Question

Explain with illustration Juran's Quality Trilogy that would result in Quality Improvement.

Answer 1

This famous quality trilogy was being given by Joseph M. Juran who is a management consultant and an engineer with quality management as specialization. As per Juran's quality trilogy, any organization moving towards Quality Management will have to have three basic processes i) Quality Planning ii) Quality Control and iii) Quality Improvement. All three processes seem the same but they are different.

Quality Planning: Whatever the quality journey is but it starts with planning the processes or activities to reach the mission of any organization and to sync with customer and compliance requirements. Hence quality planning includes few things like i)Understanding the customer, ii)Determination of customers need, iii)defining the product, feature or specialization, iv)Designing of the product and service,v)come up with processes to meet customers need efficiently.

Quality Control: Once the activities or processes being defined, now the responsibility comes to operations to comply with the processes and specifications required by the product or services. For determination of quality control, periodic checks and inspection have to be done, metrics need to be tracked, to ensure that the activities are in control and meets specifications.

Quality Improvement: When process design and the product features fail to meet customer requirements and design targets it needs improvement and the team needs to find out if there are any deviations and the ways to control them. Need for quality here means an improvement in the exiting performance levels even if they are meeting the set target and channelize means and ways to achieve the new target and implement them successfully.

Hence we can see how all the three processes though different but are interlinked throughout the process. When an organization develops a product as per this trilogy they are always on the way to satisfy their customers with their offering and will be in a continuous process of improvement to achieve new targets. Here we can say a standard is being maintained without which marketing is nothing. This quality process will help to meet customer requirements and increase their satisfaction level. It is most important for the management to to be more quality-oriented.For example, if we Look in the progress of Japan we will be able to see how the improvements take place or vary from project to project. They are the ones who rooted the seeds of improvement methodologies that have since been copied around the world. This trilogy can be said as an improvement cycle , meant in the reduction of the cost related to poor quality by planning quality into the product or the processes.