Juran Trilogy
A Training Tool on the Trilogy Quality Model
Under the Direction of Dr. Tom Foster
Brigham Young University, Provo, Utah
By
Marious Tcherpokov
MBA 634 Quality Management
March 29, 2006
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
What We Will Cover
1. What is Juran Trilogy
2. Brainstorming Exercise: How Can This Tool be Used in
Your Organization?
3. Explanation of Juran Trilogy Tool
4. How the Juran Trilogy Tool May be Used?
5. A Real World Example of the Juran Trilogy Tool
6. Practical Exercise – Now You Have a Chance!
7. Summary
8. Readings list
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
What is Juran Trilogy
• The Quality Trilogy
• Universal approach to quality
– Various hierarchy levels
– Various functions
– Various product lines
• Top management involved
• Entire organization involved
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
What is Juran Trilogy
• A systematic approach
– Break through existing levels of quality and
reach unprecedented ones
– Conscientious and dedicated system of
thinking and activities
– Not merely haphazard project-by-project
improvement
• Anecdote -- the manager who is up to his waist in
alligators
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
What is Juran Trilogy
- Quality Defined
•
Fitness for use
– 1. Quality consists of those product features that
meet customer needs
– 2. ‘Quality consists of freedom from deficiencies.’
•
Meeting customer needs and eliminating of
waste
– Customer -- internal and external
– Eliminating of waste – employing cost-efficient
processes
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
What is Juran Trilogy
- Planning, Control, and Improvement of Quality
• The Trilogy consists of three sequential
and logical groups of activities:
– Quality Planning, Quality Control, and
Quality Improvement.
• All three processes are universal
– Applied to a particular process
– Performed by top management or by middle
management
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
The Quality Trilogy
What is Juran Trilogy
- Quality Planning: Summary
•
•
The Quality Trilogy diagram.
Quality Planning
– “Creating a process that will be able to
meet established goals and do so under
operating conditions." (Juran)
– Discovering customer needs and
opportunities for reduction of waste and
developing products and processes that
would meet those needs and attain to
those opportunities.
– Subject matter
• An office process for producing documents
• An engineering process for designing
products
• A factory process for producing goods
• A service process for responding to
customers’ requests
Lessons Learned
Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing
for Quality, Executive Excellence, 6,5, ABI/Inform Global
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
The Quality Trilogy
What is Juran Trilogy
- Quality Control: Summary
• “The managerial processes used to,
‘Evaluate actual performance,
compare actual performance to
goals, and take action on the
differences.’” (Gibbons)
– Some deficiencies planned
– Chronic waste
– Original quality control zone
• The job of the operating forces –
performance should not get worse
than planned
• Sporadic spikes – sudden deviations
from planned performance
• Respective measures are taken
March 29, 2006
Lessons Learned
Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing
for Quality, Executive Excellence, 6,5, ABI/Inform Global
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
The Quality Trilogy
What is Juran Trilogy
- Quality Improvement: Summary
• “The organized creation of beneficial
change; the attainment of
unprecedented levels of
performance.” (Gibbons)
• Purpose -- to reduce and eliminate
chronic waste.
• Achieved through:
– Planned actions by upper
management
• Chronic waste level goes down
• New quality-control zone is
established
• Closing the loop through “Lessons
Learned”
March 29, 2006
Lessons Learned
Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing
for Quality, Executive Excellence, 6,5, ABI/Inform Global
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
What is Juran Trilogy
- Parallels Finance
Source: Adopted from Juran, J. M. (August 1986). “The quality trilogy: A universal approach to managing for quality”. Quality Progress,
19(8), 19-24
• Quality Trilogy resembles the financial
processes model
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Brainstorming Exercise: How Can This
Tool be Used in Your Organization?
• Each class member to identify a deficient
process/product in the organization (write
it down) (3 min)
– Unsatisfied customer needs (internal or
external customer)
– Opportunity for reducing waste (re-work,
stock-out, delayed deliveries, etc.)
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Planning
•
•
Quality Planning: Setting some objectives and
defining the means to meet those objective.
