Juran, Quality, and a Century of Improvement

Kate Hawley

Description

The fifteenth edition of this influential book series is a tribute to the person and works of Dr. Joseph M. Juran. For over three-quarters of a century the quality discipline has been blessed by the person and dynamics of Dr. Juran. His philosophies and contributions to the quality disciplines, his longevity as a contributor, and his vision in managing for quality, have had significant influences on the world of quality. Among the world renowned contributors (and International Academy for Quality members) to this volume include: Frank M. Gryna, A. Blanton Godfrey, Yoshio Kondo, Joe DeFeo, and Greg Watson.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 30 juin 2004
• Nombre de lectures: 0
• EAN13: 9780873892773
• Langue: English
• Poids de l'ouvrage: 1 Mo

Extrait

Juran, Quality, and a Century of Improvement

Also Available from ASQ Quality Press:

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Quality into the 21st Century: Perspectives on Quality and Competitiveness for Sustained Performance International Academy for Quality

History of Managing for Quality: The Evolution, Trends, and Future Directions of Managing for Quality J. M. Juran

The Recipe for Simple Business Improvement David W. Till

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Classic Wisdom from the Leaders of Quality

Certified Quality Manager Handbook, Second Edition Duke Okes and Russell T. Westcott, editors

From Quality to Business Excellence: Management Charles Cobb

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The Executive Guide to Improvement and Change G. Dennis Beecroft, Grace L. Duffy, John W. Moran

ustomers,

Customer Centered Six Sigma: Linking C and Financial Results Earl Naumann and Steven H. Hoisington

Process Improvement,

To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our website at http://qualitypress.asq.org.

Juran, Quality, and a Century of Improvement

The Best on Quality

Book Series of the International Academy for Quality

Vol. 15

Edited by Dr. Kenneth S. Stephens

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2005 ASQ All rights reserved. Published 2004 Printed in the United States of America

12 11 10 09 08 07 06 05 04

ISSN 0936-160X ISBN 0-87389-635-1

5 4 3 2 1

No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

Publisher: William A. Tony Acquisitions Editor: Annemieke Hytinen Project Editor: Paul O’Mara Production Administrator: Randall Benson Special Marketing Representative: David Luth

ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange. Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 800-248-1946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 53201-3005. To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 800-248-1946. Visit our Web site at www.asq.org or http://qualitypress.asq.org.

Printed on acid-free paper

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii AbouttheEditor . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Section I Tribute to Dr. Joseph M. Juran

Chapter 1 Brief Biographical Synopsis forDr.JosephM.Juran . . . . . . . . . . . . . . . . . . . . . . 3 Chapter2 JuranInstitute . . . . . . . . . . . . . . . . . . . . . . 7 TheFirstFewYears . . . . . . . . . . . . . . . . . . . . . . . 8 by G. Holland Blackiston TheEarlyYears . . . . . . . . . . . . . . . . . . . . . . . . . 11 by Dr. Frank M. Gryna The Creator of Modern Quality Management— Dr.JosephM.Juran’sContributions, 1987–2000 . . . . . . 17 by Dr. A. Blanton Godfrey Past, Present, andFuture . . . . . . . . . . . . . . . . . . . . . 26 by Dr. Joseph A. DeFeo Chapter 3 The Juran Center for Leadership in Quality . . . . . by Dr. Roger Schroeder and Dr. Jim Buckman Chapter 4 The Juran Medal and CEO Recipients—An Enduring MonumenttoDr.JosephM.Juran . . . . . . . . . . . . . . . . 55 by Gregory H. Watson with Remarks by the Juran Medalist Recipients: The2000Recipient, RobertW.Galvin . . . . . . . 59 The2001Recipient, DavidT.Kearns . . . . . . . . 60 The2002Recipient, RogerMilliken . . . . . . . . . 62 The2003Recipient, JohnYoung . . . . . . . . . . . 62

