Joseph Juran

JOSEPH JURANQuality Control

Introduction

Juran has been called the “father” of quality,

A quality “guru” and the man who “taught quality to the Japanese”

Juran has expanded the philosophies of quality from its statistical origins to what is now known as Total Quality Management

Background

Joseph M. Juran was born in Brailia, Romania, during December of 1904

Education

In 1920, Joseph enrolled at the University of Minnesota

In 1924, Joseph graduated from the University of Minnesota with a B.S. in Electrical Engineering

Professional Career

In 1924 he started working with Western Electric In 1926, while working at Hawthorne Works, Juran

received a rare and extraordinary opportunity By 1937, Juran had become the chief of Industrial

Engineering at Western Electric’s home office in New York

During WWII, Juran worked in Washington D.C. as an assistant administrator for the Lend-Lease Administration

In 1945, at the age of 40, Joseph took the position of Chairman of the Department of Administrative Engineering at New York University

(cont.)

In 1954, Juran arrived in Japan and conducted seminars for the top- and middle-level Japanese executives

In 1979, Juran founded the Juran Institute In 1986 Juran helped with the creation of the Malcolm

Balbridge National Quality Award by testifying before Congress and serving on the Board of Overseers.

In 1987, Juran quit his job as the manager of the Juran institute

Throughout 1993 and 1994 Juran gave a final series of lectures. After these lectures were finished Juran ceased giving any public appearances. Juran decided to focus the remainder of his life on his family and writing projects

Juran’s definitions of Quality

“1. "Quality" means those features of products which meet customer needs and thereby provide customer satisfaction. In this sense, the meaning of quality is oriented to income. The purpose of such higher quality is to provide greater customer satisfaction and, one hopes, to increase income. However, providing more and/or better quality features usually requires an investment and hence usually involves increases in costs. Higher quality in this sense usually "costs more".

2. "Quality" means freedom from deficiencies-freedom from errors that require doing work over again (rework) or that results in field failures, customer dissatisfaction,customer claims and so on. In this sense, the meaning of quality is oriented to costs, and higher quality usually "costs less"."

Product features that meet customerneeds

Higher quality enables company to: Increase customer satisfaction Make products salable Meet competition Increase market share Provide sales income Secure premium prices The major effect is on sales Usually, higher quality costs more

Freedom from deficiencies

Higher quality enables companies to: Reduce error rates Reduce rework, waste Reduce field failures, warranty charges Reduce customer dissatisfaction Reduce inspection, test Shorten time to put new products on the market Increase yields, capacity Improve delivery performance Major effect is on costs Usually, higher quality costs less

Making Quality Happen

Juran believed that turning company goals into results, or making results happen, is donethrough managerial processes. When a company’s goal is quality, they need managerial processes that focus on quality. Juran defined three managerial processes that are necessary to manage for quality. The three processes combined are called the Juran Trilogy and include quality planning, quality control and quality improvement

Juran TrilogyQuality planning Quality control Quality improvement

Establish quality goals Identify who the customers are Determine the needs of the customers Develop product features that respond to customer needs Develop processes able to produce the product features Establish process controls; transfer the plans to the operating forces Evaluate actual performance Compare actual performance with quality goals Act on the difference Prove the need Establish the infrastructure Identify the improvement projects Establish project teams Provide the teams with resources training, and motivation to: 1.

Diagnose the causes; 2. Stimulate remedies Establish controls to hold the gains