Author/Pioneer Description and focus of quality Contribution to Application

quality
Joseph Juran Juran’s definition simultaneously Pareto principle Juran took the Pareto
attempts to be product-focused Principle – the top
and customer-focused, claiming The Juran trilogy 20% of any country’s
that a practical definition of quality population accounts
is probably not possible. for 80% of its
economy – and
Juran would like to define quality in translated it into
terms of customer satisfaction. To business. He argued
do so he must deal with the that most defects are
relationship between customer the result of a small
satisfaction — for which he percentage of the
suggests no comprehensive causes of all defects,
measurement strategies — and the according to the
conformance of service attributes Economist. For
or product specifications — which another, 20% of a
can be accomplished fairly well in team’s members are
the workplace. going to make up 80%
of a project’s
He defines quality ambiguously as successful results. And
fitness for use. 20% of a businesses’
customers will create
80% of the profit.

He developed the
Juran Trilogy, which
involved three
principal areas:

Quality planning –
This involves
identifying your
customers,
determining their
needs and developing
products that respond
to their needs.

Quality improvement
– Develop a process to
create the product
and then optimize
that process.

Quality control –
Create a process that
can operate under
 minimal inspection.
W. Edwards Deming is advocating that the The Deming System Total Quality
Deming customer defines quality, not the of Profound Management
buyer, not the manager or even the Knowledge Frameworks
consultant. • Organizational
14 key principles to structure and its
The difficulty in defining quality for managers operations
Deming is to translate future needs
of the user into measurable PDCA myth Quality Assurance
characteristics so that a product or System
service can be designed and Seven Deadly • New product and
produced or delivered to give Diseases new technology
satisfaction at a price that the Development
buyer is willing to pay.
Management Systems
for Business Elements
• Cross-functional
management and its
Operations

Human Resources
Development
• Positioning of
"people" in
management

Effective Utilization of
Information
• Positioning of
"information" in
management
Armand V. Views quality as an effective system Total quality Total quality
Feigenbaum for integrating the product and management management is used
service development, quality to streamline supply
maintenance and quality Accountability for chain management,
improvement efforts of the various quality improve customer
groups in an organization so as to service, and ensure
deliver products and services at the Concept of quality that employees are
most economical levels, which cost trained.
allow full customer satisfaction.
Concept of the The focus is to
Feigenbaum”s definition of quality hidden plant improve the quality of
is about the customer. an organization's
outputs, including
Quality is neither a department, nor goods and services,
a technique nor a philosophy. It is a through the continual
fundamental way of managing. improvement of
internal practices.
 Total quality
management aims to
hold all parties
involved in the
production process
accountable for the
overall quality of the
final product or
service.
Kaoru Ishikawa Ishikawa’s definition of quality is User Friendly The Fishbone Diagram
also a customer-focused definition. Quality Control template (also called
an Ishikawa Diagram
Ishikawa makes it clear that proof Fishbone Cause template) can be used
of high quality is the satisfaction of and Effect Diagram - to explore the
ever-changing consumer Ishikawa diagram potential causes of a
expectations. particular issue,
Implementation enabling your team to
Ishikawa advocates the idea that of Quality Circles find a solution more
customer satisfaction is the end effectively. After
game for all the efforts to deliver a brainstorming some
quality product or service ideas, you can sort
them into groupings
“To practice quality control is to to hone in on the root
develop, design, produce and cause of the problem.
service a quality product which is A Fishbone Diagram
most economical, most useful and template is
always satisfactory to the particularly useful
consumer.” when you must rely
on experience and
ideas rather than
quantitative data.
Donald berwick He investigated quality control To Err is Human: Don Berwick describes
measures in other industries such Building a Safer six dimensions of
as aeronautics and manufacturing, Health System quality in health care:
in order to consider their safety, effectiveness,
application in health care settings Crossing the Quality patient-centeredness,
Chasm: A New timeliness, efficiency,
helped raise national awareness of Health System for and equity.
the systemic factors that lead to the 21st Century
medical mishaps and identified six
fundamental principles of quality
health care that have been widely
adopted.