Juran’s Trilogy

What is quality?• Fitness for use• a product meets customer needs leading to customer

satisfaction• all the activities in which a business engages in to

ensure that the product meets customer needs

Quality Trilogy• an improvement cycle that is meant to reduce the

cost of poor quality by planning quality into the product/process

Quality Planning“Creating a process that will be able to

meet established goals and do so under operating conditions." (Juran)

Quality Planning• activity of developing products and processes to meet

customers' needs•deals with setting goals and establishing the means

required to reach the goals

Steps in Quality Planning1. Establishing quality goals2. Identify the customers- those who will be impacted

by the efforts to meet the goals (internal and external)

3. Determine the customer’s needs (Tools to discover customer needs -- flowcharts, surveys, interviews, etc. and Interpret the needs and put them into the language of the organization.)

Steps in Quality Planning4. Develop processes that are able to produce those

product features (customers – buyers; our needs – supplier; competition) && (quote effectively for supplier and customer)

5. Establish process controls, and transfer the resulting plans to the operating forces (transfer the process to the operational area)

Quality Control “The managerial processes used to, ‘Evaluate

actual performance, compare actual performance to goals, and take action on the

differences.’” (Gibbons)

Quality Control•deals with the execution of plans and it includes

monitoring operations so as to detect differences between actual performance and goals

Steps in Quality Control1. Evaluate actual quality performance (what to control)• Units of measurement (e.g. hours spent, fuel efficiency, number of errors,

etc.)• Specific measurement (e.g. X number of errors, etc.)• Standard of performance

2. Compare actual performance to quality goals (Tools: control charts, trend analysis, correlation analysis, control reports)

3. Act on the difference (eliminate chronic waste – losses due to quality problems)

Quality Improvement“The organized creation of beneficial change;

the attainment of unprecedented levels of performance.” (Gibbons)

Quality Improvement•process is for obtaining breakthrough in quality

performance

Steps in Quality Improvement1. Charter the project team activities2. Provide recognition for the team3. Provide rewards for quality and quality

improvement4. Track and follow-up with improvements

Examples

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ACTIVITY

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ASSIGNMENT•Read Croby’s 4 Absolutes of Quality