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88 PCB007 MAGAZINE I JANUARY 2020 This column continues the series of install- ments, each highlighting one of the seven founding fathers of quality (as selected by the author). It is important to understand and ac- knowledge their revolutionary contributions that still form the foundation of modern qual- ity practices. Joseph M. Juran (1904–2008) Dr. Juran's concepts can be used to establish a traditional quality sys- tem based around his fa- mous quality trilogy of quality planning, qual- ity control, and quali- ty improvement (Figure 1). Dr. Juran was in- vited to Japan in 1952 by the Union of Japa- nese Scientists and Engineers to teach his prin- ciples of quality management as the country tried to rebuild its economy. Unfortunately, it wasn't until the late '80s that Dr. Juran final- ly got the attention of American management when he declared, "In the U.S.A., about one- third of what we do consists of redoing work previously done." Juran's Quality Trilogy Quality Planning Juran defined this first stage as providing operators with the tools to produce goods and services that can meet customers' needs. Ju- ran's vision was perhaps the precursor to to- day's "voice of the customer" concept, as he believed an organization must determine who its customers are and what they need before any thought of process or product can be con- sidered. Once this has been determined, the next step is to develop processes that will deliver products or services that meet these needs. Juran's premise was that if quality plan- ning is poor, then chronic waste will occur in any process. Quality Control The second stage of the trilogy has nothing to do with influencing quality; it is merely the assessment (inspection) function that com- pares actual performance to a standard. This is the point where many companies allocate considerable resources in the hope of quality improvement. This premise is flawed because quality cannot be "inspected in;" it must be "built in." While quality control is not a val- ue-add proposition, what it does do is identify chronic waste opportunities for the final stage of the trilogy. The Founding Fathers of Quality: Juran and Crosby The Right Approach by Steve Williams, THE RIGHT APPROACH CONSULTING Figure 1: Juran's quality trilogy.

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