Juran on Quality by Design: The New Steps for Planning Quality Into Goods and Services

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Simon and Schuster, May 4, 1992 - Business & Economics - 538 pages
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Building on the experiences of scores of companies and hundreds of managers, J.M. Juran, the world-renowned quality pioneer, presents a new, exhaustively comprehensive approach to planning, setting, and reaching quality goals. Employing three case examples which encompass the three major sectors of the economy -- service, manufacturing, and support, he offers a practical plan for companies to achieve strategic, market-driven goals by following a structural approach to planning quality.
Quality, according to Juran, has become a prerequisite for business success. He cites the loss of market share, failure of products, and waste as results of poor quality planning. Juran provides a set of universal steps which can be used in the basic managerial process to establish quality goals, identify customers, determine customer needs, provide measurement, and develop process features and controls to improve business tactics.
The author gives new emphasis to setting quality goals, planning in "multifunctional" processes, establishing data bases for quality planning, motivating managers and the work force, and introducing quality planning into organizations.
 

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Contents

How to Think About Quality Planning
7
Establish Quality Goals
27
Identify the Customers
44
Then and Now in Quality Control
68
Determine Customer Needs
72
Provide Measurement
116
Develop Product Features
159
Develop Process Features
218
Departmental Quality Planning
363
The Data Base Motivation Training
407
Case Example
462
Case Example
468
Case Example
481
What Should I Do Next?
496
Glossary
503
References 575
515

Transfer to Operations
274
Strategic Quality Planning
299
Multifunctional Quality Planning
334

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About the author (1992)

J. M. Juran is the founder and Chairman Emeritus of Juran Institute, Inc. He is the author of Juran on Planning for Quality and Juran on Leadership for Quality (both Free Press) and has received over thirty awards and medals for his innovations and contributions in quality control.

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