Joseph M. Juran

Born December 24, 1904

Juran was born in Braila Romania, one of the six children born to a Jewish couple, Jakob and Gitel Juran.

Graduated from Minneapolis South High School (1920).

Bachelor's degree in electrical engineering from the University of Minnesota (1924).

His first job was Troubleshooting in the Complaint Department. In 1925, Bell Labs proposed that Hawthorne Works personnel be trained in its newly developed Statistical sampling and control chart techniques.

Founder of the consulting firm of Juran Institute, Inc.

Concerned with the wider aspects of

management, beyond quality

Joseph M. Juran

Books• Managerial breakthrough. Revised ed. New York, McGraw-Hill, 1994.

(First published in 1964)

• With Gryna, F. Quality planning and analysis. New York, McGraw-Hill, 1993

• Juran on quality by design. New York, Free Press, 1992

• Juran on leadership for quality. New York, Free Press, 1989

• Juran on planning for quality. New York, Free Press, 1988

• Juran's quality control handbook. 4th ed. New York, McGraw-Hill, 1988

• Managerial breakthrough. New York, McGraw-Hill, 1964

Contribution

• Voice of the Customer (VOC)• Internal Customer• Cost quality• Quality • Juran Trilogy • Juran 10 Steps to quality improvement• Breakthrough Concept • Pareto Principle

Voice of the Customer (VOC)

• The Voice of the Customer (VOC) describes the spoken and unspoken true needs of the recipient of one’s goods or services.

• The customer can be both internal and external, and its voice cannot be overlooked.

Internal Customer

Internal Customer

• the Customer was not just the end customer and that each person along the has an internal customer.

• each person along the chain, from product

designer to final user, is a supplier and a customer.

Supplier Process Costumer

Internal Customer

• The person will be a process carrying out some transformation or activity .

• Juran maintained that at each stage was a three role model.

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Quality

Juran classifies the cost of quality into three classes are

1. Failure costs:• Scrap, rework, corrective actions, warranty

claims, customer complaints, and loss of customer.

2. Appraisal costs:• Inspection, compliance auditing and

investigations.

3. Prevention costs:• Training, preventive auditing and process

improvement implementation.

• Juran demonstrated the potential for increased profits that would result if the cost of poor quality could be reduced.

Juran classifies the cost of quality into three classes are

J.M. Juran’s Trilogy

• Trilogy shows how an organization can improve every aspect by better understanding of the relationship between processes that plan, control and improve quality as well as business results.

• In 1951, the first edition of Juran’s quality control handbook was published.

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J.M. Juran’s Trilogy

• To attain quality, it is well to begin by establishing the “vision” for the organization, along with policies and goals.

3 component • Quality Planning• Quality Improvement• Quality Control

Quality Planning• Establish quality goals.• Identify who the customers are.• Determine the needs of the customers.• Develop product features that respond to

customer’s needs.• Develop processes able to produce the

product features.• Establish process controls; transfer the plans

to the operating forces.

Quality Control

• Evaluate actual performance.• Compare actual performance with quality

goals.• Act on the difference.

PLANNED ACTUAL DIFFERENCE

Quality Improvement

• Prove the need Establish the infrastructure

• Identify the improvement projects.

• Establish project teams.

• Provide the teams with resources, training, and motivation to.

• Diagnose the causes Stimulate remedies.

• Establish controls to hold the gains.

Juran 10 Steps of Quality improvement

1. Build awareness of the need and opportunity for improvement2. Set goals for improvement3. Organise to reach the goals 4. Provide training5. Carry out projects to solve problem

Juran 10 Steps of Quality improvement

6. Report progress 7. Give recognition8. Communication result 9. Keep score 10. maintain momentum by making annual improvement part of the regular systems and process of the company.

Breakthrough Concept

• Like Deming cycle, Juran’s breakthrough concerns itself with the product/service life cycle.

• In essence, this splits it up into two areas : 1, “journey from symptom to cause2. “journey from cause to remedy”.

The Pareto Principle

• Realized that pareto distribution applied to much more than just the wealth of the population

• Applied Pareto’s principle (80/20) to Quality Control

• Recognized that 20% of the defects were causing 80% of the problem

Juran’s PhilosophyJoseph M. Juran (1900-

2008)

“Without a standard there is no logical basis for making a

decision or taking action”

• The end