Joseph M.

Juran
 Born December 24, 1904

 Juran was born in Braila Romania, one

of the six children born to a Jewish
couple, Jakob and Gitel Juran.

 Graduated from Minneapolis South

High School (1920).

 Bachelor's degree in electrical

engineering from the University of
Minnesota (1924).
Joseph M. Juran
 His first job was Troubleshooting in
the Complaint Department. In
1925, Bell Labs proposed that
Hawthorne Works personnel be
trained in its newly
developed Statistical sampling and
control chart techniques.

 Founder of the consulting firm of

Juran Institute, Inc.

 Concerned with the wider aspects

of management, beyond quality
 Books
• Managerial breakthrough. Revised ed. New York, McGraw-Hill,
1994. (First published in 1964)

• With Gryna, F. Quality planning and analysis. New York, McGraw-

Hill, 1993

• Juran on quality by design. New York, Free Press, 1992

• Juran on leadership for quality. New York, Free Press, 1989

• Juran on planning for quality. New York, Free Press, 1988

• Juran's quality control handbook. 4th ed. New York, McGraw-Hill,

1988

• Managerial breakthrough. New York, McGraw-Hill, 1964

 Contribution
• Voice of the Customer (VOC)
• Internal Customer
• Cost quality
• Quality
• Juran Trilogy
• Juran 10 Steps to quality improvement
• Breakthrough Concept
• Pareto Principle
 Voice of the Customer (VOC)
• The Voice of the Customer (VOC) describes
the spoken and unspoken true needs of the
recipient of one’s goods or services.

• The customer can be both internal and

external, and its voice cannot be overlooked.
 Internal Customer
Internal Customer

• the Customer was not just the end customer

and that each person along the has an
internal customer.

• each person along the chain, from product

designer to final user, is a supplier and a
customer.
 Internal Customer
• The person will be a process carrying out
some transformation or activity .

• Juran maintained that at each stage was a

three role model.

o
Supplier Process Costumer
Quality
Juran classifies the cost of quality
into three classes are

1. Failure costs:
• Scrap, rework, corrective actions, warranty
claims, customer complaints, and loss of
customer.

2. Appraisal costs:
• Inspection, compliance auditing and
investigations.
Juran classifies the cost of quality
into three classes are

3. Prevention costs:
• Training, preventive auditing and process
improvement implementation.

• Juran demonstrated the potential for

increased profits that would result if the cost
of poor quality could be reduced.
 J.M. Juran’s Trilogy

• Trilogy shows how an organization can improve every

aspect by better understanding of the relationship
between processes that plan, control and improve
quality as well as business results.

• In 1951, the first edition of Juran’s quality control

handbook was published.
.
 J.M. Juran’s Trilogy
• To attain quality, it is well to begin by establishing
the “vision” for the organization, along with policies
and goals.

3 component
• Quality Planning
• Quality Improvement
• Quality Control
 Quality Planning
• Establish quality goals.
• Identify who the customers are.
• Determine the needs of the customers.
• Develop product features that respond
to customer’s needs.
• Develop processes able to produce the
product features.
• Establish process controls; transfer the
plans to the operating forces.
 Quality Control
• Evaluate actual performance.
• Compare actual performance with quality
goals.
• Act on the difference.

PLANNED ACTUAL DIFFERENCE

 Quality Improvement
• Prove the need Establish the infrastructure

• Identify the improvement projects.

• Establish project teams.

• Provide the teams with resources, training,

and motivation to.

• Diagnose the causes Stimulate remedies.

• Establish controls to hold the gains.

 Juran 10 Steps of Quality
improvement

1. Build awareness of the need and opportunity

for improvement
2. Set goals for improvement
3. Organise to reach the goals
4. Provide training
5. Carry out projects to solve problem
 Juran 10 Steps of Quality
improvement

6. Report progress
7. Give recognition
8. Communication result
9. Keep score
10. maintain momentum by making annual
improvement part of the regular systems and
process of the company.
 Breakthrough Concept
• Like Deming cycle, Juran’s breakthrough
concerns itself with the product/service life
cycle.

• In essence, this splits it up into two areas :

1, “journey from symptom to cause
2. “journey from cause to remedy”.
 The Pareto Principle

• Realized that pareto distribution applied to much more than

just the wealth of the population

• Applied Pareto’s principle (80/20) to Quality Control

• Recognized that 20% of the defects were causing 80% of the

problem
 Juran’s Philosophy
Joseph M. Juran
(1900-2008)

“Without a standard there is no logical basis for

making a decision or taking action”
• The end 