= ; Juran's Quality Handbook iti) ¥ SAO eet rt eee een eedSanlhsS Qa ye slosal; lis JURAN'S QUALITY HANDBOOK Ey Joseph M.Juran Wa! A.Blanton Godfrey GHAGO dare dae bleed oahu pekctlas PrmuShog § Sal laulud Sag God pee IS cig pate das 8 Satin 95,Juran, Joseph M. op ARE Sige chee Be glia ool Bige OMaeage | SabS ar lately 9 oS gcd gb obsbesll Cad sett eae Cee Ae tsalseh TAQ scape Td gad «Syd sypae « ISBN 964-7660-46-4 Deeb EM la 9 nash Ad Juran’s quality handbook, 5th ed. seghel Ngee Godfrey, A. sgh ug Bal At Lataltno —- gba JAY weno cong gh hbase or zie whet Geter Sr Blanton soles DPYIPOR TSF eA SY aA pAa-arry lal gl ts cue ge ps elebal GAS pak Otiloay— GL ge SHS Sp) si BAIS 39 9 Sse pl age Saag eget ae tpger le Fysleg § ras Sk bail sibs a bh) Cane she cgotal dpa snore gh Sua he Cpe aaa Saat (Om - Dye sla badegslas gE same SIE LS pa Me glad fal rapid Quassie dhasS Le! (glans glanne- (fallen 7ST ypuliel gra 5 AIG! 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Robustelli Gabriel 4.Pall Gerard T, Paul nay pBld anche tue dlage Sopa 38s (Preface to the Fifth Edition) pay bey vs sted ga utay (How to use the Handbook) us 3! ati egas (Flow to Think about Quality) 24S 09015 SE agai (The Quality Planning Process) aks wiq2 coh ila (The Quality Control Process) ouiS J 28 wii (The Quality Improvement Process) =yiS oaees Hui (Process Management) st 4 cys ‘(Quality and Income)asl ys y oui (Quality and Costin 254 y subs a8 pes y aledihl gepS ofhil ( Measurement, Information and Decision Making)‘ OK ole anes 9s Breet IS (Computer Application to Quality Systems) 1S09000,sla vital ws (The 1S 9000 Family of Internationa] Standards) (Benchmarking) ta guste ule (Strategic Deployment) goals sila le (Totai Quality Management)gale 2b 2.86 (Human Resoureos and Quality}eais y lel gyn (Training for Quality)ouis ye bi get tee tae 9 Hat Sette (Project Management and Product Development)soba hy yar sors agg Frank M. Gryna AIC .Endres CM, Yuhasi, Lawrence Berastein Frank P, Maresca, John A. Donavan Frank M. Gryna BE. “Bud” Edward Enchs (Charles 8. Wankel James A. F. Stoner Frank M. Werner Donald W. Marquardt MK Detrano: ‘Yoshio Ishizaka Patrick Mene Al Gore ‘Maureen Bisoguano Donald M. Berwick, Robert E. Hoogstoel Charles A.Aubery Ul ‘Thomas C. Redman JM, Jouran, 1M, Joursn Lennart Sandhoim Tito Conti eases (Market Rescarch and Marketing) pli.t5l Jib tia ee Sat oS (Quality in Research and Development) (Software Development) 30 95 toast ‘Supplier Relations) 636 seats days (Operations) cutee (lnspection and Test)se3T 5 pete (lob Shop Industries)... pune (Customer Service) jibe otis Pay y Fee olla (Administrative and Support Operations} (Process Industries) ,ssih gine We cpasll le gle oy ead «Quality in High Tech Induscry) (Automotive Industry) sags cana (Cravel and Hospitality Industry), 24 9 Bleue guise (Government Services) ys cess, (Health Care Services) ,2agy olad (Financial Services Industries) ile ohoai lice 98 ds ah Leh! il pn {Second Generation Data Quality Systems) (Quality