Quality Planning Road Map
– Identify the customers – both internal and external.
•
Significance to the business, operations, profits, etc.
(Pareto analysis)
– Determine customer needs
•
•
March 29, 2006
Tools to discover customer needs -- flowcharts, surveys,
interviews, etc.
Interpret the needs and put them into the language of the
organization.
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Planning, Cont.
•
Quality Planning Road Map, Cont.
– Develop product features to meet customer needs
•
Customers (buyers), our needs (supplier), competition
– Develop processes to produce the product features
•
Cost effectively for both the supplier and the customer.
– Prove the process
•
Meeting the quality goals under operating conditions
– Transfer the process to the operational area
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Control
•
•
Quality Control (QC): “Quality control is the
regulatory process through which we measure
actual quality performance, compare it with
quality goals, and act on the difference”
(Juran, 1988)
Define the control – what to control
– Units of measurement (e.g. hours spent, fuel
efficiency, number of errors, etc.)
– Specific measurement (e.g. X number of errors, etc.)
– Standard of performance (against which to measure
any deviations)
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Control, Cont.
•
Measure actual operating performance
– Different sensors for collecting data
•
•
•
Human sensors (e.g. inspectors)
Machine sensors (e.g. data trackers, recorders, etc.)
Compare actual performance to goals
– Tools: control charts, trend analysis, correlation
analysis, control reports
•
Act on the difference(s) – eliminate the causes
for sporadic spikes and chronic waste.
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Improvement
•
Quality Improvement (QI): "The organized creation of
beneficial change; the attainment of unprecedented
levels of performance." (Gibbons, 1994). Prove the
need for improvement
–
A quality council:
•
•
•
•
Composition -- upper management or the senior leadership group
Topics -- policies, measures of performance, project and team
selection, resources, follow-up, recognition & rewards
Identify specific projects for improvement
Select appropriate project team
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Explanation of Juran Trilogy Tool
-- Quality Improvement, Cont.
• Charter the project team activities
• Provide recognition for the team
• Provide rewards for quality and quality
improvement
• Track and follow-up with improvements
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
How the Juran Trilogy Tool May be Used?
- The Customer Mail Example: A Bank Case
•
Problem defined:
– At times (spike), there is a lot of mail return that is
intended for private customers of the bank.
– The mail does not reach customers on time.
•
Usual corrective measures:
– A fire team is called (several employees from other
areas are called in) to call the customers and check
the addresses.
– When the addresses are checked, then the mail is
re-mailed.
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
How the Juran Trilogy Tool May be Used?
- The Customer Mail Example: A Bank Case, cont.
Using the Trilogy approach: Quality Planning
•
Identify the customers –
–
–
–
•
•
•
•
Internal – officers directly working with the customers (e.g. relationship
managers)
External – the actual customers (focus on these for the example)
A Pareto analysis separates the customers into several groups.
Determine customer needs – the customers need to receive their mail
promptly.
Develop product features – the address on the mail should match the
current customer address
Develop adequate processes – establishing a periodic verification of
customer addresses.
Prove the process -- the relationship managers and IT are instructed and
trained how to perform periodic verification of addresses.
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
How the Juran Trilogy Tool May be Used?
- The Customer Mail Example: A Bank Case, cont.
Using the Trilogy approach: Quality Control
• Define control – are period verification calls made?
–
–
•
Measure actual operating performance –
–
–
•
Measurement unit: number of calls.
The standard -- one call per year.
Record each call in a database
The system tracks actual versus planned calls.
Act on the difference(s)
–
–
–
March 29, 2006
The relationship managers are informed of the difference
They make up the missing calls
Information is sent for analysis to an improvement team
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
How the Juran Trilogy Tool May be Used?
- The Customer Mail Example, cont.
Using the Trilogy approach: Quality Improvement
•
Further review of the process for capturing customer addresses is identified.
–
•
•
•
Identify all relevant functions and people along the process
Select an inter-functional team: mail department, IT, relationship managers, and
customer service
Charter the project team activities
–
–
–
•
•
•
One additional department is involved in maintaining correct customer information.
