Juran on Quality by Design: The New Steps for Planning Quality Into Goods and Services
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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How to Think About Quality Planning
Establish Quality Goals
Identify the Customers
Then and Now in Quality Control
Determine Customer Needs
Develop Product Features
Develop Process Features
Departmental Quality Planning
The Data Base Motivation Training
What Should I Do Next?
action analysis application approach Chapter companies competitive concept cost of poor cultural resistance customer needs cycle data base decision departments errors establish evaluation example feedback loop Figure flow diagram Ford Motor Company functions human identify impacted inputs internal customers Juran levels macroprocesses major managing for quality manufacturing meet multifunctional multiple nonconforming operating forces organization Pareto analysis Pareto principle participation percent performance planners planning for quality planning road map poor quality priority problems process anatomy process capability Process Capability Index process control process design process features product design product development product features product quality goals QC Circles quality audits quality control Quality Council quality improvement Quality Management quality planning road replanning requires responsibility salability Santayana Review sensor specific spreadsheet Statistical Process Control steps strategic quality goals supervisors suppliers Taylor system technological tion tomers units of measure upper managers workers