JURAN'S QUALITY HANDBOOK Joseph M. Juran Co-Editor-in-Chief A. Blanton Godfrey Co-Editor ...

1699 Pages·2005·20.35 MB·English

Juran FM 3/6/00 1:16 PM Page iii
JURAN’S
QUALITY
HANDBOOK
Joseph M. Juran
Co-Editor-in-Chief
A. Blanton Godfrey
Co-Editor-in-Chief
Robert E. Hoogstoel
Associate Editor
Edward G. Schilling
Associate Editor
Fifth Edition
McGraw-Hill
New York San Francisco Washington, D.C. Auckland Bogotá
Caracas Lisbon London Madrid Mexico City Milan
Montreal New Delhi San Juan Singapore
Sydney Tokyo Toronto
Juran FM 3/6/00 1:16 PM Page iv
Library of Congress Cataloging-in-Publication Data
Juran’s quality handbook / Joseph M. Juran,co-editor-in-chief,
A. Blanton Godfrey,co-editor-in-chief. — 5th ed.
p. cm.
Previous eds. published under title:Juran’s quality control handbook.
Includes indexes.
ISBN 0-07-034003-X
1. Quality control—Handbooks,manuals,etc. I. Juran,J. M.
(Joseph M.),date. II. Godfrey,A. Blanton. III. Title:
Quality handbook. IV. Title:Quality control handbook.
TS156.Q3618 1998
658.5'62—dc21 98-43311
CIP
McGraw-Hill
Copyright ©1999,1988,1974,1962,1951 by The McGraw-Hill Companies,Inc. All rights
reserved. Printed in the United States of America. Except as permitted under the United States
Copyright Act of 1976,no part of this publication may be reproduced or distributed in any form or
by any means,or stored in a data base or retrieval system,without the prior written permission of
the publisher.
Copyright renewed in 1979 by Joseph M. Juran.
1 2 3 4 5 6 7 8 9 0 DOC/DOC 9 0 3 2 1 0 9 8
ISBN 0-07-034003-X
The sponsoring editor of this book was Linda Ludewig. The editing supervisor was David E. Fogarty,
and the production supervisor was Sherri Souffrance. This book was set in the HB1 design in Times
Roman by Joanne Morbit and Michele Pridmore of McGraw-Hill’s Professional Book Group
Hightstown composition unit.
Printed and bound by R. R. Donnelley & Sons Company.
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ther McGraw-Hill nor its authors guarantee the accuracy or completeness of any
information published herein, and neither McGraw-Hill nor its authors shall be
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Juran FM 3/6/00 1:16 PM Page ii
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034003-x_Subj Idx_Juran 3/6/00 2:46 PM Page 61
ABOUT THE EDITORS
JOSEPHM. JURAN,Co-Editor-in-Chief,has published the leading reference and training materials
on managing for quality,a field in which he has been the international leader for over 70 years. A
holder of degrees in engineering and law,Dr. Juran has pursued a varied career in management as
an engineer,industrial executive,government administrator,university professor,corporate direc-
tor,and management consultant. As a member of the Board of Overseers,he helped to create the
U.S. Malcolm Baldrige National Quality Award and has received over 50 medals and awards from
14 countries,including The Order of the Sacred Treasure from the Emperor of Japan for “. . . the
development of Quality Control in Japan and the facilitation of U.S. and Japanese friendship”;
and the National Medal of Technology from the President of the United States for “his life-
time work of providing the key principles and methods by which enterprises manage the quality
of their products and processes,enhancing their ability to compete in the global marketplace.”He
is also founder of the consulting firm of Juran Institute,Inc.,and founder of Juran Foundation,Inc.
The latter is now a part of the Juran Center for Leadership in Quality at the Carlson School of
Management in the University of Minnesota. Among his 20 books,the Handbook is the interna-
tional reference standard.
A. BLANTONGODFREY,PH.D.,Co-Editor-in-Chief,is Chairman and Chief Executive Officer of
Juran Institute,Inc.. Under his leadership Juran Institute has expanded its consulting,training,and
research services to over 50 countries. Previously,Dr. Godfrey was head of the Quality Theory and
Technology Department of AT&T Bell Laboratories. He is a Fellow of the American Statistical
Association, a Fellow of the American Society for Quality, a Fellow of the World Academy of
Productivity Science,and an Academician of the International Academy for Quality. He is a co-
author of Modern Methods for Quality Control and Improvement andCuring Health Care. He con-
tributed to the creation of the Malcolm Baldrige National Quality Award and served as a judge
from 1988 to 1990. In 1992 he received the Edwards Medal from ASQ for his outstanding contri-
butions to the science and practice of quality management. Dr. Godfrey holds an M.S. and a Ph.D.
in Statistics from Florida State University and a B.S. in Physics from Virginia Tech.
ROBERTE. HOOGSTOELis Associate Editor for all but the statistical sections of the Handbook.
As Manager of Technical Education at Dana Corporation,he conducted training and consulting in
quality management throughout the corporation. For ten years he was a consultant with Juran
Institute, working with clients worldwide in the manufacturing and process industries. He co-
authored with Dr. Juran the Institute’s training course in quality planning, and appears in the
Institute’s video training series, “Juran on Quality Planning.” He has engineering degrees from
Cornell University and the University of California at Berkeley. He is a registered professional
engineer in New York State.
EDWARDG. SCHILLING,PH.D.,is Associate Editor for the statistical sections of the Handbook.