Flowcharts
Identifies the reason for failure to capture all necessary customer information
Recommends that only one department be responsible for collecting data
Communicate the results and cost savings and improved customer service
Reward the participants
Establish an appropriate monitoring system
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
A Real World Example of the Juran
- Healthcare Organizations
•
Quality planning is about building quality into a
process right from the start. As an example of
quality planning, Baton Rouge General Health
Center in Baton Rouge, LA, used the quality
planning process to design its new health
center, which opened with a new and
innovative physical plant, patient centered
processes and a trained and effective staff.
-Maureen Bisognano, (Sep 2004), “What Juran Says”
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
A Real World Example of the Juran
- Healthcare Organizations
•
Quality control is about maintaining the
performance of a process. As an example of
quality control, many emergency departments
now monitor waiting times with control charts
and spreadsheets, enabling them to identify
delays earlier so they can restore process
capability and implement service recovery with
patients immediately.
-Maureen Bisognano, (Sep 2004), “What Juran Says”
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
A Real World Example of the Juran
- Healthcare Organizations
•
•
Quality improvement is about changing a process to
improve its performance.
OSF Medical Center in Bloomington, IL, for example,
reduced the number of adverse drug events per 1,000
doses by more than 50% primarily by implementing
processes to reconcile medications and by improving
the dispensing process, decreasing harm from
anticoagulants and developing a culture of safety. OSF
also used control charts to monitor these core
processes and its improvement progress over time. .
-Maureen Bisognano, (Sep 2004), “What Juran Says”
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
Practical Exercise
– Now You Have a Chance!
•
•
Break into groups of five-seven (3-5 groups or equivalent)
The group discusses the identified items from the brainstorming
session (10 -12 min)
–
–
•
Then the group determines
–
–
–
–
•
Pick one selection criteria (e.g. greatest number of people affected)
Select one of the identified deficiencies (by voting)
The constituents (e.g. functions, positions, organizations, etc.)
One major activity to design a better process/product
One way to ensure the activity is being carried out as planned
One function/person/position to be included in carrying out a
subsequent improvement process
Discuss as a class
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov
Summary
•
•
•
Juran Trilogy: A systematic and comprehensive
system for break-through quality improvements
Quality Defined: meet customer needs and
freedom from deficiencies
Trilogy Components
– Quality Planning – discover customer needs and
deficiencies and design adequate processes
– Quality Control -- compare actual performance to
goals and take action on the differences
– Quality Improvement -- the attainment of
unprecedented levels of performance
March 29, 2006
Juran Trilogy – A Training Tool
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By Marious Tcherpokov
Readings List
•
•
•
•
•
•
•
•
•
•
•
•
Gibbons, Steve (Oct/Nov 1994). “Three paths, one journey”, The Journal for Quality and
Participation. Cincinnati:Vol.17, Iss. 6; pg. 36
Juran, J. M. (August 1986). “The quality trilogy: A universal approach to managing for quality”.
Quality Progress,
19(8), 19-24
Juran, J. M. (Joseph M.), 1988, Juran on planning for quality , New York : Free Press ; London :
Collier Macmillan, 341p.
Juran, J. M., & Gryna, F. M. (Eds.). (1988).The quality control handbook (4th ed.). New York:
McGraw-Hill.
Maureen Bisognano, (Sep 2004), “What Juran Says”, Quality Progress. Milwaukee: Vol.37, Iss.
9; pg. 33, 2 pgs
Juran, J. M. (1945). Management of inspection and quality control. Harper and Brothers.
Juran, J. M. (1955). Case studies in industrial management. New York: McGraw-Hill.
Juran, J. M. (1964). Managerial breakthrough. New York: McGraw-Hill.
Juran, J. M. (1981). Management of Quality (course materials). Wilton , CT: Juran Institute, Inc.
Juran, J. M. (1988). Juran on planning for quality. New York: Free Press.
Juran, J. M. (1989). Juran on leadership for quality. New York: Free Press.
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March 29, 2006
Juran Trilogy – A Training Tool
By Marious Tcherpokov