Total Quality Management - CII Institute of Logistics
Total Quality Management - CII Institute of Logistics
Total Quality Management - CII Institute of Logistics
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<strong>Total</strong> <strong>Quality</strong> <strong>Management</strong><br />
measuring actual performance, interpreting the difference between actual performance<br />
and the standard, and taking action on the difference.<br />
Juran specifies a program for quality improvement which involves proving the need for<br />
improvement, identifying specific projects for improvement, organizing guidance for<br />
the projects, diagnosing the causes, providing remedies for the causes, proving that the<br />
remedies are effective under operating conditions, and providing control to maintain<br />
improvements.<br />
Like Deming, Juran advocated company-wide quality management, with a neverending<br />
process <strong>of</strong> quality improvement, involving such activities as market research,<br />
product development, production process control, inspection and testing, and customer<br />
feedback. He emphasized the need for management commitment to quality<br />
improvement, and the need for training <strong>of</strong> all employees in quality techniques. Juran<br />
also asked workers to get to know their external and internal customers, and to identify<br />
and reduce causes <strong>of</strong> variation by determining the difference between standard and<br />
actual performance and taking action on the difference.<br />
Unlike Deming, Juran did not propose major cultural changes in the organization, but<br />
sought to improve quality within the system familiar to U.S. managers. His detailed<br />
plan was based on identifying areas for improvement and acting accordingly. Juran also<br />
recognized the different "languages," or trains <strong>of</strong> thought, which occupy different levels<br />
<strong>of</strong> an organization, and advocated communication between these "languages," where<br />
Deming proposed that statistics should be shared as a common language.<br />
<strong>CII</strong> <strong>Institute</strong> <strong>of</strong> <strong>Logistics</strong> 13<br />
Website: www.ciilogistics.com