Quality Management

Joseph Moses Juran Joseph M. Juran

(1904-2008)
• He was a consultant – The most important publication:
• He trained in Japan (50th • Quality Control Handbook (1951)
year) , followed Deming
to Japan in 1954
– Author:
• Founder ASQC (American • Juran's trilogy
Society for Quality • the 10 poits of quality improvement within the
Control) - now ASQ organization
• Winner of the state (eg • the definition of quality: "fitness for use"
Japan - the Order of the • The concept of quality costs
Sacred Treasure Second
Degree) • The concept of internal and external client
– Focused on strategic quality planning
• He lived 104 years

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Joseph M. Juran’s Quality Trilogy Juran’s Trilogy Diagram

Quality Planning Quality control (during operations)

Quality Planning Quality Control Quality 40 Quality

Establish quality goals Prove the process Improvement improve-
Identify customer can produce under Cost of New zone
Seek to optimise the ment
needs operating Poor of quality
process via tools of
Translate needs into conditions Quality control
diagnosis
their language Transfer process to 20
Develop a product for operation Original zone of
these needs quality control
Optimise product
features for these 0
needs 0 TIME

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Lessons learned

1
Quality Management

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 • Unavoidable Costs:
3) Translate the needs into their language • preventing defects
4) Develop a product to meet those needs (inspection, sampling, sorting, QC)
5) Optimise a product so as to meets our needs • Avoidable Costs:
as well as the customer’s. • defects and product failures
6) Develop a process which is able to produce the (scrapped materials, labour for re-work,
product complaint processing, losses from unhappy
7) Optimise the process customers)
8) Prove the process can make the product
under operating conditions
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Joseph M.Juran and the Cost Of Quality

Joseph M. Juran’s 10 Points
Costs 1. Build awareness of the need and opportunity
Total
Costs
Unavoidable for improvement.
costs
2. Set goals for improvement.
3. Organise to reach the goals (establish a
quality council, identify problems, select
projects, appoint teams, designate
Avoidable
costs
facilitators)
4. Provide the training.
100% defective Point of “Enough 100% good 5. Carry out projects to solve problems.
quality”
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2
Quality Management

Armand Vallin Feigenbaum

Joseph M. Juran’s 10 Points (1922-?)

In 1951, introduced
concepts of total quality
6. Report progress. control and continuous
quality improvement
Books:
7. Give recognition.
1945, Quality control:
principles, practice and
8. Communicate results. administration; an
industrial management
9. Keep score. tool for improving product
quality and design and for
reducing operating costs
10.Institionalize the improvement process and losses, McGraw-Hill
industrial organization and
(Maintain momentum by making annual improvement management series, New
part of the regular systems and process of the company.) York, McGraw-Hill,

1961, Total Quality
Control, McGraw-Hill

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A.V. Faigenbaum Japanese quality gurus

• Author: 1. Kaoru Ishikawa
– Term: QUALITY COST (1943) 2. Shigeo Shingo
– Term: TOTAL QUALITY MANAGEMENT (1961) 3. Taiichi Ohno
4. Genichi Taguchi
5. Masaaki Imai

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3
Quality Management

Kaoru Ishikawa Shigeo Shingo

(1915-1989) (1909 - 1990)

Kaoru Ishikawa • Industrial engineer

Dr • Shingo method = Poka-

Promoted use of yoke method ("fool-
quality circles proofing" or "idiot-

Developed proofing")
“fishbone” diagram – A poka-yoke is any
(Ishikawa Diagram) mechanism in a lean
manufacturing process that

Emphasized helps an equipment
importance of operator avoid mistakes
internal customer
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Taiichi Ohno Genichi Taguchi

(1912 – 1990) (1924-2012)
• He was a Toyota executive • an engineer and
and one of the chief statistician.
architects of the Toyota • From the 1950s onwards,
Taguchi developed a
Production System (kaizen).
methodology for applying
• He wrote several books statistics to improve the
about Toyota, f.e: quality of manufactured
– Toyota Production goods.
System: Beyond Large-Scale • Taguchi methods
Production – Taguchi loss function
– Workplace Management. – 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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