Fundamentals of Quality

Juran’s Triology
Breakout/Group work Task

1) Retrieve PP Deck from week 2 content – History &

Philosophies of Quality Assurance
2) Review slides 7-12 from PP Deck
3) What is best description of Juran’s Triology?
4) Each student to respond to poll after breakout session.
 Joseph M. Juran 1904-2008
Quality as two different concepts - Features and
Defects

Trilogy – QualityPlanning, Quality Control,

Quality Improvement

Three levels of Quality Management – Strategic,

Operational and Workforce

2
 Juran’s Quality Definition

1. One form of quality is income oriented and consists of

those features of the product that meet customer needs
and thereby produce income. In this sense, higher
quality usually costs more.

2. A second form of quality is cost oriented and consists of

freedom from failures and deficiencies. In this sense,
higher quality usually costs less.

3
 Juran’s Trilogy
Quality Planning road map consists of the following steps:

• Determine quality goals

• Identify customers
• Discover customers’ needs
• Translate from customer language to products having desired
features
• Develop processes able to produce the product
• Transfer the process, with appropriate controls, to operations
 Juran’s Trilogy

Quality Control takes place at all levels, from the CEO

down to the workers and use the same feedback loop,
which is the following:

• Measure performance of the process

• Compare performance to the goal
• Take action if there is a gap
 Juran’s 10 Steps to TQM
Quality Improvement as a structured approach:
• Create awareness of the need and opportunity for improvement
• Make quality improvement a part of every job description
• Create an infrastructure - a quality council - who selects
projects for improvement and establish teams
• Provide training in quality improvement methods
• Regularly review improvement progress
• Give recognition to improvement teams
• Use the results to spread the word on the power of the efforts
• Revise the reward system to enforce the rate of improvement
• Maintain momentum by enlarging the business plan to include
goals for quality improvement
 Juran’s Three Levels of Quality
Management
1. Strategic quality management, which
concerns itself mostly with policies
2. Operational quality management, which
concerns itself with process management
3. The workforce (execution), which concerns
itself with specifications and work procedures
 Joseph Juran’s TQM Views
• Quality is in upper management's agenda
• Quality goals under a business plan
• Stretch Goals derived from benchmarking (focuses on
customer, include annual goals)
• Goals are deployed to the action levels
• Training is done at all levels
• Measurement is Established throughout
• Upper Mgt reviews progress
• Recognition for excellence
• Reward system is revised