ZONES OF endurance

The term "quality" has evolved to mean different things to different people at different times. While there are many definitions, one is that quality is meeting or exceeding customer expectations. Another, from Joseph M. Juran, PhD, describes quality as "fitness for use." If an o...

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Bibliographic Details
Published in:Industrial Engineer 2008-01, Vol.40 (1), p.32
Main Author: Chua, Richard
Format: Article
Language:English
Subjects:
Competition
Costs
Customer satisfaction
Customer services
Design
Lean manufacturing
Market shares
Planning
Problem solving
Quality control
Quality improvement
Six Sigma
Total quality
Trouble shooting
Willingness to pay
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Summary:The term "quality" has evolved to mean different things to different people at different times. While there are many definitions, one is that quality is meeting or exceeding customer expectations. Another, from Joseph M. Juran, PhD, describes quality as "fitness for use." If an organization creates the right features to meet the needs and expectations of customers, those customers will be satisfied. Organizations that can provide these features at the lowest costs will be more competitive. The Juran Trilogy provides a means of managing for quality. It consists of three basic managerial processes of planning, control, and improvement. While problem solving in the quality control zone is important, it does not attack the underlying causes of the performance level. Quality improvement and breakthroughs in performance will not occur unless all of these contributing breakthroughs are achieved. Lean, Six Sigma, and lean Six Sigma are all about achieving breakthroughs.
ISSN:2471-9579