A PROJECT REPORTON

CONTINUOUS PROCESS IMPROVEMENT AND JURAN'S TRILOGY

BY:RASHI VERMA

CUJ/I/2010/IMBA/31CENTRAL UNIVERSITY OF JHARKHAND

CONTINUOUS PROCESS IMPROVEMENT (CPI) It is an endless occurrence throughout uninterrupted steady state of a series of

procedures for the common progression of the organization. It refers to an ongoing effort to improve business processes. It is a formal activity, ongoing approach to improving business processes (ultimately

productivity, products, and services).

TQM on CPI – means a gradual and continuous improvement of processes. It consists of finding new opportunities or improvements of processes, improving them, measuring improvement, and repeating the cycle again and again.

JURAN’S TRIOLOGY1. About: Joseph M. Juran

Born December 24, 1904 Graduated from Minneapolis South High School (1920) Bachelor's degree in electrical engineering from the University of Minnesota (1924) Contribution in the field of management, particularly quality management Founder of the consulting firm of Juran Institute, Inc.

2. Introduction

Quality “Quality” means those features of products which meet customer needs and

thereby provide customer satisfaction “Quality” means freedom from deficiencies—freedom from errors that require

doing work over again (rework) or that result in field failures, customer dissatisfaction, customer claims, and so on

In this sense, the meaning of quality is oriented to costs, and higher quality usually costs less.

Trilogy shows how an organization can improve every aspect by better understanding of the relationship between processes that plan, control and improve quality as well as business results

In 1951, the first edition of Juran’s quality control handbook was published

3. How to Manage For Quality

To attain quality, it is well to begin by establishing the “vision” for the organization, along with policies and goals

Managing for quality makes extensive use of three such managerial processes: Quality Planning Quality Control Quality Improvement

These processes are now known as the “Juran trilogy”

4. DEFINITION OF Juran’s Trilogy

Managing for quality can be achieved by the use of the three managerial processes; quality planning, quality control and, quality improvement.

A. Three key methodologies of Juran’s Trilogy:

1. Planning Methodology – this methodology develops and puts in place the strategic and tactical that must be achieved to attain operational, financial and, quality results.

2. Control Methodology – the second management methodology that utilize to prevent or correct unwanted or unexpected change.

3. Improvement Methodology – the third methodology constructs a breakthrough system to create planned, predictable and manage results. This is called Breakthrough. Breakthrough is a deliberate change; a dynamic and decisive movement to unprecedented levels of organizational performance than are presently active in the plan and maintained by current controls.

B. Managing for quality consists of three basic quality-oriented processes:

Quality planning Quality control Quality improvement.

The role of quality planning is to design a process that will be able to meet established goals under operating conditions.

The role of quality control is to operate and when necessary correct the process so that it performs with optimal effectiveness.

The role of quality improvement is to devise ways to take the process to unprecedented levels of performance.

QUALITY PLANNING

Quality planning stems from a unity of purpose that spans all functions of an organization.

The subject of planning can be anything -- an engineering process for designing new products, a production process for making goods, or a service process for responding to customer requests.

Quality Planning involves◦ Identifying customers, both internal and external

◦ Determining their needs◦ Specifying the product features that satisfy those needs at minimum cost.◦ Designing the processes that can reliably produce those features.◦ Proving that the process can achieve its goals under operating conditions.

QUALITY CONTROL

The process of managing operations to meet quality goals.

The process of Quality Control involves:◦ Choosing control subjects◦ Choosing units of measurement◦ Establishing a measurement procedure◦ Measuring◦ Interpreting differences between measurement and goal.◦ Taking action to correct significant differences

QUALITY IMPROVEMENT

Assuming the process is under control, any waste that occurs must be inherent in the design of the process.

The object of quality improvement is to reduce chronic waste to a much lower level.

The steps in Quality Improvement:◦ Prove the need for improvement◦ Identify specific projects for improvement◦ Organize to guide the projects◦ Organize for diagnosis -- discovery of causes◦ Diagnose the causes◦ Provide remedies◦ Prove that the remedies are effective under operating conditions◦ Provide for control to maintain the gains.

FIG.JURAN TRIOLOGY

5. Strength of Juran’s Trilogy

The methodology searches a continuous improvement of quality in every aspects of the organization, because if the implementation of the methodology does not give the desire results it is possible to start all over again

The methodology allows the use different quality tools to cover the steps of Juran’s Trilogy. It allows a better understanding of the relationships of every stage of the company

The methodology is well structured and allows the companies that implement it, an easy understanding and application.

6. Weakness of Juran’s Trilogy

To have quality control it is necessary to have a trained person with knowledge in statistical processes or train a special person to be in charge of quality

The program is focus in the company process and not in labor force Analyzing the requirements of the program we found that the companies who apply

the program have a complex level of organization This kind of methodologies show results in a long term; this represents a risk for the

company because the implementation of the quality program can be a waste of time, money and resources.

Users of Juran Quality Program

Abengoa AT&T AT&T Wireless Atlantic Copper Becton Dickinson Black & Decker BP Computer Science Corp. ConocoPhillips DuPont Lipton Littelfuse Microsoft NOKIA Mobile Phones Norsk Hydro Agri Pemex Prosegur Unilever - Best Foods Samsung Electronics Sun Chemical

7. Summary:

The quality plan is being updated. The quality control stage is ongoing, so the quality control team continues to maintain the process’s status quo, albeit a “new” status quo. Lastly, the firm utilizes a system of organizational learning to capture the lessons that were learned during the improvement stage. Future planning teams will be able to take advantage of this learning in the future to develop processes that contain less chronic waste to begin with.Hence, Quality planning is completed before the operations begin, quality control is helpful to keep the fire under control namely the defects under control. The defects have emanated due to defects in quality planning. To reduce the high level of defects, the organization initiates quality improvement which decreases the defect level. Juran’s trilogy should be applied to improve quality intervals. Thus, it is useful for continuous improvement of quality. Therefore an organization should initiate quality improvement efforts on a continuing basis and update the quality planning. Thus, a quality plan is a living document.