Dr J M Juran There are many definitions of Quality. I have found Dr J M Juran’s definition of Quality absolutely profound: Fitness for Use. At first, in 1987, this definition was simply a jingle. As my Facilitators’ Workshops on Juran on Quality Improvement started …
Customer Focus is no longer a choice. Learn from an expatriate. A simple approach that can build an organization-wide customer-focused approach. Quality Fable: Customer First, Always. How often have we seen posters in organizations shouting messages such as “Customer First” or “The Customer is Always …
World-Class Quality requires an orchestra of capable processes. A South Korean manufacturer of entertainment electronics has simple tips for detecting process incapability. Quality Fable: Legitimizing Process Incapability In one of my monthly visits to the head office of a television manufacturer, the Chairman was a …
Here is a benchmark example of World-Class Quality. This Quality Fable is not fiction. It is about real people and a real organization. The key underlying messages are: The ultimate customers for any organization are Mother Earth and Society An innovative engagement of an enlightened …
The final geographical terrain is Integrate all quality practices for delivering world-class quality. There are four dimensions for successful integration of quality into the life of an organization: Goals Cross-functional business processes People Systematic reviews and audits. Strategic goals for the organization must include measurable …
So far we have covered three terrains on the road to world-class quality: Resolve. Quality Capsule #023 Plan. Quality Capsule #024 Commence. Quality Capsule #025 The fourth geographical terrain is Spread the pilot experience for attaining world-class quality. By now, an organization would have typically …
