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.
The author gives new emphasis to setting quality goals, planning in "multifunctional" processes, establishing data bases for quality planning, motivating managers and the work force, and introducing quality planning into organizations.
Inhaltsverzeichnis
Preface and Acknowledgments
1. How to Think About Quality Planning
2. Establish Quality Goals
3. Identify the Customers
Appendix: Then and Now in Quality Control
4. Determine Customer Needs
5. Provide Measurement
6. Develop Product Features
7. Develop Process Features
8. Develop Process Controls: Transfer to Operations
9. Strategic Quality Planning
10. Multifunctional Quality Planning
11. Departmental Quality Planning
12. The Data Base, Motivation, Training
13. Quality Planning for the Taurus: Case Example
14. Decisions for the Consumer Price Index:
Case Example
15. Replanning the Product Development Process:
Case Example
Epilogue: What Should I Do Next?
Glossary
References
Index
