Juran: Quality

Trilogy
Managing for quality consists of three basic qualityoriented processes:

quality planning,

quality control, and

quality improvement.
The role of quality planning is to design a process that
will be able to meet established goals under
operating conditions.
The role of quality control is to operate and when
necessary correct the process so that it performs
with optimal effectiveness.
The role of quality improvement is to devise ways to
take the process to unprecedented levels of
performance.

Juran Trilogy
1. Quality Planning
Quality planning stems from a unity of purpose
that spans all functions of an organization.
The subject of planning can be anything -- an
engineering process for designing new
products, a production process for making
goods, or a service process for responding to
customer requests.
Quality Planning involves
Identifying customers, both internal and external
Determining their needs
Specifying the product features that satisfy those needs at
minimum cost.
Designing the processes that can reliably produce those
features.
Proving that the process can achieve its goals under
operating conditions.

Juran Trilogy
2. Quality Control
The process of managing operations
to meet quality goals.
The process of Quality Control
involves:

Choosing control subjects

Choosing units of measurement
Establishing a measurement procedure
Measuring
Interpreting differences between measurement
and goal.
Taking action to correct significant differences

Juran Trilogy
3. Quality Improvement

Assuming the process is under control, any waste

that occurs must be inherent in the design of the
process.
The object of quality improvement is to reduce
chronic waste to a much lower level.
The steps in Quality Improvement:

Prove the need for improvement

Identify specific projects for improvement
Organize to guide the projects
Organize for diagnosis -- discovery of causes
Diagnose the causes
Provide remedies
Prove that the remedies are effective under operating
conditions
Provide for control to maintain the gains.

Juran:
Costs of Quality

Prevention costs
Appraisal costs
Internal failure costs
External failure costs

Crosby
Zero defects, Quality is
free
Quality means conformance to
requirements.
The real costs of quality are the costs
of non-conformance (such as
rework, scrap, and warranty costs).
Do it right the first time and we
avoid these costs, thereby improving
profitability.

Crosby: Absolutes of Quality

Quality is conformance to requirements
The system of quality is prevention
The performance standard is zero defects
The measurement of quality is the price of
non-conformance

Crosby: Price of conformance

and non-conformance
The costs of quality (COQ) are similar to
Jurans.
Prevention costs (design reviews, supplier
evaluations, training, preventive maint.)
Appraisal costs (inspections and tests to determine
conformance to requirements)
Failure costs (rework, scrap, warranty costs, lost
sales, product liability)

Crosby emphasizes that prevention efforts

help us avoid failure costs and appraisal
costs.
Prevention allows us to increase profits
without increasing sales, buying new
equipment, or hiring people.

Crosby: 14 Steps to Quality

Improvement

Supervisor training

Zero Defects day

Quality improvement
teams

Goal setting

Quality measurement

Error cause removal

Cost of Quality
evaluation

Recognition

Quality councils

Do it all over again

Management
commitment

Quality awareness

Corrective action

Zero defects program

What do the philosophies of

Deming, Juran, and Crosby Have
in common?
Customer Focused
Commitment and Leadership
from Top Management
Continuous Improvement Based
on Facts
Team Based

Review of Probability &

Statistics

Measures of Central tendency

Variables Data continuous measurements

Proportions

Review of Probability &

Statistics
Measures of Dispersion
Variables Data

Proportions

Statistical Inference
Classical Probability

Relative Frequency Probability

Probability Distributions
The histogram of a probabilistic process
over an infinite number of observations is
considered to be a probability distribution
Example:

Expectation

The Normal Distribution

Some Examples

The length of a machined part is known to have a normal

distribution with a mean of 100mm and a standard
deviation of 2 mm. What percentage of the parts will be
above 103.3 mm.?

What proportion will be between 98.5 and 102mm?

What proportion will be shorter than 96.5mm?

Another Example

What specification limits would ensure that a 10%

probability of rejecting a part?

Sampling Distributions
(The Central Limit Theorem)
Regardless of the underlying
distribution, if the sample is
large enough (>30), the
distributions will be normally
distributed around the
population mean with a
standard deviation of :

s / n

Example:
Consider rolling a fair die 30
times recording the value each
time. If you repeat this say
1000 times, the mean of the
sampling distribution will be
close to the mean of the
population (3.5) and the and the
standard deviation will be close
to 1.71/(30) .5 = 1.71