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 1A.USING AT LEAST TWO DIFFERENT QUALITY TOOLS,
ANALYZE THE DATA AND PRESENT YOUR CONCLUSIONS.

Chart Title • A. Pareto Diagram N=250

80 76

70
• Dari diagram tersebut
60
complain tertinggi yaitu
50 pada kecepatan pelayanan
yaitu 76.
Axis Title

40
30
30
25
19
• Yang berarti 30,4%
20
15
10
10
5
2
0
Category 1

Axis Title

Parking Traffic Seating Entertainment

Printed Program Pricing Ticket Prices Consession Speed of Service
FISHBONE ISHIKAWA DIAGRAM
1B.HOW COULD THE SURVEY HAVE BEEN MORE
USEFUL?
• Data akan lebih berguna jika hasil survey didiskusikan sehingga mengetahui sebab dari
setiap complain yang diberikan oleh fans.
• Kemudian hasil dianalisis dan diinterpretasikan untuk mendapatkan kesimpulan
1C.WHAT IS THE NEXT STEP?

• Selanjutnya dilakukan evaluasi dan perbaikan pada setiap poin complain yang diberikan
fans.
2A.MENGAPA PENTING BAGI RUMAH SAKIT ARNOLD PALMER
UNTUK MENDAPATKAN PENILAIAN KUALITAS PERAWATAN
KESEHATAN PASIEN? APAKAH PASIEN MEMILIKI KEAHLIAN
UNTUK MENILAI PERAWATAN KESEHATAN YANG DITERIMANYA?

• Penilaian kualitas perawatan kesehatan oleh pasien sangat penting. Karena Rumah Sakit bergerak di
bidang jasa pelayanan, sehingga sangat penting untuk membuat konsumen merasa puas dengan
pelayanan yang diterimanya. Selain itu impact yang diterima perusahaan adalah meningkatkan
penjualan dan meningkatkan profit.

• Dampak dari kualitas

1. Company Reputation
2. Product Liability
3. Global Implication
2B.BAGAIMANA ANDA MEMBANGUN BUDAYA KUALITAS
DALAM ORGANISASI SEPERTI RS ARNOLD PALMER?
2C.TEKNIK APA YANG DIPRAKTIKKAN RUMAH
SAKIT ARNOLD PALMER DALAM UPAYA UNTUK
MENINGKATKAN KUALITAS DAN
BERKELANJUTAN?
• Menerapkan Total Quality Management diantaranya adalah
• Plan-do-check-act
• Employee Empowerment
• Continous Improvement
• Benchmarking
• Just in time
 2D.FISHBONE KEPUASAN PASIEN

Material Metode` ManPower

Akses Nurse Station mudah Benchmarking Just-in-time Attitude Ramah

Fasilitas Rawat Inap Luas Employee

Profesional
Melayani perawatan intensif Empowerment

Mampu menangani Perawatan Tools Pareto Charts and Kompeten di

kehamilan beresiko tinggi flowcharts bidangnya
Kepuasan
Pelanggan
Desain bangunan
ramah anak
PYXIS inventory,
mesin untuk Have room semi
mempermudah Have quiet simulated
private night atmosphere
pendataan stok
Ruangan nyaman Comforting
dan bersih experience

Machine Environtment
3A. WHAT ARE SOME WAYS THAT ALASKA CAN ENSURE THAT
QUALITY AND PERFORMANCE METRIC STANDARDS ARE MET
WHEN THE COMPANY OUTSOURCES ITS GROUND OPERATIONS
TO A CONTRACT PROVIDER?
1. Research and put effort in the hiring process
2. Go through the ‘on boarding’ process thoroughly
3. Priorities certificated/award-wielding contract providers
4. Brief the contract provider on process, expectations, and company culture
5. Explain current TQM methods in place and urge to follow-through
3B. IDENTIFY SEVERAL QUALITY METRICS, IN
ADDITION TO THOSE IDENTIFIED EARLIER, THAT YOU
THINK ALASKA SHULD BE TRACKING.
These are just a few of the possible • Passanger Revenue Per Available Mile
performance quality matric; (PRASM)
• Alaska tracks or should be tracking • Cost Per Available Seat Mile (CASM)
• Revenue Passanger Miles (RPM) • Involuntary Denied Boarding
• Passager Mile Yield • On-time Arrivals
• Average Seat Mile (ASM) • Consumer Complaint
• Load Factor • Refund Rates
3C. THINK ABOUT A PREVIOUS PROBLEM THAT YOU HAD WHEN FLYING, FOR
EXAMPLE, A LATE FLIGHT, A MISSED CONNECTION, OR LOST LUGGAGE. HOW,
IF AT ALL, DID THE AIRLINE RESPOND? DID THE AIRLINE ADEQUATELY
ADDRESS YOUR SITUATION? IF NOT, WHAT ELSE SHOULD THEY HAVE DONE?
DID YOUR EXPERIENCE AFFECT YOUR DESIRE (POSITIVELY OR NEGATIVE) TO
FLY WITH THAT AIRLINE IN THE FUTURE?