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Table of Contents

Chapter5 GlobalInfluence . . . . . . . . . . . . . . . . . . . . . 65 Dr.JosephM.Juran: ATrueMentorshipinRetrospect . . . . . by Dr. Lennart Sandholm Dr.JosephM.JuranandQualityRevolutioninJapan . . . . . . by Dr. Yoshio Kondo

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6

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S ection II Selected Works of Dr. Joseph M. Juran Chapter6 TheTwoWorldsofQualityControl . . . . . . . . . . 83 fromIndustrial Quality Controlmagazine, 1964 Chapter7. . . . . 103QualityProblems, Remedies, andNostrums fromIndustrial Quality Controlmagazine, 1966 Chapter8. . . . . . . . . . . . . TheQCCirclePhenomenon . 121 fromQuality Progressmagazine, 1967 Chapter9141. . . . . . OperatorErrors—TimeforaNewLook . fromQuality Progressmagazine, 1968 Chapter10Mobilizingforthe1970s . . . . . . . . . . . . . . . . 151 fromQuality Progressmagazine, 1969

Chapter11. . . . . . . . . . . . . . . .ManagementInterface . fromQuality Progressmagazine, 1973

Chapter12TheNon-ParetoPrinciple—MeaCulpa fromQuality Progressmagazine, 1975

181

. . . . . . . .

185

Chapter13191. . . . . . . . ThatUninterestedTopManagement . fromQuality Progressmagazine, 1977 Chapter14JapaneseandWesternQuality . . . . . . . . . . . . . 195 from International Conference on Quality Control, Tokyo, 1978 Chapter15219. . . . . . . . QualityControlinServiceIndustries . fromQuality Progressmagazine, 1979 Chapter 16 Product Quality—A Prescription for the West . . . . from the 25th Conference of the European Organization for Quality Control, Paris, 1981 Chapter 17 The Quality Trilogy—A Universal Approach toManagingforQuality . . . . . . . . . . . . . . . . . . . . . . 253 fromQuality Progressmagazine, 1986 Chapter18TheUpcomingCenturyofQuality . . . . . . . . . . . 265 presented at ASQC’s Annual Quality Congress, Las Vegas, 1994

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Preface

olume 15 of the International Academy for Quality’s (IAQ) annual V series,The Best on Quality, is a tribute issue to the person and works of Joseph M. Juran. It features biographical and biblio- graphical information on Joe Juran and his longevity in the quality profes- sion, together with enormous contributions to the quality disciplines. For over three-quarters of a century the quality discipline, which isn’t much older than that itself, has been blessed by the person and dynamics of Dr. Joseph M. Juran. His philosophies and contributions to the quality dis- ciplines, his longevity as a contributor, and his vision in managing for qual- ity, have had significant influences on the world of quality, in particular, contributing to make the world a better place via the quality profession.

SECTION I: TRIBUTE TO DR. JOSEPH M. JURAN

The volume is divided into two major sections. The first section, Tribute to Dr. Joseph M. Juran, contains biographical information as well as a brief account of his major contributions via the Juran Institute, the Juran Foundation leading to the Juran Center for Leadership in Quality at the University of Minnesota (his alma mater), and the Juran Medal, established in his honor by the American Society for Quality. These are followed by brief accounts by fellow IAQ academicians of his global influence, espe- cially in Europe (Sweden, in particular) and Japan. Because these chapters in the first section of this volume contain infor- mation that has not been published previously about the life and work of