and Society) gs 4 ons (Quality and National Cotture) ta Sin, bs sae led GlasgtS yo cubis «Quality in Developing Countries) (Quality in Western Enrope) pt shat yo 28ty foes yaa vay ay yay Al yar 1-A3 esha Robert E, Hoogstoe! JM, Jouran ‘Noriaki Kano Yoshio Kondo Yuanzhang Lie Marcos EJ. Bertin Edward I. Dudewiez Horrison M. Wadsworth dwardG Schilling J.Stuart Hunter Willam @. Meeker, Louis A. Escobar, .» Gerald Hahn Necip Dogenaksoy een {Quality in Central and Bstern Europe), 3 2 9 i aly) ot dS (Quality inthe United States), yl ace VU yt cas (Quality im Japan) 5y!5 4 ois (Quality in Peoples Republic of China) ee 3b sven 23 Quality in Latin America) 5% ysl! 02 ‘asic Statistical Methods) UT 52 4 colt 32 (Statistica) Process Control) gf sea Jas (Acceptance Sampling) tei) wa doo 34 dale gale (Design and Analysis of Experiments) SSLEMD elad y lal abt pate (Reliability Concepts end Data Analysis) ade 5 the gg) Set (Glossary of Symbols andAbberiations) (abies ané Chartsdiaiagaty ulin -Y onoat sips ala y ph ba te da lanl Tg (Selected Quatity Standards, Specification, and Rotated Documen's) ‘ oN SaON sclidal ogni r was gs WAT USI aaa Le gens Sybejuesbeg Fp SS ge ya gal aghacl olay l5y if uli gas gS cul (PARTY Ghda) sel oj ga coe ola ta gad y alba g (Sy cae gay se) De I slesad a8 Gel so atige GLE aaah ype Sse 1 gH pS Panag TOlaas sLaleag SAR, cud oad SLES (¥ casa gt) (How To Find tt) sills its ogi hagas gle als Lar gS Gul jo cle Mal SL coy laps gta =} Sail -¥ (SoU lg HLLS I he ype olla! 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Chatto oul GUT 9 Stes Spal ABCD cla 9 highs Goh y pid sland te gly a) Jala ila Fpl slate Se 3 pgs Lib Uae Gl ye ote cola Cea alloy BEAK Ly SOLS 9 WH Falier 4 CUSUM pg colbgugy 9 CUSUM sf aslbiaul VAY: 2s po IM Lucas (lil Sa gh ya |) JS Gy git Col Sl 0 SIS le allo gla hg lp ans —SytglS Blane nan ys ed LBS Gt eesbaney cael cgatul 5 gulina ga S dpitige CUSUM 3S 5) Sal oldl ya pes cle dy aybtl Ladd arc aL 9 path palin ga ahs 3 gate 5H alee 3p Sk He ool Gah yo osiany ss tea she saul 0d yp hase CeiS S gp a gl ty Sos olive-ASQG (1867). Quality Assurance forse Chemical and Process Indus: A Manuel of Good Pretlons, American Sccaly fr ‘uty Contr Mitwauken, Wt ‘ASOC {12002,'S0 000 Guidalines farina Chenoa! ard Process Industas, 24 9c, Amatican Society for Quekty Cont, ‘Chemical end Process Industes Dvlon, Choricl ioreet Comite, Mihveukso, W ‘A806 (1290), Spucfeaion for tne Choml and Process induciac, Amonéan SoOKY for Cualty Cont, Chantel and Process Ind.skiee Divston, Chemical Irtorost Coramtinn, Mace, WL Gisel. A. (1996), “The Portrance of Contol Chane ane CUSUME Undor Liosr Teen” Journal af he Reval Satecel Soxiety soe C, eh 35,9 21; comgondun tobe, Vl. 3, pp. 145-151 harp, CW. an Wocdal, W. H, {1087}, “Eiet Haeuls ler Shower Cenivl Chare win Supplementary Rune Rules” Techrome'es, wo 2, pp. 382.98, (ming, €. (1967). “Wa Happened in vapen. Ireusttal Gualky Cones, vo. 24, pp. 86-93. Boring, WE: (1972). "Reporte Managarent” Quathy Progroes, wos. 