Quality Management
Joseph M. Juran
Joseph Moses Juran
(1904-2008)
– The most important publication:
• He was a consultant
• He trained in Japan (50th
year) , followed Deming
to Japan in 1954
• Quality Control Handbook (1951)
– Author:
• Juran's trilogy
• the 10 poits of quality improvement within the
organization
• the definition of quality: "fitness for use"
• The concept of quality costs
• The concept of internal and external client
• Founder ASQC (American
Society for Quality
Control) - now ASQ
• Winner of the state (eg
Japan - the Order of the
Sacred Treasure Second
Degree)
– Focused on strategic quality planning
• He lived 104 years
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Juran’s Trilogy Diagram
Joseph M. Juran’s Quality Trilogy
Quality Planning
Quality Planning
Quality Control
Establish quality goals
Identify customer
needs
Translate needs into
their language
Develop a product for
these needs
Optimise product
features for these
needs
Prove the process
can produce under
operating
conditions
Transfer process to
operation
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Quality control (during operations)
40
Quality
Improvement
Seek to optimise the
process via tools of
diagnosis
Cost of
Poor
Quality
Quality
improvement
New zone
of quality
control
20
Original zone of
quality control
0
0
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TIME
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Lessons learned
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Juran’s Quality Planning Road Map
Joseph M.Juran and the Cost Of Quality
2 types of costs
1) Identify who are the customers
2) Determine the customer’s needs
3) Translate the needs into their language
4) Develop a product to meet those needs
5) Optimise a product so as to meets our needs
as well as the customer’s.
6) Develop a process which is able to produce the
product
7) Optimise the process
8) Prove the process can make the product
under operating conditions
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• Unavoidable Costs:
• preventing defects
(inspection, sampling, sorting, QC)
• Avoidable Costs:
• defects and product failures
(scrapped materials, labour for re-work,
complaint processing, losses from unhappy
customers)
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Joseph M.Juran and the Cost Of Quality
Costs
Total
Costs
Unavoidable
costs
Avoidable
costs
100% defective
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Point of “Enough
quality”
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100% good
48
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Joseph M. Juran’s 10 Points
1. Build awareness of the need and opportunity
for improvement.
2. Set goals for improvement.
3. Organise to reach the goals (establish a
quality council, identify problems, select
projects, appoint teams, designate
facilitators)
4. Provide the training.
5. Carry out projects to solve problems.
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2
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Armand Vallin Feigenbaum
(1922-?)
Joseph M. Juran’s 10 Points
In 1951, introduced
concepts of total quality
control and continuous
quality improvement
Books:
1945, Quality control:
principles, practice and
administration; an
industrial management
tool for improving product
quality and design and for
reducing operating costs
and losses, McGraw-Hill
industrial organization and
management series, New
York, McGraw-Hill,
1961, Total Quality
Control, McGraw-Hill
6. Report progress.
7. Give recognition.
8. Communicate results.
9. Keep score.
10.Institionalize the improvement process
(Maintain momentum by making annual improvement
part of the regular systems and process of the company.)
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A.V. Faigenbaum
1.
2.
3.
4.
5.
– Term: QUALITY COST (1943)
– Term: TOTAL QUALITY MANAGEMENT (1961)
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Japanese quality gurus
• Author:
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Kaoru Ishikawa
Shigeo Shingo
Taiichi Ohno
Genichi Taguchi
Masaaki Imai
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Kaoru Ishikawa
(1915-1989)
Kaoru Ishikawa
Shigeo Shingo
(1909 - 1990)
• Industrial engineer
• Shingo method = Pokayoke method ("foolproofing" or "idiotproofing")
Dr
Promoted use of
quality circles
Developed
“fishbone” diagram
(Ishikawa Diagram)
Emphasized
importance of
internal customer
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– A poka-yoke is any
mechanism in a lean
manufacturing process that
helps an equipment
operator avoid mistakes
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Taiichi Ohno
(1912 – 1990)
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Genichi Taguchi
(1924-2012)
• an engineer and
statistician.
• From the 1950s onwards,
Taguchi developed a
methodology for applying
statistics to improve the
quality of manufactured
goods.
• Taguchi methods
• He was a Toyota executive
and one of the chief
architects of the Toyota
Production System (kaizen).
• He wrote several books
about Toyota, f.e:
– Toyota Production
System: Beyond Large-Scale
Production
– Workplace Management.
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– Taguchi loss function
– design of experiments
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4
Quality Management
Masaaki Imai
(1930-…)
• Leader in spreading the
Kaizen philosophy
(Kaizen Institut)
• Books:
– 1986: Kaizen: The Key to
Japan’s Competitive Success
– 1997: Gemba Kaizen: A
Commonsense, Low-cost
Approach to Management
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5