Chapter 8Question #1

Ahmad AtiqBrian BarkowskiEric CrumpWilliam EvensAla’a Abu Tabanjha

Juran’s Top Management Commitment to QualityJuran Trilogy

◦Quality improvement◦Quality planning◦Quality control

Manufacturer’s view vs. Customer’s view◦Manufacturers focus on conformance

to requirements◦Customers focus on fitness of use

Ten Steps to Quality Improvement1. Build awareness off the need an opportunity for improvement

◦ Create and present quality control program to staff

2. Set goals for improvement◦ Make sure everyone is aware of what their goals are

3. Organize to reach the goals◦ Set milestones for staff members to accomplish goals

4. Provide training◦ Either internal or external training should be available for staff

5. Carry out projects to solve problems◦ Make sure that what the employees are working on is related to achieving quality

control goals

6. Report progress◦ Standardized reporting results to compare throughout the years

7. Give recognition◦ Not necessarily monetarily, but doesn’t hurt of the budget allows

8. Communicate results◦ Share results with fellow staff members and create a friendly competition

9. Keep score◦ Permanent records

10. Maintain momentum by making annual improvement part of the regular systems and processes of the company

◦ Staff will not continue to follow the plan if they don’t think they will be held accountable

Hiring Quality StandardsMust have leadership skillsMust be able to work

independently (lesson plans) and in group settings (teaching)

Must be able to communicate effectively in written tasks as well as oral conversations

Must have previous project management work experience

Hiring Quality Standards Cont.

Understanding trade-offs between time, cost, quality and scope.

Ability to produce and review business cases.Sound knowledge of project planning.Good knowledge of risk and issue management.Good knowledge of change management

techniques.Ability to establish quality management

systems.Ability to manage resources.Sound knowledge of budgeting and cost control.

Hiring Quality Standards Cont.Good knowledge of IT

development methods.Understanding of testing

methods, processes and tools.Knowledge of business analysis

and process redesign.Ability to develop Service Level

Agreements.