• No, because when a customer already disappointed, they would not trust the airline
anymore, and prefer pay more to choose another airline.
SEE THE ACCOMPANYING TABLE. THE CONTRACTOR RECEIVED A
PERFORMANCE WAS NOT PERFECT. HOW MANY TOTAL POINTS WOULD THE
CONTRACTOR HAVE RECEIVED WITH THE FOLLOWING PERFORMANCE
SCORES 93.2% OF FLIGHT SCANNED, 63.5% OF BAGS SCANNED, 89.6% OF A
BAGS DROPPED WITHIN 20 MINUTES, AND 15 BAGS ARRIVING LONGER THAN
25 MINUTES?
 4A. DENGAN CARA APA RITZ-CARLTON DAPAT
MEMANTAU KEBERHASILANNYA DALAM MENCAPAI
KUALITAS?
Quality is judged by customers, Ritz-Carlton can monitor quality in the short run by utilizing
customer feedback. It can use :
1. Questionnaires in the room,
2. Follow up letters,
3. Phone calls bg independent services,
4. tracking complaints,
5. and ultimately occupancy rates.
• And measure aspect of hotel is room cleanliness, quality of food, accuracy of billing, and
reservations.
 4B.BANYAK PERUSAHAAN MENGATAKAN BAHWA TUJUAN MEREKA ADALAH
MENYEDIAKAN PRODUK ATAU LAYANAN YANG BERKUALITAS. TINDAKAN APA YANG
MUNGKIN ANDA HARAPKAN DARI SEBUAH PERUSAHAAN YANG BERMAKSUD
MEMBUAT KUALITASNYA LEBIH DARI HANYA SEKEDAR SLOGAN ATAU KATA KUNCI?

• Ritz hotel as an example, the company has clearly put more meaning behind its quality efforts to
organize its employees into ‘self-directed’work-teams whereas employess teams determine work
scheduling, work to be done, and also monitor what to in their particular area to address the issue
of quality. For companies that expect quality to be more than a slogan, we suggest that they follow
ideas of the text :
• A philosophy of continues improvement
• Employee empowerment
• Benchmarking
• Just in time (JIT)
• Knowledge of tools
4C.MENGAPA RITZ-CARLTON MENGURANGI BIAYA UNTUK
“LAKUKAN HAL-HAL BENAR’” UNTUK PERTAMA KALI?

• Focus on brand image

• Focus on advertising in different media
• Invested into training employee motivation to increase productivity and quality.
• Targeting on first time experience of the customer at the hotel magical.
4D.BAGAIMANA DIAGRAM KENDALI, DIAGRAM PARETO DAN
DIAGRAM SEBAB-AKIBAT DAPAT DIGUNAKAN UNTUK
MENGIDENTIFIKASI MASALAH KUALITAS SEBUAH HOTEL?
• A control chart is a tool you can use to monitor a process.
• Control chart can help to distinguish between variations in a process and compare with the
standard that is being benchmarked.
• Pareto diagrams to find where to focus improvements efforts. Pareto diagram is a graphical
overview of the process problems in rangking order of the most frequent in descending order
from left to right.
• If the problem is solved and collect data again and create a new pareto chart. The new chart will
be refined and will tell more clearly how you are doing in tems of quality in your offering of
services.
4E.APA SAJAKAH UKURAN KEPUASAN PELANGGAN NON-
FINANSIAL YANG MUNGKIN DIGUNAKAN OLEH RITZ-CARLTON?

• ; The following nonfinancial factors can be used as measurements of customer satisfaction at the
hotel
• Number of bookings and over bookings
• The advance time used for setting a reservation
• The number of returned customers
• The number of referrals
• Customer feedback from survey
• Employing an external firm to conduct a quality audit