A Presentation on Management Guru

Joseph Moses Juran’s Trilogy

About : Joseph M. Juran
• Born December 24, 1904 • Graduated from Minneapolis South High School (1920) • Bachelor's degree in electrical engineering from the University of Minnesota (1924) • Contribution in the field of management, particularly quality management • Founder of the consulting firm of Juran Institute, Inc.

• Quality
– “Quality” means those features of products which meet customer needs and thereby provide customer satisfaction – “Quality” means freedom from deficiencies—freedom from errors that require doing work over again (rework) or that result in field failures, customer dissatisfaction, customer claims, and so on – In this sense, the meaning of quality is oriented to costs, and higher quality usually “costs less

J.M. Juran’s Trilogy
• Developed the idea of trilogy • Trilogy shows how an organization can improve
• • •
Quality Planning Quality Improvement Quality Control

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

How To Manage For Quality: The Juran Trilogy
• To attain quality, it is well to begin by establishing the “vision” for the organization, along with policies and goals • Managing for quality makes extensive use of three such managerial processes:
– Quality Planning – Quality Control – Quality Improvement

• These processes are now known as the “Juran trilogy”

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

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


Users of Juran Quality Program
• • • • • • • • • •
Abengoa AT&T AT&T Wireless Atlantic Copper Becton Dickinson Black & Decker BP Computer Science Corp. ConocoPhillips DuPont

• • • • • • • • • •

Lipton Littelfuse Microsoft NOKIA Mobile Phones Norsk Hydro Agri Pemex Prosegur Unilever - Best Foods Samsung Electronics Sun Chemical

Strength of Juran’s Trilogy
• The methodology searches a continuous improvement of quality in every aspects of the organization, because if the implementation of the methodology does not give the desire results it is possible to start all over again • The methodology allows the use different quality tools to cover the steps of Juran’s Trilogy. It allows a better understanding of the relationships of every stage of the company • The methodology is well structured and allows the companies that implement it, an easy understanding and application.

Weakness of Juran’s Trilogy
• To have quality control it is necessary to have a trained person with knowledge in statistical processes or train a special person to be in charge of quality • The program is focus in the company process and not in labor force • Analyzing the requirements of the program we found that the companies who apply the program have a complex level of organization • This kind of methodologies show results in a long term; this represents a risk for the company because the implementation of the quality program can be a waste of time, money and resources.

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