THEORY 78
JURAN’S QUALITY TRILOGY
Use to avoid losing customers because of poor quality.
Joe Juran is one of the founding fathers of Total Quality Management (TQM). He was an early proponent of benchmarking and quality costing and helped popularise the Pareto Principle (see Theory 91). He is best remembered for developing the quality trilogy, which is composed of three managerial processes.
Quality planning identifies who the organisation’s customers are and determines their needs. This information is then used to create processes that can produce the product or service that fully satisfies the customer’s needs.
Quality improvement involves ...
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