Joseph Juran made many contributions to quality management, including developing the concept of the internal customer and cost of quality. He is known for establishing the "Juran Trilogy" which outlines three processes for quality management - quality planning, quality control, and quality improvement. The trilogy shows how organizations can improve by better understanding the relationships between planning, controlling, and improving quality processes and business results. Juran also proposed 10 steps for quality improvement projects and emphasized the concept of breaking through problems by understanding the journey from symptom to cause and from cause to remedy.

1. Dr.K.Baranidharan
Present by…

2. TOTAL QUALITY
MANAGEMENT
TQM 2July 13, 2013

3. Joseph Moses Juran’s Trilogy
Presented by
Dr.K.Baranidharan

5. About : Joseph M. Juran
 Born Romania December
24, 1904, emigrated to
America in 1912.
 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.

6.  1951 – published ‘quality control
hand book’
 Juran has authored 100’s papers
and 12 books
 Juran has been awarded 30
medals and fellowships world
wide.

7. JURAN CONTRIBUTION
 Juran’s Contributions Can Be Studied
Under The Following Six Topics.
 1. Internal customers
 2. Cost of Quality
 3. Quality Trilogy
 4. Juran’s 10 steps
 5. Breakthrough concept

8. 1.INTERNAL CUSTOMER
 The customer was not just the
end customer and that each
person along the chain has an
internal customer.
 Each person along the chain,
from product designer to final
user, is a supplier and a
customer.

9.  The person will be a process,
carrying out some transformation or
activity.
 Juran maintained that at each
stage was a “three role model”.
Supplier Process Customer

10. 2.COST OF QUALITY
 Juran classifies the cost of quality into three
classes are:
 1. Failure costs:- Scrap, rework, corrective
actions, warranty claims, customer
complaints, and loss of customer.
 2. Appraisal costs:- Inspection, compliance
auditing and investigations.
 3. Prevention costs: Training, preventive
auditing and process improvement
implementation.
 Juran demonstrated the potential for
increased profits that would result if the cost
of poor quality could be reduced.

11. 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

12. J.M. Juran’s Trilogy
Developed the idea of trilogy
• Quality Planning
• Quality Improvement
• Quality Control
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

13. How To Manage For Quality: The
Juran Trilogy
 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”

14. Quality Planning
 Establish quality goals
 Identify who the customers are
 Determine the needs of the customers
 Develop product features that respond to
customer’s needs
 Develop processes able to produce the
product features
 Establish process controls; transfer the plans
to the operating forces

15. Quality Control
 Evaluate actual performance
 Compare actual performance with quality
goals
 Act on the difference
 Choose units of measurement
 Choose control subjects (what to control)
 Interpret the difference (actual vs standard)

16. Quality Improvement
 Prove the need Establish the infrastructure
 Identify the improvement projects
 Establish project teams
 Provide the teams with resources, training,
and motivation to:
 Diagnose the causes Stimulate remedies
 Establish controls to hold the gains

17. 10 STEPS of quality improvement
 1. Build awareness of the need and opportunity for
improvement
 2. Set goals for improvement
 3. Organise to reach the goals
 4. Provide training
 5. Carry out projects to solve problem
 6. Report progress
 7. Give recognition
 8. Communication result
 9. Keep score
 10. maintain momentum by making annual
improvement part of the regular systems and
process of the company.

18. BREAKTHROUGH CONCEPT
 Like Deming cycle, juran’s
breakthrough concerns itself with
the product/service life cycle.
 In essence, this splits it up into two
areas :
 “journey from symptom to cause”
and “journey from cause to
remedy”.

19. Dr.K.Baranidharan
THANK YOU