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Preface

Joe Juran, they represent valuable reading to gain further insight into and about the “Architect of Quality.” In particular, Chapter 2, “Juran Institute,” is an accounting of the for- mation and growth of the Juran Institute and the man who developed it. The story is told by four authors who have had affiliation with Joe Juran and the Juran Institute. Another significant legacy that is associated with Joe Juran is The Center for Leadership in Quality in the Carlson School of Management at the University of Minnesota. Chapter 3, “The Juran Center for Leadership in Quality,” is a reasonably complete synopsis of the formation of the Center and the continuing work of its namesake being carried out well into the future, with every intention of making the management of quality even better and more effective in serving society in future generations. This chapter contains a biographical sketch of Joe Juran and concludes with an address by Joe Juran as late as 2002 on a “Call for Action in Leadership for Quality.” This address goes beyond the time range of the selected papers of Joe Juran presented in Section II (Chapters 6 through 18) and should be studied together with these earlier papers. Chapter 4, “The Juran Medal and CEO Recipients—An Enduring Monument to Dr. Joseph M. Juran,” is about the award medal established in his name by the American Society for Quality. Significant to the work car- ried out and the contributions made to the disciplines of quality is that this award is intended for corporate CEOs who have made strides in “managing for quality.” Already four such CEOs have been recognized via the Juran Medal, and Chapter 4 contains cogent remarks by these executives. Chapter 5, “Global Influence,” is devoted to a brief accounting of the “global” influence of Joe Juran, with papers by two academicians of IAQ who have had frequent and long associations with Joe Juran on two major continents, Europe and Japan.

SECTION II: SELECTED WORKS OF DR. JOSEPH M. JURAN

The second section of this volume is devoted to a selection of papers written and published (and/or presented) by Dr. Joseph M. Juran spanning a period from 1964 through 1994; this is considerably less than his effective contrib- utory span (see also Chapter 3 for a 2002 address). These papers have been selected to demonstrate his contributions, his thinking and philosophy, his growth, and his insights into the field of “managing for quality.” One might argue that one of Joe Juran’s greatest achievements during his long and prolific career has been his ability to serve as a go-between,

Preface

ix

mediator, and ombudsman with quality professional and top management personnel. He was quite at home with a group of quality professionals, with his understanding of the quality discipline and his ability to voice so elo- quently its principles, concepts, techniques, and methodologies, many of which he developed. He was equally at home with one or more top manage- ment personnel, with his understanding of their language and his ability to translate the language of quality into their terms of reference. He recognized and dealt with top management’s deficiencies in understanding the strategic importance of the quality function and of quality to their customers and to their bottom line. It is this unique characteristic of Dr. Juran that is evident in the first selected paper for this tribute volume, namely, his paper in Chapter 6, “The Two Worlds of Quality Control.” This paper is both historical and informative and should be read, regardless of its age. Its principles are uni- versal and classic. It is good parallel reading with the paper of Chapter 13. The paper, “Quality Problems, Remedies and Nostrums,” selected for Chapter 7, is interesting from several aspects. For one, it shows that Joe Juran was not afraid to speak out about questionable programs in the qual- ity discipline, in this case the matter of “Zero Defects.” It also shows his keen analytical mind examining both the pros and cons of such a program, concluding with a set of criteria that would be required for such a program to have positive benefits. Within this program that he considered highly unlikely to have a major positive impact on actual quality improvement, as opposed to company relations/publicity, he identified at least two benefits to the quality profession at large, namely (1) it achieved wide publicity and set the stage for other “programs” (hopefully with sounder principles and methodologies) to attain this state, and (2) it contributed to a broadened approach to error reduction, “companywide,” including white collar areas and nonproduction functions. This paper includes a good discussion of the principles of “self-control,” “operator-controllable,” and “sporadic versus chronic defects.” The Juran paper in Chapter 8, “The QC Circle Phenomenon,” is worth- while reading today, since there is still a widespread lack of understanding of the quality control circle approach and philosophy among American quality specialists and management. It is one form of team activity that can be used today to deal with the “trivial many” so that they are not swept under the rug. Chapter 9, “Operator Errors—Time for a New Look,” is another exam- ple of an early paper that continues to have lessons for today and the future. In this paper, the useful principle, “self-control,” is defined and explained, together with related criteria. Associated with this concept are the princi- ples of “operator-controllable” and “management-controllable,” also intro- duced. Juran makes the point that “many companies have been fighting a