Stakeholders

and Quality
CHAPTER 9
Group 8
Sibilang, Gabriel
Marpaung, Sientia

PROJECT APPRAISAL, OCTOBER 14TH 2013 2

 Principles
1. Level of quality is one of the primary objectives of a Project
2. Quality is subjective. judged by each of the project stakeholders
3. Some elements of quality require conformance, others provide the
opportunity for performance, others for business improvement.

3
Learning Objectives
➔ identify various definitions of quality of product and service
➔ recognise a process for managing a basic level of quality achievement
through the concept of the quality bridge
➔ identify the benefits of improving quality performance.

4
5
Introduction
• Quality is not just tangible
• Manage the perception of stakeholders
• Manage conformance & performance
• Expectations and Perceptions

6
9.1 The Concept of Quality
and Quality Management
Main concepts:
- the product
- the process
- service quality for stakeholders

7
Definition of Quality

8
9.1 The Concept of Quality
and Quality Management

9
9.1 The Concept of Quality
and Quality Management

10
 Quality and Stakeholder
Satisfaction
Satisfaction= perception-expectation

Gap between perception and expectation

- between the actuality of customer requirements and the perceptions of
managers who try to ensure good capture of the requirements;
- between this perception of the requirements and the written specification of
the requirements of the project;
- between the specification as written and the actual product and process
delivered during the execution phase of the project;
-between that quality of service received by the customer and that which they
were led to expect from communications.
Quality Function Deployment (QFD)

11
9.2 Quality Performance and
Conformance

12
Quality Performance and
Conformance

13
 Quality Conformance
Planning
• D I G U N A K A N U N T U K M E M A S T I K A N S TA N DA R D M I N I M A L YA N G
D I T E R A P K A N U N T U K B E R B AG A I A K T I V I TA S

• P R OJ EC T M A N UA L – S A R A N A YA N G T I DA K H A N YA B E R E N C A N A
DA L A M M E N C A PA I A PA YA N G T E L A H D I AT U R DA L A M KUA L I TA S ,
TA P I J U G A M E N U N J U K A N DA N M E L A KU K A N A PA YA N G T E L A H
D I R E N C A N A K A N M E N G E N A I KUA L I TA S I T U.
 List dalam Project Manual
Introduction (Pendahuluan)
Alasan di balik proyek

Planning (Perencanaan)
Meliputi tujuan, prioritas, ruang lingkup, WBS, kemungkinan dan analisa
resiko
Merupakan dasar referensi ketika mengambil keputusan

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Execution Details (Rincian Eksekusi/Pelaksanaan)
Meliputi jadwal, tanggung jawab, prosedur yang terkait,
bentuk standard, struktur organisasi yang digunakan

Records (Pencatatan)
Waktu pertemuan yang terkait, catatan dari masalah yang
muncul dan cara mengatasi, permintaan dan pembuatan dari
perubahan, laporan status, dan kemiripan yang lain

Miscellaneous Information (Informasi Lain)

Contact point dari semua orang di dalam proyek, sumber
bahan referensi teknik
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Responsibillity Allocation
Tugas utama project manager fokus pada alokasi sumber daya pada
bagian-bagian proyek yang berbeda

Ketersediaan sumber daya (people and equipment)

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Responsibility Matrix

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 Quality Performance Planning
2 Aspek yang perlu di pertimbangkan :
1. Nature of satisfaction
2. How to manage the process by which the service provided by the
project is deliverd.

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Customer Cues (Isyarat Konsumen)
Poin dimana perhatian stakeholder digambarkan sebagai aspek dalam
membantu proses atau outcome dari suatu proyek

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PROJECT APPRAISAL, OCTOBER 14TH 2013 21
Quality :
1. Tangible : Bangunan dan Dokumen
2. Intangible :
Responsiveness (Ketanggapan)
Kecepatan untuk membalas permintaan untuk informasi atau
perubahan

Communication (Komunikasi)
Kesiapan tim proyek memberikan informasi

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Competence (Kompetensi)
Kemampuan organisasi proyek untuk menyelesaikan proyek, memberikan
outcome

Courtesy (Kesopanan)
Cara perlakuan yang akan diterima stakeholder

Accessibility (Akses)
Kemudahan individu dalam mendapatkan informasi ketika dibutuhkan

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Core Product – Bangunan atau dokumen
Peripheral Element (Elemen Pinggiran) Dokumentasi untuk bangunan dan
informasi pendukung dari dokumen dalam website

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PROJECT APPRAISAL, OCTOBER 14TH 2013 25
 Communications Planning
Teknik komunikasi yang digunakan oleh management berupa tabel untuk
mengidentifikasi sifat alami dari komunikasi
-Apa yang akan dikatakan
-Kepada siapa
-Format
-Waktu
-Orang yang bertanggung jawab untuk melakukan

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PROJECT APPRAISAL, OCTOBER 14TH 2013 27
9.3 Toward Quality
Improvement
Quality is not free, it costs

Quality Cost – Biaya kualitas yang memiliki elemen (prevention

)pencegahan, appraisal (penilaian) dan failure (kegagalan)

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PROJECT APPRAISAL, OCTOBER 14TH 2013 29
Management of Failure
Alasan diperlukan manajemen kegagalan :
- Ketidakpuasan konsumen
- Persepsi konsumen yang transitory (berubah dari waktu ke
waktu)
- Komplain konsumen

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Tahapan Management of
Failure
Mengidentifikasi sesuatu yang tidak beres
Menerima masalah, dan mencegah kerusakan lebih lanjut
Melakukan perbaikan untuk mendapatkan kembali kenyamanan
pelanggan
Memastikan bahwa kejadian tidak akan terjadi lagi

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Variability
Untuk project service (layanan/jasa) memiliki variabilitas yang lebih
besar dibandingkan produk manufactured

Productivity-based argument
Competitiveness-based argument

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33