IO also recruits students to take part in the
process of accelerating internationalization at ITS, which is called ITS International
Office volunteers. There are three divisions in the volunteer of ITS IO, namely
Internationalization Development, Hospitality for International Students, and Media
 and Information Division. Internationalization Development focuses on assisting the
establishment of Internationalization atmosphere in ITS. Hospitality for International
Students Division focuses on facilitating the beginning of studies and everyday life for
international students who come to ITS. Media & Information Division focuses on
delivering the information about the information about internationalization in ITS.
The observed business process is the selection process of IO volunteers for
season 10. The first step is to promote the recruitment and open registration. The
promotion of season 10 was started in March 1st 2019 and closed in March 8th 2019. Then,
the next step is document selection. The eligibilities are status as active students of ITS
(from batch 2017 & 2018 of diploma and bachelor degree), have the willingness to
learn, able to work under pressure, and agree to follow ITS IO rules.

Document Written Interview On the Job

Promotion Project
Selection Test & LGD Training

Figure 1. 2 Sequence of ITS IO volunteers selection

For the written test, the material can be learned from share.its.ac.id for general
material and student specific material, ITS International Office website
(its.ac.id/international), iOpener (able to be accessed by typing on search bar at ITS
IO’s website). The selection process is continued with project. On project, prospective
volunteers will design and implement a project in groups with other volunteer
candidates to broaden their horizons, practice personal abilities, and strengthen
relationships between one and another volunteer candidate. Next step is Interview &
Leaderless Group Discussion (LGD). Interview & LGD test the prospective volunteer’s
understanding on certain issue and how to communicate their idea. Next step is On the
Job Training (OJT). Prospective volunteers will be equipped with skills and knowledge
that will be useful when serving as ITS International Office volunteers. Prospective
volunteers will also be involved in ongoing activities and also in ITS International
Office’s mandatory volunteer picket schedule.
The selection process is done. Assessments are carried out in each selection
process using the knockout system. However, the value obtained by prospective
volunteers who do not fail in each stage will not be lost. The value will be accumulated
at each stage of selection until the final stage.
B. Quality Policy
Determining the quality objective must be align to the vision of what the object want to
achieve, here are the vision and missions of International Office ITS.
Vision:
 As a center of cooperation development with foreign institutions.
Missions:
 Formulate and promote ITS potential in education and research.
 Develop and improve the effectiveness of overseas cooperation.
 Develop plans and prepare for international recognition.
By the vision and missions of ITS IO, we can do analysis each of the vision and mission.
From the vision, ITS IO stated that they want ITS will have a cooperation with foreign
institutions with the aim to develop ITS campus much better by the ITS IO platform
which break down into three mission. The first mission mention the first quality
objective, which is become the best place to conduct research and eduction. The second
mission stated that ITS IO wants all the cooperation run effective which will lead to the
quality of the work. The third mission mention that to maintain the quality of ITS IO
work, they need to prepare and planning every activity to reach international
recognition. From the vision and mission above we can conclude that the objective of
ITS IO drive a quality of process that they expected.

C. Quality Procedure / Manual

The quality procedures consist of many stages of process. Each process is followed and
be a responsibility of one stakeholders. The stakeholders consists of three: The
Students, ITS IO Volunter, and ITS IO Officer. The process that held along the way is
shown on a swimlane diagram below.
 Figure 1. 4 Quality Procedures Swimlane Diagram

The process start by the students who wants to join at ITS IO as volunteer. The process
then followed by the documents consists of Form and CV. The documents then received
by the Volunteer and being selected by the involvement of Officer. After certain
documents are selected as qualified to continue to next step, the process continues. The
process then followed by the written test held by the Volunteer, and the applicants
should follow the test. After passing the test, the next step is Project and LGD, the
Project and LGD is followed by the applicants and held by the Volunteers. After all of
those process is done, the last is on the job training to be followed before formally being
an ITS IO Volunteer.

D. Quality Standard
In the process of selecting new volunteer, actually the important point of success is
about how IO can recruit competent volunteer. However, as a service unit it is also important
for IO to develop the selection process program which is not confusing, thus the participant can
shows their truest capability. There are several critical quality aspect for IO as service unit for
organizing the selection process of volunteer. Those are, the completeness of information
and the reminder frequency, the punctuality of conducting the activities during the
selection process, and the duration of each stage. The completeness of the information given
by IO can affect the performance of the applicant. If the participant lacks of information about
the selection process, the applicant will have less preparation. Therefore, information such as
date of activity or all the requirements to complete the selection must be included. The
 punctuality of conducting all activities during selection stages are also important, as it reflects
the work ethic value in IO and the punctuality itself can prevent the dissatisfaction of the
applicant as the ‘customer’ in this case. The duration also become critical because it is important
to keep the timeline stay on schedule and make the duration more efficient but still sufficient
for the applicant to make the preparation in all stages.
The following table shows the detail explanation about the quality characteristic that is applied in
the selection process.

