Page 22 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 2: Gurus of Quality Management

It should be aimed at controlling two aspects. Notes
Sporadic problems or avoidable costs (defects, product failure, scrapped materials, labour
wasted in usage for rework, repair, dealing with customer complaints).

Unavoidable costs dealing with chronic problems (prevention and control).
The first category of the problems is easily solved by using quality control techniques such as
tolerance review, fool proofing, standard statistical techniques, charts and diagrams. The second
category, however, requires the introduction of a new culture which is intended to change
attitudes and increase companywide knowledge. The long-term health of business is determined
by a structured approach to quality which is planned, implemented and controlled according to
the mission of the business concerned.

2.3.2 Juran’s Quality Trilogy

Juran proposes three managerial processes under his Quality Trilogy which he thinks are
necessary for the structured implementation of a total quality program. These three managerial
processes are: (i) Planning (ii) Improvement and (iii) Control. Juran argues that the planning
process is crucial for improvement to become a continuous activity. Planning therefore, has to
be conducted with a long-term view rather than a on a project by project basis.

Juran’s project by project improvement approach is very popular among Indian companies as
well.

Example: Punjab Tractors Limited, Mohali (Punjab) has started implementing this
approach for improving its overall effectiveness. They have achieved very encouraging results
with the help of this approach.
Many more Indian companies have started using Juran’s project by project improvement approach
in their plants for improving effectiveness. But ultimately they have to drain the swamp, that is,
implement total quality management.
Juran developed a quality trilogy to assist management in the implementation of strategic
quality planning.

Table 2.1: Juran’s Quality Trilogy
Quality Planning Quality Control Quality Improvement
Identify the customers. Quality Control Prove need for improvement
Determine the customer's Choose control subjects Identify specific projects for
needs. improvement
Develop product features. Choose units of measurement Guide the projects
Establish quality goods. Establish measurement Diagnose for discovery of causes
Develop a process. Establish standards of Diagnose to find the causes
performance
Prove process capability. Measure actual performance Provide remedies
Interpret the difference Prove that remedies are effective
under the operating conditions
Take action on the difference Provide for control to hold gains.

Juran, trilogy comprises the three stages of quality planning, quality control and quality
improvement. Juran suggested that most organizations placed too much emphasis on control
and paid insufficient attention to the aspects of planning and improvement. The seven

LOVELY PROFESSIONAL UNIVERSITY 17