Joseph Juran's Quality Improvement Process

Quality Planning, from Juran on Leadership of Quality

--determine who the customers are --determine the needs of the customers --develop product features that respond to customer's needs --transfer the plans to the operating forces --develop processes able to produce the product features

Quality Improvement, from Juran on Leadership of Quality

--establish the infrastructure --identify the improvement projects --establish project teams --provide teams with resources and training and motivation to: diagnose the causes, stimulate the remedies, establish controls to hold the gains

Quality Control, from Juran on Leadership of Quality

--evaluate actual product performance --compare actual performance to product goals --act on the difference

Quality Control

A process in which the product is actually examined and evaluated against the original requirements expressed by the customer. Problems detected are then corrected.

Quality Improvement

A process in which the sustaining mechanisms are put in place so that quality can be achieved on a continuous basis. This includes: --allocating resources --assigning people to pursue quality projects --provide training to those involved in pursuing projects --general establishing of a permanent structure to pursue quality and maintain the gains secured.

Quality Planning

The process of identifying customers, their requirements, the product and service features that customers expect, and the process that will deliver these products and services with the correct attributes; then, facilitate the transfer of this knowledge to the producing arm of the organization.