Quality Characteristic Detail quality characteristic

Completeness of information and
reminder frequency
Punctuality of activities
Duration of each stage
Completeness information about date of all activities
Detail information about the requirement that need to be
submitted or bring during the activities
Reminder frequency of closed registration
Reminder frequency of other stages
Publication time of each activities (ex: D-3 information is
posted)
Punctuality time of the start of FGD
Punctuality time of the start of interview
Duration of the open registration
Duration of the document assessment
Duration of the interview assessment
Duration of the FGD assessment
Duration of On the Job Training

After identifying the quality characteristic, the next step is to develop the quality standard based on
the current condition Below is the interview result from the customer in this process, which is the
applicant.

Quality Detail quality VOC 1 perspective on Preferences

Characteristic characteristic the actual condition
Completeness of The information is
information about date of already complete
Completeness
all activities
of information
Detail information about The information is
and reminder
the requirement that need already detail
frequency
to be submitted or bring
during the activities
 Quality Detail quality VOC 1 perspective on Preferences
Characteristic characteristic the actual condition
Reminder frequency of There are many
closed registration publication
Reminder frequency of Only two times for each
other stages stage
Publication time of each Sometimes the
activities (ex: D-3 publication is too close to
information is posted) the actual event
Waiting time until the FGD starts on time
start of FGD
During interview, the
Waiting time until the
Punctuality of start of the interview was
start of interview
activities not on time.
Waiting time until the In project presentation,
start of project the waiting time is more
presentation than 30 minutes.
The duration is enough,
Duration of the open
during that time it even
registration
got extended
Duration of the document It is not too long, as it is
assessment only 1 week.
Duration of
Duration of the interview
each stage
assessment
Duration of the FGD
assessment
Duration of On the Job
Training

Beside 5 Voice of Customer, the representative of the IO Volunteer selection process committee is
also being interviewed as the input to form the quality standard. The table below shows the interview
result from the committee:
 Quality Interview from the committee
Detail quality characteristic
Characteristic
Information about date of all
activities
Detail information about the
Completeness of requirement that need to be
information and submitted or bring during the
reminder activities
frequency Reminder frequency of closed The publication is done 15 times in
registration Instagram and Line OA.
Publication time of each activities
(ex: D-3 information is posted)
Waiting time until the start of FGD
Waiting time until the start of
Punctuality of
interview
activities
Waiting time until the start of project
presentation
Duration of the open registration is
set to be 7 days, sometimes even got
Duration of the open registration
extended if the number of applicant
Duration of each is not reaching the target yet.
stage Duration of the document assessment
Duration of the interview assessment
Duration of the FGD assessment
Duration of On the Job Training Commented [MOU1]: Yang buat dari IOnya

Based on the interview result above, hereby is the proposed quality standard for each quality
characteristic that already mentioned:

Quality Detail quality

Parameter Quality standards
Characteristic characteristic
Information about date of Yes/No
Completeness
all activities
of
Detail information about
information
the requirement that need
 Quality Detail quality
Parameter Quality standards
Characteristic characteristic
and reminder to be submitted or bring
frequency during the activities
Reminder frequency of Larger the better
closed registration
Publication time of each Larger the better
activities (ex: D-3
information is posted)
Waiting time until the Smaller the better
start of FGD
Waiting time until the Smaller the better
Punctuality
start of interview
of activities
Waiting time until the Smaller the better
start of project
presentation
Duration of the open Larger the better
registration
Duration of the document Smaller the better
assessment
Duration of Duration of the interview Smaller the better
each stage assessment
Duration of the FGD Smaller the better
assessment
Duration of On the Job
Training

E. Quality Form
(This section consists of existing form and improvement form. The intended form is the
form that is involved with the observed process. The improvement form is the existing
form that is improved by considering some items related to quality characteristics. Give
explanation about the additional items in the improvement form along with the reasons).
F. Attachments
(Pada bagian ini berisi kesimpulan dan saran praktikum mengenai praktikum)

CONTRIBUTION SHEET
Group : Q3
Assistant’s name :

No Name NRP Job Description

Hanan Izzah
1 02411640000095 Identification of Support Units
Nabilah
Gita Sheila
2 02411740000065 Quality Standard
Nathania
Nurlita Yasmin
3 02411740000122 Quality Form
Devi
Avenzoar Zufar
4 02411740000177 Quality Procedure/Manual
Qisthauzan
Abdul Malik
5 02411740000189 Quality Policy
Sulaiman Said