Juran Trilogy

1. Juran Trilogy A Training Tool on the Trilogy Quality Model Under the Direction of Dr. Tom Foster Brigham Young University, Provo, Utah By Marious Tcherpokov MBA 634 Quality Management March 29, 2006 Juran Trilogy – A Training Tool

2. What We Will Cover • What is Juran Trilogy • Brainstorming Exercise: How Can This Tool be Used in Your Organization? • Explanation of Juran Trilogy Tool • How the Juran Trilogy Tool May be Used? • A Real World Example of the Juran Trilogy Tool • Practical Exercise – Now You Have a Chance! • Summary • Readings list Juran Trilogy – A Training Tool

3. What is Juran Trilogy • The Quality Trilogy • Universal approach to quality • Various hierarchy levels • Various functions • Various product lines • Top management involved • Entire organization involved Juran Trilogy – A Training Tool

4. What is Juran Trilogy • A systematic approach • Break through existing levels of quality and reach unprecedented ones • Conscientious and dedicated system of thinking and activities • Not merely haphazard project-by-project improvement • Anecdote -- the manager who is up to his waist in alligators Juran Trilogy – A Training Tool

5. What is Juran Trilogy- Quality Defined • Fitness for use • 1. Quality consists of those product features that meet customer needs • 2. ‘Quality consists of freedom from deficiencies.’ • Meeting customer needs and eliminating of waste • Customer -- internal and external • Eliminating of waste – employing cost-efficient processes Juran Trilogy – A Training Tool

6. What is Juran Trilogy- Planning, Control, and Improvement of Quality • The Trilogy consists of three sequential and logical groups of activities: • Quality Planning, Quality Control, and Quality Improvement. • All three processes are universal • Applied to a particular process • Performed by top management or by middle management Juran Trilogy – A Training Tool

7. The Quality Trilogy Lessons Learned Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing for Quality, Executive Excellence, 6,5, ABI/Inform Global What is Juran Trilogy- Quality Planning: Summary • The Quality Trilogy diagram. • Quality Planning • “Creating a process that will be able to meet established goals and do so under operating conditions." (Juran) • Discovering customer needs and opportunities for reduction of waste and developing products and processes that would meet those needs and attain to those opportunities. • Subject matter • An office process for producing documents • An engineering process for designing products • A factory process for producing goods • A service process for responding to customers’ requests Juran Trilogy – A Training Tool

8. The Quality Trilogy Lessons Learned Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing for Quality, Executive Excellence, 6,5, ABI/Inform Global What is Juran Trilogy- Quality Control: Summary • “The managerial processes used to, ‘Evaluate actual performance, compare actual performance to goals, and take action on the differences.’” (Gibbons) • Some deficiencies planned • Chronic waste • Original quality control zone • The job of the operating forces – performance should not get worse than planned • Sporadic spikes – sudden deviations from planned performance • Respective measures are taken Juran Trilogy – A Training Tool

9. The Quality Trilogy Lessons Learned Source: Adopted from Juran, J. M. (May 1989). “Universal Approach to Managing for Quality, Executive Excellence, 6,5, ABI/Inform Global What is Juran Trilogy- Quality Improvement: Summary • “The organized creation of beneficial change; the attainment of unprecedented levels of performance.” (Gibbons) • Purpose -- to reduce and eliminate chronic waste. • Achieved through: • Planned actions by upper management • Chronic waste level goes down • New quality-control zone is established • Closing the loop through “Lessons Learned” Juran Trilogy – A Training Tool

10. Source: Adopted from Juran, J. M. (August 1986). “The quality trilogy: A universal approach to managing for quality”. Quality Progress, 19(8), 19-24 What is Juran Trilogy- Parallels Finance • Quality Trilogy resembles the financial processes model Juran Trilogy – A Training Tool

11. Brainstorming Exercise: How Can This Tool be Used in Your Organization? • Each class member to identify a deficient process/product in the organization (write it down) (3 min) • Unsatisfied customer needs (internal or external customer) • Opportunity for reducing waste (re-work, stock-out, delayed deliveries, etc.) Juran Trilogy – A Training Tool