8,29, ard 41 Dating, W. E (1882). Quan, Producthy, ane Compete Postion. Massachuers Insite of Teele, Comer for -Acvancid Enginerirg Sty, Carbrigo, HA, Haid, A (1882), SuisicalThoory wi Engineering Apaeatons. Sohn Way & Sera, Now Yor 180 $000 (1860. toatl Sandor. Cua Management and Quy Aeeuarce Sardar Cuisines fr Seleion and Us, ‘lematona Crantzaon fr Stacatdatn, Geno, Sntzaand Avainbe trough Amorean Natonel Standart neil, Now “Yor, alsa avatoie se ANS /ASOC GB000:1894 rom Anencan Sooety or Gully Conk, Miwa, WL Jura, JM. (1874), Quaity Gost Handbook, Sid o., MeGrawcHkl, Naw York. p. 180 Kemp, K V4. (1961), "Tho Average Run Length ofthe Gumusive Sum Chart hon a V" Mack s Use!" oul ofthe Royal ‘Satncal Socoy, orbs B, wo. 23, pp. 140-163 1st Oven D 8.1979 Tao Sted Szwering Pood. ne Bora Can Techarnees, 0.21.69, 7288. Lucas, J, (1873). "A Maciped V-Maok Coniral Scheme. Tedinoratis, al 73, pp 29-047, Laas M (1876) “To-Gaeen and Ue of V-Mak Carto Sehares”Joual af Guay Techn 0.8 112 Las (1882) “Combing Stewart CUSUM Quay Carr Shares” Jounal f Cushy Tech, 4p. 55, Lucas, JM. (18859), “Counted Data GUSUME" Technomate, vol. 2. pp. 20-744 (cas, JM 19856), Cumuleive Sum {CUSUM Cont Schemes” Communicate in tats, Thecretcal Maods, vol. “4.0, 1, op. 2680-2704. a0. (1964)"Nin Tac and and Cece Mere Pd aly Tha man Sin se 8 arquar, 0. W¥. 199 1), Product Quety managernt. Pod Engineering, Wimingcn, DE Marquar,D. W.(1063),"Eerrating tho Stoncard Dewan fer Statistical Procose Gontol*Intemationl Jounal of Quay ‘and Rababihy Haragemert ol, 10, no. 8 pp. 6067 Marquart ©, w (1901 “Ropon Cord ewes in Quy Managemen.” Quit Managarent Jounal et 1.6.2 pe 1628, Marquact, ©. W. (1997), “Tw Matte Gonvo-CUSUM Simpiied in « Showhart Framewark infematlenal Journal of Quay ‘and Retabity Maragemert, vol. 14, na. 3, po. 220-288 Marquard,D. Ward Wry, DL. (1808). “Twn Metric Sratagy fer Improved 86." MPRO 1981 Confrence Proceedings, Jucwn natu Ie, ton cr. Marquart. gn Ulery, DL. (1902). "Win Mele Contol-meroving SFC to Mest Sup Chain Raalie ofthe “800 “Transactone ofthe <6 Amul Qulty Congres, Asien Solty for Guay Conta pp. 87.573 NOS (166i), “Taiog oft Bias Nonral Distibuton Functon ane Related Furcons* Api Matiwmnatics Sven 50, atonal Bureau of Stndtds, U.S. Goverment Paning Office, Washington, OC. Owen, D. B, and Bode, J. W (1676) ‘A Screening Method for Inrsasny Accactble Produc with Some Paramore Unenown- Tachnometres ol 16, 9p. 196-188. ‘v0.8. 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Managing Customer Value. The Free Pross, Oi Tappan, NY. Hamel Gary (1996). ‘Strategy as Revoluon." Harvard Businses Review, Jul August, pp. 69-2, Harry, kel J. (nd), The Natur of Six Sigma Quality. Goverrmont Etocnice Group, Meforoia Ire, Schaumburg Jones, Capers (1961). Appiod Software Measurement, McGraw, New York, Pau, Mark, ot (1995) Capabiy Matty Model, Addison-Wooby, Reading, WA, ‘auatce Qualty Services, inc (1881, Teta! Quelly Management, G 1 Stony Toots and Techriquss, Marshall