This session will see us build our house of excellence just like we build a home. We begin with a strong foundation – a foundation that includes aligning your “initiatives” to the organizational strategy, selecting the right methods and tools with proper governance, and implementing the infrastructure changes necessary to support the “home.”

1. Building a Culture of
Excellence Part 5:
The Foundation
Presented by
Dr Joseph A. DeFeo, Juran Chairman

2. Building a Culture of Excellence Part 5: The Foundation 2
As organizations look at new ways to improve their business performance, they
often abandon what works in the hope that a new approach is going to see instantly
improved results.
Unfortunately, with new workplace initiatives coming and going like waves,
workforce “frustration” has become much more prolific. But there is a better way to
approach the next new thing.
SERIES OBJECTIVES
Building a culture of
excellence series

3. Building a Culture of Excellence Part 5: The Foundation 3
Building a culture of excellence
Wednesday, April 3 / 2PM EST
Benefits & Results
Wednesday, April 24 / 2PM EST
The Juran Model
Wednesday, May 29 / 2PM EST
The Juran Framework
Wednesday, June 26 / 2PM EST
Each webinar will be streamed live on the date and times
specified above and will continue to be available through the
Juran website after this date.
If you miss a live event and want to complete the series please
make sure to visit our webinars page and review the session you
missed.
THE SERIES
Building a culture of
excellence series
The Foundation
Wednesday, July 31 / 2PM EST
The Enablers
Wednesday, August 28 / 2PM EST
The Roadmap
Wednesday, September 25 / 2PM
EST

4. Building a Culture of Excellence Part 4: The Juran Framework 4
The Juran Framework
4
Supportive Infrastructure, Right Methods, Tools & Metrics
Enterprise Quality Management System
Loyal Customers
Sustainable Results
Over Time
Results
Enablers
Foundations
Optimal CostsIncreased Sales
Great Customer Experience
Efficient Processes
& Quality Data
Superior Products
Engaged &
Accountable Workforce
Innovation & Design
Breakthrough
Improvement
Employee
Engagement
Talent & Skill
Development
Strategic Choice to Be The Best

5. Building a Culture of Excellence Part 4: The Juran Framework 5
The Juran Framework
5
Supportive Infrastructure, Right Methods, Tools & Metrics
Enterprise Quality Management System
Loyal Customers
Sustainable Results
Over Time
Results
Enablers
Foundations
Optimal CostsIncreased Sales
Great Customer Experience
Efficient Processes
& Quality Data
Superior Products
Engaged &
Accountable Workforce
Innovation & Design
Breakthrough
Improvement
Employee
Engagement
Talent & Skill
Development
Strategic Choice to Be The Best

6. Building a Culture of Excellence Part 5: The Foundation
This session will see us build our house of excellence just like we build a home. We begin with a strong foundation – a foundation that includes
aligning your “initiatives” to the organizational strategy, selecting the right methods and tools with proper governance, and implementing the
infrastructure changes necessary to support the “home.”
6
THE SERIES
Wednesday, July 31 / 2PM EST
The Foundation

7. Building a Culture of Excellence Part 5: The Foundation
“If you build that foundation, both the moral
and the ethical foundation, as well as the
business foundation, and the experience
foundation, then the building won’t crumble”
– Henry Kravis
7

8. Building a Culture of Excellence Part 5: The Foundation 8
A CULTURE OF EXCELLENCE
Building Your Excellence Organization
Starts with a Strong Foundation

9. Building a Culture of Excellence Part 4: The Juran Framework 9
The Juran Culture of Excellence Framework
9
Strategic Choice to Be The Best
Foundations
Over Time

10. Building a Culture of Excellence Part 4: The Juran Framework 10
The Juran Culture of Excellence Framework
10
Strategic Choice to Be The Best
Foundations
Over Time
Adobe
Their vision is “To move the web forward and give web designers
and developers the best tools and services in the world.”
AK Steel
Their vision is “Dedication to safely producing the highest quality
steel products for our customers.”

11. Building a Culture of Excellence Part 4: The Juran Framework 11
The Juran Culture of Excellence Framework
11
Strategic Choice to Be The Best
Foundations
Over Time
Patagonia
“Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis.” Talk
about inspiring, Patagonia first outlines a product vision of what the best product means for them as a company. Then takes it one step
further by stating they’ll run their business to carry that environmental policy to a global level.

12. Building a Culture of Excellence Part 4: The Juran Framework 12
The Juran Culture of Excellence Framework
12
Strategic Choice to Be The Best
Foundations
Over Time
Cleveland Clinic
Striving to be the world’s leader in patient experience, clinical
outcomes, research and education.
Amazon
Their vision is “To be the world’s most customer-centric
company.”