12. Explanation of Juran Trilogy Tool-- Quality Planning • Quality Planning: Setting some objectives and defining the means to meet those objective. • Quality Planning Road Map • Identify the customers – both internal and external. • Significance to the business, operations, profits, etc. (Pareto analysis) • Determine customer needs • Tools to discover customer needs -- flowcharts, surveys, interviews, etc. • Interpret the needs and put them into the language of the organization. Juran Trilogy – A Training Tool

13. Explanation of Juran Trilogy Tool-- Quality Planning, Cont. • Quality Planning Road Map, Cont. • Develop product features to meet customer needs • Customers (buyers), our needs (supplier), competition • Develop processes to produce the product features • Cost effectively for both the supplier and the customer. • Prove the process • Meeting the quality goals under operating conditions • Transfer the process to the operational area Juran Trilogy – A Training Tool

14. Explanation of Juran Trilogy Tool-- Quality Control • Quality Control (QC): “Quality control is the regulatory process through which we measure actual quality performance, compare it with quality goals, and act on the difference” (Juran, 1988) • Define the control – what to control • Units of measurement (e.g. hours spent, fuel efficiency, number of errors, etc.) • Specific measurement (e.g. X number of errors, etc.) • Standard of performance (against which to measure any deviations) Juran Trilogy – A Training Tool

15. Explanation of Juran Trilogy Tool-- Quality Control, Cont. • Measure actual operating performance • Different sensors for collecting data • Human sensors (e.g. inspectors) • Machine sensors (e.g. data trackers, recorders, etc.) • Compare actual performance to goals • Tools: control charts, trend analysis, correlation analysis, control reports • Act on the difference(s) – eliminate the causes for sporadic spikes and chronic waste. . Juran Trilogy – A Training Tool

16. Explanation of Juran Trilogy Tool-- Quality Improvement • Quality Improvement (QI): "The organized creation of beneficial change; the attainment of unprecedented levels of performance." (Gibbons, 1994). Prove the need for improvement • A quality council: • Composition -- upper management or the senior leadership group • Topics -- policies, measures of performance, project and team selection, resources, follow-up, recognition & rewards • Identify specific projects for improvement • Select appropriate project team Juran Trilogy – A Training Tool

17. Explanation of Juran Trilogy Tool-- Quality Improvement, Cont. • Charter the project team activities • Provide recognition for the team • Provide rewards for quality and quality improvement • Track and follow-up with improvements Juran Trilogy – A Training Tool

18. How the Juran Trilogy Tool May be Used?- The Customer Mail Example: A Bank Case • Problem defined: • At times (spike), there is a lot of mail return that is intended for private customers of the bank. • The mail does not reach customers on time. • Usual corrective measures: • A fire team is called (several employees from other areas are called in) to call the customers and check the addresses. • When the addresses are checked, then the mail is re-mailed. Juran Trilogy – A Training Tool

19. How the Juran Trilogy Tool May be Used?- The Customer Mail Example: A Bank Case, cont. Using the Trilogy approach: Quality Planning • Identify the customers – • Internal – officers directly working with the customers (e.g. relationship managers) • External – the actual customers (focus on these for the example) • A Pareto analysis separates the customers into several groups. • Determine customer needs – the customers need to receive their mail promptly. • Develop product features – the address on the mail should match the current customer address • Develop adequate processes – establishing a periodic verification of customer addresses. • Prove the process -- the relationship managers and IT are instructed and trained how to perform periodic verification of addresses. Juran Trilogy – A Training Tool

20. How the Juran Trilogy Tool May be Used?- The Customer Mail Example: A Bank Case, cont. Using the Trilogy approach: Quality Control • Define control – are period verification calls made? • Measurement unit: number of calls. • The standard -- one call per year. • Measure actual operating performance – • Record each call in a database • The system tracks actual versus planned calls. • Act on the difference(s) • The relationship managers are informed of the difference • They make up the missing calls • Information is sent for analysis to an improvement team Juran Trilogy – A Training Tool

