Contributions of Juran

ØQuality Definition

ØInternal customer

ØCost of quality

ØQuality trilogy

ØJuran’s 10 Points for Quality

ØThe breakthrough concept

ØPareto Analysis

Quality Definition:

       Juran viewed TQM as “fitness for use” or fitness for customer. Company should use proper indicators to determine the needs of customers accurately. And focusing on “fitness for use” helps the company to prevent the under or over-specification of products and services. Therefore, he believed quality has a direct relationship with the satisfaction of customers with the products or services.

Quality Trilogy:

Quality Planning	Identify who are the customers. Determine the needs of those customers. Translate those needs into our language. Develop a product that can respond to those needs. Optimise the product features so as to meet our needs and customer needs.
Quality Improvement	Develop a process which is able to produce the product. Optimise the process.
Quality Control	Prove that the process can produce the product under operating conditions with minimal inspection. Transfer the process to Operations.

Juran 10 points for Quality:

                Juran e introduced “Ten Steps to Quality Improvement” for improving the satisfaction of customer, these steps are listed below:

1. Build awareness of the need and opportunity for improvement;

2. Set goals for improvement;

3. Create plans to reach the goals (establish a quality council, identify problems, select projects, appoint teams, designate facilitators);

4. Provide training;

5. Conduct projects to solve problems

6.Report progress

7. Give recognition for success

8. Communicate results

9. Keep score, and

10. Maintain momentum by making annual improvement part of the regular systems and processes of the company.

Quality cost:

 Juran classified the cost of quality into failure costs, appraisal costs and prevention costs.

1. Failure Cost

Scrap, rework, corrective actions, warranty claims, customer complaints and loss of custom

2. Appraisal Cost

Inspection, compliance auditing, and investigations

3. Prevention Cost

Training, preventive auditing, and process improvement implementation

Pareto Analysis:

1. Joseph Juran observed that most of the quality problems are generally created by only a few causes.For example, 80% of all internal failures are due to one (or) two manufacturing problems.
2. Identifying these “vital few” and ignoring the “trivial many” will make the corrective action give a high return for a low money input.