13. Building a Culture of Excellence Part 4: The Juran Framework 13
What is Common About Excellent Organizations’ Strategy?
13
Strategic Choice to Be The Best
Foundations
Over Time
They all want to be the best!
Not the just the cheapest, or the biggest, but the BEST!!!

14. Building a Culture of Excellence Part 4: The Juran Framework 14
What is Common About Excellent Organizations’ Strategy?
14
Strategic Choice to Be The Best
Foundations
Over Time
Without a Strategy to Be Best, Why Bother with a Culture of Excellence?
It is not worth pursuing !!!

15. Building a Culture of Excellence Part 4: The Juran Framework
Infrastructure
15
The Juran Culture of Excellence Framework: Foundation
15
Supportive Infrastructure, Right Methods, Tools & Metrics
Foundations
Strategic Choice to Be The Best
Over Time
The basic physical and organizational structures and facilities
(e.g. buildings, roads, power supplies) needed for the
operation of a society or enterprise. The social and economic
infrastructure of a company.

16. Building a Culture of Excellence Part 4: The Juran Framework 16
The Organization Structure
C

17. Building a Culture of Excellence Part 4: The Juran Framework 17
Over Time
Feedback Feedback
Needs Needs
Input Input
Supplier Customers
Processor
Based on Systems Thinking – End to End Processes

18. Building a Culture of Excellence Part 4: The Juran Framework 18
Leadership Team
Governance Council
Steering Council
The Organization Infrastructure

19. Building a Culture of Excellence Part 4: The Juran Framework 19
All improvement happens project by
project – and in no other way!
- Dr. Joseph Juran
How To Deal With Complex Organizational Structures

20. Building a Culture of Excellence Part 4: The Juran Framework 20
A project is defined as a problem
scheduled for a solution.
- Dr. Joseph Juran
How To Deal With Complex Organizational Structures

21. Building a Culture of Excellence Part 4: The Juran Framework
Methods
21
The Juran Culture of Excellence Framework: Foundation
21
Supportive Infrastructure, Right Methods, Tools & Metrics
Foundations
Strategic Choice to Be The Best
Over Time
Particular form of procedure for accomplishing or approaching
something, especially a systematic or established one.

22. Building a Culture of Excellence Part 4: The Juran Framework
The Right Methods
● Simple set of methods that are common is good.
● Shared within the organization is better,
● Promoted and even practiced by Leadership is best.
22
Agile/QbD
DFSS/DMADV
SPC
RCCA/CAPA
Lean, Six Sigma
DMAIC
CI

23. Building a Culture of Excellence Part 4: The Juran Framework
Tools &
Metrics
23
The Juran Culture of Excellence Framework: Foundation
23
Supportive Infrastructure, Right Methods, Tools & Metrics
Foundations
Strategic Choice to Be The Best
Over Time
Something (such as an instrument or apparatus) used in performing
an operation or necessary in the practice of a vocation or profession

24. Building a Culture of Excellence Part 4: The Juran Framework
The Right Tools & Metrics
● Basic tools like 5 Whys until you have the requisite expertise developed
● Limited set of metrics that represent the Vision and cascade down
through the Governance and Steering Councils
24

25. Building a Culture of Excellence Part 4: The Juran Framework
The Right Tools & Metrics
25

26. Building a Culture of Excellence Part 4: The Juran Framework 26
The Juran Culture of Excellence Framework
26
Supportive Infrastructure, Right Methods, Tools & Metrics
Enterprise Quality Management System
Loyal Customers
Sustainable Results
Over Time
Results
Enablers
Foundations
Optimal CostsIncreased Sales
Great Customer Experience
Efficient Processes
& Quality Data
Superior Products
Engaged &
Accountable Workforce
Innovation & Design
Breakthrough
Improvement
Employee
Engagement
Talent & Skill
Development
Strategic Choice to Be The Best

27. Building a Culture of Excellence Part 4: The Juran Framework 27
The Juran Framework: Next Webinar
27
Supportive Infrastructure, Right Methods, Tools & Metrics
Enterprise Quality Management System
Loyal Customers
Sustainable Results
Over Time
Results
Enablers
Foundations
Optimal CostsIncreased Sales
Great Customer Experience
Efficient Processes
& Quality Data
Superior Products
Engaged &
Accountable Workforce
Innovation & Design
Breakthrough
Improvement
Employee
Engagement
Talent & Skill
Development
Strategic Choice to Be The Best

28. Building a Culture of Excellence Part 5: The Foundation 28
THANK YOU
Thank you for Joining
Please contact me at jdefeo@juran.com
Current Public Program: Would you like a certificate of completion?
Join the Impro Community
Sign up here

29. Thank you for your time