Quaitoe, ‘Sootbcwe, AZ. (Acknowledgments) wild (References) plist lis 9 pilaae a (Automotive Industry) 9 395 caine ‘Yoshio [shizaka okee eet ake emese avers) agi ycbte (1-14) sake orn) tebpy ohLe slags dams G4) Be OS gst SI pt ony aagiche ibe th O-¥8) ihagaish JS 9 eS oH (T4), agli Las YA) cenee le On) sal aspe (v4) catiee ele gla 4x4) Kanban gists (s-¥4) can ea ppp ora) eye (ETN) Bale Weys) fell cae Ll pase Gatch (0-18) pean sieyE oe ery cath aly gases O18] eB dale bob whee ab (o-74), * pisses (18) eS pe IS {ye-¥8) bgp esis ta (1-14) tle koe wry a9 Flak nee OTH) wale Sak (IR) tines ole SS ayo giledbl sds VT) ABceles! gest ous) Silas ass IBLE Gls ols O14) atily daly ot ala) oy Subsite 18) ea (aevay ables rt) Sol axa) Ste Sank M4) A a ale LT (Aera} a) ste Joe Sears ly olaobet Garay (ery 2 el yas ora goagh oubss LSI patie (18) oh cab bs balsa (aera) eat glayySno 0-18) asi yal oy ts er) conde (0-18) aS gueb cs! (v8) wate Sin hye (N-V8) eS yall baa aS Qe (ri) qi GS pina (XNA esi cls J iS (Introduction) a0. 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Signe “oaibla cela hb sued hal jo ef 5) cal GL spe age Noa ogee seg nts abi ogy esl Says al Sala Bae 3 ALIS ont gla ia St anges I Slew YaB L238 ohn ge) pS a gs AS Sigel yo GT ia cig gtatleslen “UST capa Gh Saad JS Gln S tail 3) hes 8 fos 2828 claps Gps dale pl BUS gahT pb nS pO, SN Sah colik ged fie sak ole legen 919% GH oe dm Tt Sle SV) ay n3 bd clap (0) sia S Jot flaky Shi Si jhe yad poled ps isaelyd pleas dy! ts gil y rugs lap iO) g pulp Gaps gy NE ood slags Mcase 9 Sul sgas ened Cuba 5 33)0 pang sagt ote aS 29 gt DG ola sate Jin RIG Gal dss oes jab lj gins (Emphasis on Process Management) 21/8 ou te ps sash oe by GUS aay 3) apts Uke lad carats op dla 9 ailins ulaplajler iS ye 5S Gal goes Fes SG Stee sashes 5250s bS & lesan aul ASL gal IS GT ja 4S ag fi sls sla tangs Lah,$ oi) 3 eshnny obs 4 x(Thraats of an Electronic World Where Efficiency Rul FB ge pal) SE y eS ihe al LIS pee 8 leet lars atid Hy S els soph oh bls Tp ple al JSF cathy atl po gang la leh isle wor sk O847.Clovelandh ee tab Sy pbs Sal EVs HS al gb 19 BE cans pale aa gelato uivtliee pala ae se ALS ol ph Saal yd Gey go Gd UU hologram) pS ogee ae gashd wloasesle EG ge pee S cad le Cul Ga 2 Sie s $5 G4 al pe S uel cashes See ew aded 1p sph JS dane il spe pize abled pd Sa Seo WE hy Aah Ss SI ul ya pty te Glau ly GI ASaw Gl oh 9 Loe 7s soles ibe JEAN a 5h Jobe 3 JS ile tis ps calle page god S sal gh cll gli Ls Jad snag fis yo call aly sia fal ba ge ashe als shal yd Ba'S alla dant a5 yess Mla gl AS Gea BANS cag Ry op gL ALBUS Nya) at GS paola ad Cal Jia! Goh 8 alah h Una |b ay Bes Lag less S5ke 2s pase GAS IEL cael oad allem pyle oes Salen pa da pa Sa 8 AbUL | 1B BE Sagal Inet toda hs ST atl San slang SiS JBL AF Jl ys gla als glen YE sy sal ty alles Jibs goal ot pale pu pela) sitlea game al JS be Gul Glas cand SaetS si jlunaste Lal Se dS Gh cath wil Spe SSH asl IS colts ipl ah y GS aS stalyd lybad! y Gat oath, tebe ae Slot dl) eying 3d iad pSle “pled alge UBT yo 