Joseph J. Juran's Trilogy of Quality Management

Joseph J. Juran's Trilogy of Quality Management
In addition to Deming, Juran was another great Founding Father of quality, and was responsible for the famous Juran Trilogy concept.
This quality philosophy consists of three steps: Quality Planning, Quality Control and Quality Improvement. 1) Quality Planning: The quality planning phase is the activity of developing products and processes to meet customers' needs. It deals with setting goals and establishing the means required to reach the goals. Below are the steps in the quality planning process:

• Establish quality goals

• Identify the customers: those who will be impacted by the efforts to meet the goals
**This is especially important for quality persons, don’t think your customer is the final end user. Your real customer will always be the unit you serve, thus the real goals for your unit should be your goals. You need really understand the goals that your unit holds.

• Determine the customer’s needs
**Remember who your customer is.

• Develop processes that are able to produce those product features

• Establish process controls, and transfer the resulting plans to the operating forces

2) Quality Control: This process deals with the execution of plans and it includes monitoring operations so as to detect differences between actual performance and goals. It is outlined with three steps:
**This compare to the goals or standards
• Evaluate actual quality performance

• Compare actual performance to quality goals

• Act on the difference

3) Quality Improvement: This is the process is for obtaining breakthrough in quality performance, and it consists of several steps:

**The quality improvement as a systematic work.

• Establish the infrastructure needed to secure annual quality improvement

• Identify the specific needs for improvement- the improvement projects

• Establish project teams with clear responsibility for bringing the project to a successful conclusion

• Provide the resources, motivation, and training needed by the teams to- diagnose the cause, stimulate establishment of remedies, and establish controls

***The greatness of Juran’s trilogy lies in that it provides the practical routine for a continual quality work. Deming spoke out the ideas, Juran made the process. It is very close to the concept of PDCA (Plan-Do-Check-Action) circle. Quality as a work falls in that circle also. Mind always goes before physical action, but always need feedbacks from physical action