Joseph Juran

Dr.Joseph Juran born in Romania on 24 Dec 1904 - the chairman emeritus of the Juran Instituite and an ASQC Honorary member. Since 1924, Juran has pursued a variety career in management as an engineer, executive, government administrator, university professor, labour arbitrator, corporate director, and consultant. Specialising in managing for quality, he has authored hundreds of papers and 12 books, including Juran’s Quality Control Handbook (1951) , Quality Planning and Analysis, and Juran on Leadership for Quality.

Juran’s trilogy: This is an approach to cross functional management that is composed of three managerial processes: planning, control, and improvement

• Quality planning: This is the activity of developing the products and processes required to meet customer’s needs. It involves a series of universal steps which can be abbreviated as follows:
  *Establish quality goals
  *Identify the customers- those who will be impacted by the efforts to meet the goal.
  *Determine the customers’ needs
  *Develop product features that respond to customers’ needs
  *Develop processes that are able to produce those product features
  *Establish process controls, and transfer the resulting plans to the operating forces
• Quality control: This process consists of the following steps:
  *Evaluate actual quality performance
  *Compare actual performance to quality goals
  *Act on the difference
• Quality improvement: This process is the means of raising quality performance to unprecedented levels ("breakthrough"). The methodology consists of a series of universal steps:
  *Establish the infrastructure needed to secure annual quality improvement.
  *Identify the specific needs for improvement -the improvement projects
  *For each project establish a project team with clear responsibility for bringing the project to a successful conclusion
  *Provide the resource, motivation, and training needed by the team to:
  1.Diagnose the cause
  2.Stimulate establishment of remedies
  3.Establish controls to hold the gains

Cost of quality: The cost of quality, or not getting it right first time, Juran maintained should be recorded and analysed and classified into failure costs, appraisal costs and prevention costs.
Failure costs: Scrap, rework, corrective actions, warranty claims, customer complaints and loss of custom
Appraisal costs: Inspection, compliance auditing and investigations
Prevention costs: Training, preventive auditing and process improvement implementation

Juran proposes 10 steps to quality improvement:

• Build awareness of the need and opportunity to improve
• Set goals for that improvement
• Create plans to reach the goals
• Provide training
• Conduct projects to solve problems
• Report on progress
• Give recognition for success
• Communicate results
• Keep score
• Maintain momentum