Learn how this global management consulting firm explains how to improve business performance using lean ans six sigma.

1. Measurable Breakthrough Results
Joseph A. DeFeo, CEO Juran Global
Nine Business Essentials
To Achieve Excellence in Service Quality
Welcome to Today’s Session

2. Measurable Breakthrough Results
 Running Juran Global, professional
services firm found by the late Joseph
M. Juran.
 Consulting with organizations on
performance improvement for 26 years.
 Research best practices and co-
authored four textbooks.
 Worked with some great and some not
so great organizations.
Why Me?

3. Measurable Breakthrough Results
9 Business Essentials
I am often asked:
"What do we do next
(after Lean and Six Sigma)?”
“Is there anything new out there?”
“How do we sustain performance?”

4. Measurable Breakthrough Results
Today’s Agenda
1. Learn why these ‘quality’ topics are essential to
business leaders.
2. Understand there is more to a performance
excellence system than just projects.
3. Determine if your organization is missing any of the
9 essentials to sustain its performance and achieve
service quality that customers expect.

5. Measurable Breakthrough Results
9 Business Essentials
Embrace
Quality
Leadership’s
Role
Strategic
Alignment
Innovation
Breakthrough
ImprovementControl &
Compliance
BPM
Benchmarking Universals

6. Measurable Breakthrough Results
Embrace Quality, Don’t Fight It
Service Features
Increase Sales
Free of Failure
Decrease Costs
Goods and services
are “fit for purpose” by your customers
“Fit for Purpose” Drives Performance
1

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Understand Universal Principles
Time
ControlPlan Improve
2QbD Compliance DMAIC

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Learn Leadership’s Role
3

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Strategy and Projects Aligned
4
Projects
Annual
Goals
Strategic
Goals
Vision
Time
3 Years 1 Year Months

10. Measurable Breakthrough Results
Product & Service Innovation
5
QbD
Define
Goals &
Customers
Discover
Customer
Needs
Design
Product
Develop
Process &
Controls
Deliver

11. Measurable Breakthrough Results
Create Breakthroughs in Performance
6
A Breakthrough
“Breakthrough is a departure
from the usual, familiar way, into
the unknown.”
LSS
Define
Value
Measure
Value
Analyze
Process-Flow
Improve
Process-Pull
Control
Process

12. Measurable Breakthrough Results
Assuring Repeatable & Compliant Processes
7Establish
Baseline
Performance
Identify
CTQs
Monitor Actual
Performance
Compare to
CTQ Targets
Take Action
Value
Engagement
Teams
or
Self-Managed
Teams

13. Measurable Breakthrough Results
Move to Business Process Management
Business
Results
Strategic
Plans
Customer
Customer
Customer
8
FUNCTIONAL OBJECTIVES
FUNCTIONS
PROCESSOBJECTIVES
Key Process
Key Process
Key Process

14. Measurable Breakthrough Results
Use Benchmarking to Sustain Market Leadership
9

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Where Are You Headed?

16. Measurable Breakthrough Results
Thank You
If you would like a copy of this
presentation or would like for
me to conduct this for your
organization, contact me at:
jdefeo@juran.com