Juran defines quality as fitness for use in terms of design, conformance, availability, safety, and field use. Thus, his concept more closely incorporates the viewpoint of customer. He is prepared to measure everything and relies on systems and problem-solving techniques. Unlike Deming, he focuses on top-down management and technical methods rather than worker pride and satisfaction.
Juran’s 10 steps to quality improvement are:
- Build awareness of opportunity to improve.
- Set-goals for improvement.
- Organize to reach goals.
- Provide training
- Carryout projects to solve problems.
- Report progress.
- Give recognition.
- Communicate results.
- Keep score.
- Maintain momentum by making annual improvement part of the regular systems and processes of the company.
Juran is founder is the founder of Juran Institute in Wilton, Connecticut. He promoted a concept known as Managing Business Process Quality, which is a technique for executive cross-functional quality improvement. Juran contribution may, over the longer term, may be greater than Deming’s because Juran has broader concept, while Deming’s focus on statistical process control is more technical oriented.
Source: Total Quality Management by Joel E. Ross