Juran, Quality, and a Century of Improvement: The Best on Quality Book Series of the International Academy for Quality, Volume 15

320 Pages·2004·1.09 MB·English

by  Kenneth S. Stephens

Juran, Quality,
and a Century of
Improvement
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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 5 4 3 2 1
ISSN 0936-160X
ISBN 0-87389-635-1
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Printed on acid-free paper
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii
About the Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii
Acknowledgements . . . . . . . . . . . . . . . . . . . . . . . . . . xv
Section I Tribute to Dr. Joseph M. Juran
Chapter 1 Brief Biographical Synopsis
for Dr. Joseph M. Juran . . . . . . . . . . . . . . . . . . . . . . 3
Chapter 2 Juran Institute . . . . . . . . . . . . . . . . . . . . . . 7
The First Few Years . . . . . . . . . . . . . . . . . . . . . . . 8
by G. Holland Blackiston
The Early Years . . . . . . . . . . . . . . . . . . . . . . . . . 11
by Dr. Frank M. Gryna
The Creator of Modern Quality Management—
Dr. Joseph M. Juran’s Contributions,1987–2000 . . . . . . 17
by Dr. A. Blanton Godfrey
Past,Present,and Future . . . . . . . . . . . . . . . . . . . . . 26
by Dr. Joseph A. DeFeo
Chapter 3 The Juran Center for Leadership in Quality . . . . . 31
by Dr. Roger Schroeder and Dr. Jim Buckman
Chapter 4 The Juran Medal and CEO Recipients—An Enduring
Monument to Dr. Joseph M. Juran . . . . . . . . . . . . . . . . 55
by Gregory H. Watson
with Remarks by the Juran Medalist Recipients:
The 2000 Recipient,Robert W. Galvin . . . . . . . 59
The 2001 Recipient,David T. Kearns . . . . . . . . 60
The 2002 Recipient,Roger Milliken . . . . . . . . . 62
The 2003 Recipient,John Young . . . . . . . . . . . 62
vv
vi Table of Contents
Chapter 5 Global Influence . . . . . . . . . . . . . . . . . . . . . 65
Dr. Joseph M. Juran:A True Mentorship in Retrospect . . . . . 66
by Dr. Lennart Sandholm
Dr. Joseph M. Juran and Quality Revolution in Japan . . . . . . 75
by Dr. Yoshio Kondo
Section II Selected Works of Dr. Joseph M. Juran
Chapter 6 The Two Worlds of Quality Control . . . . . . . . . . 83
from Industrial Quality Controlmagazine,1964
Chapter 7 Quality Problems,Remedies,and Nostrums . . . . . 103
from Industrial Quality Controlmagazine,1966
Chapter 8 The QC Circle Phenomenon . . . . . . . . . . . . . . 121
from Quality Progressmagazine,1967
Chapter 9 Operator Errors—Time for a New Look . . . . . . . 141
from Quality Progressmagazine,1968
Chapter 10 Mobilizing for the 1970s . . . . . . . . . . . . . . . . 151
from Quality Progressmagazine,1969
Chapter 11 Management Interface . . . . . . . . . . . . . . . . . 181
from Quality Progressmagazine,1973
Chapter 12 The Non-Pareto Principle—Mea Culpa . . . . . . . . 185
from Quality Progressmagazine,1975
Chapter 13 That Uninterested Top Management . . . . . . . . . 191
from Quality Progressmagazine,1977
Chapter 14 Japanese and Western Quality . . . . . . . . . . . . . 195
from International Conference on Quality Control,Tokyo,1978
Chapter 15 Quality Control in Service Industries . . . . . . . . . 219
from Quality Progressmagazine,1979
Chapter 16 Product Quality—A Prescription for the West . . . . 235
from the 25th Conference of the European Organization for
Quality Control,Paris,1981
Chapter 17 The Quality Trilogy—A Universal Approach
to Managing for Quality . . . . . . . . . . . . . . . . . . . . . . 253
from Quality Progressmagazine,1986
Chapter 18 The Upcoming Century of Quality . . . . . . . . . . . 265
presented at ASQC’s Annual Quality Congress,Las Vegas,1994
Preface
V
olume 15 of the International Academy for Quality’s (IAQ) annual
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
vii
viii 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 CEORecipients—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
x Preface
war without knowing clearly who is the enemy.”The phrase,“We have met
the enemy, and they are us,” comes to mind. Another cogent remark con-
tained in this paper is,“What is lacking is clear,quantitative knowledge about
the nature of errors.” Juran discusses two theories of interest in this paper,
namely, “indifference theory” and “craftsmanship theory,” thoughts that are
still relevant today. He examines subspecies of operator error as willful
errors,lack of skill errors,and inadvertence errors. As we currently face mul-
tiple errors, especially in the service sector, the thoughts expressed in this
paper are highly relevant for today’s quality systems. He displays thoughtful
insight in the argument that, “a solution is already in the house, that is, the
‘best’operators are in fact solving the problems somehow.”
While Chapter 10,“Mobilizing for the 1970s,”is understandably writ-
ten about the 70s decade (as seen in 1969),it contains numerous thoughts
and principles applicable for today and the future,again demonstrating Joe
Juran’s insights and perceptions. We continue to see “revolutions in tech-
nology . . . in management of the quality function . . . and in manpower.”The
visibility of the quality function is still on the rise,with the possible excep-
tion of our media. We still need and experience “dikes”of quality control.
We still need revision of policies and goals, and many of the
elements/ingredients are still the same. We still need to “understand the
users’ needs and users’ economics”; to “measure the effect of quality on
income”; to “be wary of perfectionism”; to “examine and use ‘motivation,’
‘training,’ and ‘organizational innovations’ properly”; to “circumvent the
necessity for Government regulation”; to “analyze and innovate ‘product lia-
bility’”; and to “understand and implement policies and procedures for ven-
dors,new product development,and top management leadership.”There are
still opportunities for improvement in many areas expounded in this paper of
35 years ago.
The paper appearing in Chapter 11 was published as one of a series of
papers under a column entitled, “Management Interface,” in Quality
Progress,May through December,1973. Dr. Juran assumed an active role as
a contributing editor in undertaking this series of papers for Quality
Progress. The topics covered are as follows:(1) The Taylor system and qual-
ity control; (2) The redelegation of quality planning; (3) Inspection returns
to its origins; (4) The motivation to meet quality standards; (5) The motiva-
tion to improve quality; (6) The future of the inspection department; (7) The
quality staff specialist—an emerging role; and (8) The emerging quality
control department. These papers are excellent reading, both from an his-
torical viewpoint,as well as to understand how Dr. Juran was developing an
emerging grasp on “managing for quality.” The reader may want to review
all of these papers beyond the first in the series reprinted in this volume.