Juran’s Trilogy (c)MLPCMBuhangin

1. Juran’s Trilogy

2. 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

3. Quality Trilogy
• an improvement cycle that is meant to reduce the
cost of poor quality by planning quality into the
product/process

4. Quality Planning
“Creating a process that will be able to
meet established goals and do so under
operating conditions." (Juran)

5. 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

6. Steps in Quality Planning
1. Establishing quality goals
2. 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.)

7. Steps in Quality Planning
4. 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)

8. Quality Control
“The managerial processes used to, ‘Evaluate
actual performance, compare actual
performance to goals, and take action on the
differences.’” (Gibbons)

9. Quality Control
• deals with the execution of plans and it includes
monitoring operations so as to detect differences
between actual performance and goals

10. Steps in Quality Control
1. 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)

11. Quality Improvement
“The organized creation of beneficial change;
the attainment of unprecedented levels of
performance.” (Gibbons)

12. Quality Improvement
• process is for obtaining breakthrough in quality
performance

13. Steps in Quality Improvement
1. Charter the project team activities
2. Provide recognition for the team
3. Provide rewards for quality and quality
improvement
4. Track and follow-up with improvements

14. Examples
printouts

15. ACTIVITY
printouts

16. ASSIGNMENT
• Read Croby’s 4 Absolutes of Quality