6 apt el Gad ths OS hp seoaial a sa colagg 8 Cal te ls cel idy 9 sittin Nyame Be (References) pili LS 9 asic ‘Abbey, James R. (1995). Sales aud Marketing for Hospitality Operations. American Hotel and Motel Association, Lansing, MI, pp. 3-7, 8 U1. ‘Bernowaki, Karen (1996). “America’s Nostalgic Affair with Loyaliy.” Quality Progress Magazine, February.calaney Guiles glia THY Cabana, Steven (1995), “Participative Design; Effective, Flexible and Suecessfil, Now!” Journal for ‘Quality and Productivity, January-February, Cleveland, Charles (1988). Decision-making: Super Luxury Hotels 1988, Communications Development, tne., Des Moines, TA. ‘Cleveland, Charles (1995). The Fuaure 1995. Commumicesions Development, fuc., Des Moines, LA. Forsyeth, Steven E, (1995), “Biffeets of Airline Deregulation in the Aitline Industry." Presentation to Edison Electric Institute, Delta Airlines, Atlanta, GA, Geojiales, Nick (1995). "Quality Management at British Airways, “Presentation to Coopers Lybrand, ‘Vertiee, aly. Goldsmith, Chartes (1995). “Jet Ahoy! First Class Flyers Go "Yeebting’.” Wall Street Journal, Decerber 4. Hadley, Helene (1995), Light, private communication to Patrick Mene, Marrion Hotels aud Resorts, ‘Washington. Jutar Institute (1994). The Alligator Hatchery, Quality Minute Video Education Series, Center for Video Education, North White Plains, NY. Jusan, J. M. (1988), Quality Controt Handbook, ath ed., MeGraw-Hill, NY. Kaznovs, Brian (1995), Private communications to Patrick Mene. Kaznova Consulting, Atlanta, GA. ‘Nichols, Robert (1995). Private communication to Patrick Mene: “Quality Practices in the Aistine Industry.” ‘Sky West Airlines, Phoenix, AZ. Power, J.D, & Associates (1994, 195), Meeting Planner Market Research, 1994; Anouo! Frequent Flyer Airline Rescarch, 1995. Aurora, CA. ‘The Ritz-Carlton Hote! Company (1993, 1994). “Malcolm Baldsige National Quality Award Application Summary 1993,” Atlania, GA; Dearborn Housckeeping Project 1994,” Dearborn, MI.YS hk Ulyad cal gs oi 554 (Government Services: ReInvention of The Federal Government) AlGore dake eed tokee egudgo ten} els ale el a IB Ula! 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(1971). “Evaluating Quality of Patient Care: A Strategy Relating Outcome and Process Assessment.” Jounal of American Medical Association, vol. 218, pp. 564-569. ilbank Memorial Fund Quarte:ly,YY olay (Financial Service Industries) its alesa ails sabe (erry over) wer over oer our oor oom morn qr) oer) ver) jreery (rerey (ro-rry enboe Sas og aSe3lsl Sout ae shee el US oI 2a Gant Ayia yg yin ha pate Bgl coe Ua. wy leas Gaal gate isthe 5939 28 oll y Sle stot phan cass agit pltetSeaye hyo siciey SIG — phir pee ey esate aside eat g siete slat dante edaae” ae dane Ba aS 38 hi oskes agate ly JS JT gal ie sepa 9 Bed hath won om pak sche cope eo Sette Sle AB cay ad AGS 9 glee sao con vor) ory rr (rey berry “wm wry er wer) oom ory om oem) oem Charles A. Aubery IT Robert E. 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