juran’s trilogy
Post on 21-Mar-2017
51 Views
Preview:
TRANSCRIPT
Juran’s Trilogy
What is quality?• Fitness for use• a product meets customer needs leading to customer
satisfaction• all the activities in which a business engages in to
ensure that the product meets customer needs
Quality Trilogy• an improvement cycle that is meant to reduce the
cost of poor quality by planning quality into the product/process
Quality Planning“Creating a process that will be able to
meet established goals and do so under operating conditions." (Juran)
Quality Planning• activity of developing products and processes to meet
customers' needs•deals with setting goals and establishing the means
required to reach the goals
Steps in Quality Planning1. Establishing quality goals2. Identify the customers- those who will be impacted
by the efforts to meet the goals (internal and external)
3. Determine the customer’s needs (Tools to discover customer needs -- flowcharts, surveys, interviews, etc. and Interpret the needs and put them into the language of the organization.)
Steps in Quality Planning4. Develop processes that are able to produce those
product features (customers – buyers; our needs – supplier; competition) && (quote effectively for supplier and customer)
5. Establish process controls, and transfer the resulting plans to the operating forces (transfer the process to the operational area)
Quality Control “The managerial processes used to, ‘Evaluate
actual performance, compare actual performance to goals, and take action on the
differences.’” (Gibbons)
Quality Control•deals with the execution of plans and it includes
monitoring operations so as to detect differences between actual performance and goals
Steps in Quality Control1. Evaluate actual quality performance (what to control)• Units of measurement (e.g. hours spent, fuel efficiency, number of errors,
etc.)• Specific measurement (e.g. X number of errors, etc.)• Standard of performance
2. Compare actual performance to quality goals (Tools: control charts, trend analysis, correlation analysis, control reports)
3. Act on the difference (eliminate chronic waste – losses due to quality problems)
Quality Improvement“The organized creation of beneficial change;
the attainment of unprecedented levels of performance.” (Gibbons)
Quality Improvement•process is for obtaining breakthrough in quality
performance
Steps in Quality Improvement1. Charter the project team activities2. Provide recognition for the team3. Provide rewards for quality and quality
improvement4. Track and follow-up with improvements
Examples
printouts
ACTIVITY
printouts
ASSIGNMENT•Read Croby’s 4 Absolutes of Quality
top related