21. How the Juran Trilogy Tool May be Used?- The Customer Mail Example, cont. Using the Trilogy approach: Quality Improvement • Further review of the process for capturing customer addresses is identified. • One additional department is involved in maintaining correct customer information. • Identify all relevant functions and people along the process • Select an inter-functional team: mail department, IT, relationship managers, and customer service • Charter the project team activities • Flowcharts • Identifies the reason for failure to capture all necessary customer information • Recommends that only one department be responsible for collecting data • Communicate the results and cost savings and improved customer service • Reward the participants • Establish an appropriate monitoring system Juran Trilogy – A Training Tool

22. A Real World Example of the Juran- Healthcare Organizations • Quality planning is about building quality into a process right from the start. As an example of quality planning, Baton Rouge General Health Center in Baton Rouge, LA, used the quality planning process to design its new health center, which opened with a new and innovative physical plant, patient centered processes and a trained and effective staff. -Maureen Bisognano, (Sep 2004), “What Juran Says” Juran Trilogy – A Training Tool

23. A Real World Example of the Juran- Healthcare Organizations • Quality control is about maintaining the performance of a process. As an example of quality control, many emergency departments now monitor waiting times with control charts and spreadsheets, enabling them to identify delays earlier so they can restore process capability and implement service recovery with patients immediately. -Maureen Bisognano, (Sep 2004), “What Juran Says” Juran Trilogy – A Training Tool

24. A Real World Example of the Juran- Healthcare Organizations • Quality improvement is about changing a process to improve its performance. • OSF Medical Center in Bloomington, IL, for example, reduced the number of adverse drug events per 1,000 doses by more than 50% primarily by implementing processes to reconcile medications and by improving the dispensing process, decreasing harm from anticoagulants and developing a culture of safety. OSF also used control charts to monitor these core processes and its improvement progress over time. . -Maureen Bisognano, (Sep 2004), “What Juran Says” Juran Trilogy – A Training Tool

25. Practical Exercise– Now You Have a Chance! • Break into groups of five-seven (3-5 groups or equivalent) • The group discusses the identified items from the brainstorming session (10 -12 min) • Pick one selection criteria (e.g. greatest number of people affected) • Select one of the identified deficiencies (by voting) • Then the group determines • The constituents (e.g. functions, positions, organizations, etc.) • One major activity to design a better process/product • One way to ensure the activity is being carried out as planned • One function/person/position to be included in carrying out a subsequent improvement process • Discuss as a class Juran Trilogy – A Training Tool

26. Summary • Juran Trilogy: A systematic and comprehensive system for break-through quality improvements • Quality Defined: meet customer needs and freedom from deficiencies • Trilogy Components • Quality Planning – discover customer needs and deficiencies and design adequate processes • Quality Control -- compare actual performance to goals and take action on the differences • Quality Improvement -- the attainment of unprecedented levels of performance Juran Trilogy – A Training Tool

27. Readings List • Gibbons, Steve (Oct/Nov 1994). “Three paths, one journey”, The Journal for Quality and Participation. Cincinnati:Vol.17, Iss. 6; pg. 36 • Juran, J. M. (August 1986). “The quality trilogy: A universal approach to managing for quality”. Quality Progress, • 19(8), 19-24 • Juran, J. M. (Joseph M.), 1988, Juran on planning for quality , New York : Free Press ; London : Collier Macmillan, 341p. • Juran, J. M., & Gryna, F. M. (Eds.). (1988).The quality control handbook (4th ed.). New York: McGraw-Hill. • Maureen Bisognano, (Sep 2004), “What Juran Says”, Quality Progress. Milwaukee: Vol.37, Iss. 9; pg. 33, 2 pgs • Juran, J. M. (1945). Management of inspection and quality control. Harper and Brothers. • Juran, J. M. (1955). Case studies in industrial management. New York: McGraw-Hill. • Juran, J. M. (1964). Managerial breakthrough. New York: McGraw-Hill. • Juran, J. M. (1981). Management of Quality (course materials). Wilton , CT: Juran Institute, Inc. • Juran, J. M. (1988). Juran on planning for quality. New York: Free Press. • Juran, J. M. (1989). Juran on leadership for quality. New York: Free Press. Juran Trilogy – A Training Tool