Juran Institute

Product features that meet customer needs

Freedom from deficiencies

Higher quality enables companies to :

Higher quality enables companies to :

Increase Customer satisfaction Make products salable Meet competition Increase market share Provide sales income Secure premium prices

Reduce error rates Reduce rework, waste Reduce field failures, warranty charges Reduce customer dissatisfaction Reduce inspection, test Shorten time to put new product on the market Increase yields, capacity Improve delivery performance

The major effect is on sales.

Major effect is on costs.

Usually, higher quality costs more.

Usually, higher quality costs less.

* The meanings of quality. [Planning for Quality, 2d ed. (1990), Juran Institute, Inc., Wilton, CT, pp. 1 - 10]

* The Juran trilogy diagram. [ Adapted from Juran, J. M. (1989). The Quality Trilogy: A Universal Approach to Managing for Quality. Juran Institute, Inc., Wilton, CT.

Quality planning

Quality control

Quality improvement

Establish quality goals Indentify who the customers are Determine the needs of the customers

Evaluate actual performance Compare actual performance with quality goals

Prove the need

Act on the difference

Establish project teams

Develop product features that respond to customer's needs Develop processes able to produce the product features

Establish the infrastructure

Provide the teams with resources, training, and motivation to : Diagnose the cuases Stimulate remedies

Establish process controls: transfer the plans to the operating forces

Establish controls to hold the gains

* The three universal processes of managing for quality. [ Adapted from Juran, J.M. (1989). The Quality Trilogy: A Universal Approach to Managing for Quality. Juran Institute, Inc., Wilton, CT.]