Explain the Juran philosophy in TQM.
Answers
To plan, Deming counsels that businesses should design quality products and services that customers want, develop processes and systems that reduce waste and increase quality and decrease the cost of production.
Deming wanted to revolutionize the way Beefy's Burgers produces burgers. To gain a better understanding of the customer preferences, he surveyed everyone involved in the operation, from the customers to the employees. He even called his suppliers in to get their opinions. From the information collected, Deming was able to determine a few important things. Beefy's was competitive on price. However, the burger was small and flavorless.
He called his employees in and showed them how to properly grill the burgers. He called his supplier in to discuss alternatives to the current beef he uses. A timing schedule for completion of burger orders was set. No burger would hit the grill until the customer placed an order. Tomorrow would be go time!
Next, the businesses must do the work by putting the plan into action. As processes and systems are running, they must continually seek ways to do things better. Deming's crew knew exactly what to do. Stations were set up for bun-slicing, burger-grilling and ketchup-squeezing. As customers placed their orders, the beef hit the grill, the bun was sliced 1.2 seconds after and delivered to the grill, ketchup was squeezed and the process ended with wrapping.
Customers were thrilled with the new and improved burgers. However, during busy times, it wasn't feasible to make each burger as ordered. Lines formed, creating more customer complaints. This time complaints were about the system.
As work moves through the processes and systems, check points will monitor changes that need to take place - changes like removing barriers to quality by providing employees with the tools needed to do the job right the first time.
Finally, managers take action. Management may make changes. Deming tweaked a few things to speed up the process by placing more people on the line. Customers received their burgers on time, and they were tasty, too!
Explanation:
Juran theorized that quality planning is done by building an awareness of quality improvements and ways to achieve it. Quality control meant measuring quality every step of the way. And quality improvement involved making changes to processes and systems that do not work.