Building on the experiences of scores of companies and hundreds of managers, J.M. Juran, the world-renowned quality pioneer, presents a new, exhaustively comprehensive approach to planning, setting, and reaching quality goals. Employing three case examples which encompass the three major sectors of the economy — service, manufacturing, and support, he offers a practical plan for companies to achieve strategic, market-driven goals by following a structural approach to planning quality.
Quality, according to Juran, has become a prerequisite for business success. He cites the loss of market share, failure of products, and waste as results of poor quality planning. Juran provides a set of universal steps which can be used in the basic managerial process to establish quality goals, identify customers, determine customer needs, provide measurement, and develop process features and controls to improve business tactics.
Preface
Chapter 1 : How to Think About Quality Planning
Chapter 2 : Establish Quality Goals
Chapter 3 : Identify the Customers
Appendix to Chapter 3 : Then and Now in Quality Control
Chapter 4 : Determine Customer Needs
Chapter 5 : Provide Measurement
Chapter 6 : Develop Product Features
Chapter 7 : Develop Process Features
Chapter 8 : Develop Process Controls : Transfer to Operations
Chapter 9 : Strategic Quality Planning
Chapter 10 : Multifunctional Quality Planning
Chapter 11 : Departmental Quality Planning
Chapter 12 : The Data Base, Motivation, Training
Chapter 13 : Quality Planning for the Taurus : Case Example
Chapter 14 : Decisions for the Consumer Price Index : Case Example
Chapter 15 : Replannning the Product Development Process : Case Example
Epilogue : What Should I Do Next?
Glossary
References
Index
