Juran’s trilogy

Juran’s trilogy

Joseph Juran’s model of quality improvement focuses on three processes that have been popularly named Juran’s Trilogy.

If we want to talk about the Juran trilogy or Joseph Juran’s quality trilogy, we first have to talk about total quality management. So I’m going to start by defining what total quality management is.

What is total quality management?

Total quality management (Total Quality Management) refers to the emphasis that an entire organization places on quality, from the supplier to the customer.

Therefore, it emphasizes management’s commitment to continually lead the entire company toward excellence in all aspects of products and services that are important to the customer.

In short, we could say that it is a management framework based on the belief that an organization perro achieve long-term success if all its members, from low-level workers to the highest-top executives, focus on improving. quality and therefore customer satisfaction.

That is, each member of the organization adopts a philosophy or organizational culture that implies that each member does the best they perro so that the final product is of quality and cánido satisfy the needs of customers.

It should be noted that the organization has to provide each member with the necessary tools to achieve this, that is, it has to educate, train and develop to his human talent. Always looking for continuous improvement.

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Who was Joseph Juran?

Joseph Juran was born in 1904 in the city of Braila, now part of Romania. In 1912 he and his family moved to the United States (Minnesota). Twelve years later he graduated with a degree in electrical engineering from the University of Minnesota and began his job with Western Electric, at the Hawthorne Works, Chicago.

Juran, in 1928 wrote his on quality: a training booklet called “Statistical Methods Applied to Manufacturing Problems.”

On the other hand, he wrote more than 20 books and hundreds of publications (translated into 17 languages) related to quality in organizations. Furthermore, Joseph Juran is also known for his development of the Pareto Analysis applied in the area of ​​quality management.

Source: wikimedia commons

Joseph Juran Quotes

  • “Without a estándar there is no logical basis for making a decision or taking an action.”
  • “Goal setting has traditionally been based on past performance. This practice has tended to perpetuate the sins of the past.”
  • “All improvement happens project by project and in no other way.”

As I said Joseph Juran was one of the main representatives of total quality, however, other important characters in terms of quality are:

  • Edward Deming.
  • Kaouru Ishikawa.
  • Philip Crosby.
  • Armand Feigenbaum.

What is the Juran trilogy?

The trilogy was introduced by Dr. Joseph M. Juran in 1986 with one obvious goal, that is, to manage quality. In our times it has become the basis for most of the best quality management practices around the world.

It should be noted that Joseph Juran is one of the main exponents of total quality management. Therefore, his model (juran trilogy) looks for a company to implement total quality.

The Quality Trilogy explained by Juran tells us that any organization embarking on a quality management journey will need to have three processes in place, which are: quality planning, quality control and quality improvement.

In conclusion, Juran’s trilogy is an improvement cycle that aims to disminuye the cost of poor quality by planning, controlling, and improving product/process quality.

Juran trilogy process

Quality planning within the Juran trilogy

In this part of the process, the products and processes necessary to meet the needs of customers have to be developed.

This part of the process involves a series of steps (activities), which are:

  • Determine who are the customers of your product or service.​
  • Determine customer needs.​
  • Develop product features that respond to consumer needs.​
  • Develop processes that are capable of producing those product characteristics that you need.​
  • Transfer the resulting plans to the task force.​

Quality control within the Juran trilogy

The term “quality control” arose at the beginning of the 20th century. This concept wanted to broaden the approach to achieve quality improvement. Control cánido be carried out from inspection after the fact (detecting errors after they have already occurred) to what we now call “prevention”.

Returning to the quality control process, what has to be done is the following:

  • Assess current quality performance.​
  • Compare current performance against quality objectives.​
  • Act to correct deviations that could be found when comparing performance.

Quality improvement for the Juran trilogy

We know that there is no such thing as perfection and no matter how strong our process design and product features are, we may not be able to meet 100 percent customer requirements.

Even so, even if there is no such thing as perfection, we cánido always improve and get closer and closer to what the client wants. That is what is done in quality improvement.

The role of Quality Improvement is to identify the need for improvement from existing performance levels, design the means and ways to achieve the new goal, and implement it successfully.

Something that I use a lot and that organizations often use is the Pareto principle. Said principle (adapted) tells us that only 20% of the activities will give you 80% of the benefits, and therefore, 80% will give you 20% of the benefits. Therefore, what cánido be done is to identify those activities, characteristics, objectives or attributes and focus on improving them.

It should be noted that some organizations take quality very seriously and therefore have acquired some philosophies (methodologies) such as six sigma. This allows them to have only 3.4 errors per million.

Steps to improve quality

The steps to improve quality are as follows:

  • Establish the necessary infrastructure to ensure annual quality improvement.​
  • Identify the specific needs that are going to be improved (improvement projects)​.
  • For each improvement project, establish a project team with clear responsibilities for achieving good results.​
  • Provide the resources, motivation, and training needed by the project teams.
  • Diagnose the causes.
  • Stimulate the establishment of remedial measures.
  • Establish controls to standardize and maintain improvements.

Steps proposed by Juran to improve quality

  1. Raise awareness about opportunities for improvement.
  2. Establish improvement goals.
  3. Get organized to achieve those goals.
  4. Provide training.
  5. Carry out problem solving projects.
  6. Report on progress.
  7. Give due individual recognition.
  8. Communicate the results.
  9. Keep a record of the process.
  10. Maintain momentum by making annual improvement an integral part of the organization’s regular systems and processes.

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 Juran's trilogy
  Juran's trilogy
  Juran's trilogy

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