He is Professor of Statistics in the Center for Quality and Applied Statistics at Rochester Institute
of Technology,where he has held the position of Director of the Center and Chair of the Graduate
Statistics Department. Prior to joining R.I.T. he was manager of the Lighting Quality Operation
for the Lighting Business Group of the General Electric Company. He received his B.A. and
M.B.A. degrees from SUNY Buffalo, and his M.S. and Ph.D. degrees in statistics from Rutgers
University,New Jersey. Dr. Schilling is a Fellow of the American Statistical Association and the
American Society for Quality, and a member of the Institute of Mathematical Statistics, the
American Economic Association,and the American Society for Testing and Materials. He received
the ASQ Shewhart Medal in 1983 and its Brumbaugh Award four times. He is registered as a pro-
fessional engineer in California and is certified by ASQ as a quality and reliability engineer. His
two books,Acceptance Sampling in Quality Controland Process Quality Control(with E. R. Ott),
are among the leading texts in the field.
Juran FM 3/6/00 1:16 PM Page v
CONTENTS
Contributors ix
Preface to the Fifth Edition xiii
1. How to Use the Handbook J. M. Juran 1.1
2. How to Think about Quality J. M. Juran 2.1
3. The Quality Planning Process John F. Early and O. John Coletti 3.1
4. The Quality Control Process J. M. Juran and A. Blanton Godfrey 4.1
5. The Quality Improvement Process J. M. Juran 5.1
6. Process Management James F. Riley, Jr. 6.1
7. Quality and Income J. M. Juran 7.1
8. Quality and Costs Frank M. Gryna 8.1
9. Measurement, Information, and Decision-Making Thomas C. Redman 9.1
10. Computer Applications to Quality Systems Fredric I. Orkin and
Daniel P. Olivier 10.1
11. The ISO 9000 Family of International Standards Donald W. Marquardt 11.1
12. Benchmarking Robert C. Camp and Irving J. DeToro 12.1
13. Strategic Deployment Joseph A. DeFeo 13.1
14. Total Quality Management A. Blanton Godfrey 14.1
15. Human Resources and Quality W. R. Garwood and Gary L. Hallen 15.1
16. Training for Quality Gabriel A. Pall and Peter J. Robustelli 16.1
v
Juran FM 3/6/00 1:16 PM Page vi
vi CONTENTS
17. Project Management and Product Development Gerard T. Paul 17.1
18. Market Research and Marketing Frank M. Gryna 18.1
19. Quality in Research and Development Al C. Endres 19.1
20. Software Development Lawrence Bernstein and C. M. Yuhas 20.1
21. Supplier Relations John A. Donovan and Frank P. Maresca 21.1
22. Operations Frank M. Gryna 22.1
23. Inspection and Test E. F. “Bud” Gookins 23.1
24. Job Shop Industries Leonard A. Seder 24.1
25. Customer Service Edward Fuchs 25.1
26. Administrative and Support Operations James A. F. Stoner,
Charles B. Wankel, and Frank M. Werner 26.1
27. Process Industries Donald W. Marquardt 27.1
28. Quality in a High Tech Industry M. K. Detrano 28.1
29. Automotive Industry Yoshio Ishizaka 29.1
30. Travel and Hospitality Industries Patrick Mene 30.1
31. Government Services Al Gore 31.1
32. Health Care Services Donald M. Berwick and Maureen Bisognano 32.1
33. Financial Services Industries Charles A. Aubrey II and Robert E. Hoogstoel 33.1
34. Second-Generation Data Quality Systems Thomas C. Redman 34.1
35. Quality and Society J. M. Juran 35.1
36. Quality and the National Culture J. M. Juran 36.1
37. Quality in Developing Countries Lennart Sandholm 37.1
38. Quality in Western Europe Tito Conti 38.1
Juran FM 3/6/00 1:16 PM Page vii
CONTENTS vii
39. Quality in Central and Eastern Europe Robert E. Hoogstoel 39.1
40. Quality in the United States J. M. Juran 40.1
41. Quality in Japan Yoshio Kondo and Noriaki Kano 41.1
42. Quality in the People’s Republic of China Yuanzhang Liu 42.1
43. Quality in Latin America Marcos E. J. Bertin 43.1
44. Basic Statistical Methods Edward J. Dudewicz 44.1
45. Statistical Process Control Harrison M. Wadsworth 45.1
46. Acceptance Sampling Edward G. Schilling 46.1
47. Design and Analysis of Experiments J. Stuart Hunter 47.1
48. Reliability Concepts and Data Analysis William Q. Meeker, Luis A. Escobar,
Necip Doganaksoy, and Gerald J. Hahn 48.1
Appendix I. Glossary of Symbols and Abbreviations AI.1
Appendix II. Tables and Charts AII.1
Appendix III. Selected Quality Standards, Specifications,
and Related Documents AIII.1
Appendix IV. Quality Systems Terminology AIV.1
Appendix V. Quality Improvement Tools AV.1
Name Index and Subject Index follow Appendix V
Juran FM 3/6/00 1:16 PM Page ix
CONTRIBUTORS
Charles A. Aubrey II Vice President,American Express, New York, NY (SECTION 33, FINANCIAL SERVICES
INDUSTRIES)
Lawrence Bernstein Vice President,Operations Systems,AT&T Network Systems (retired); Have Laptop-
Will Travel,Short Hills,NJ(SECTION20,SOFTWAREDEVELOPMENT)
Marcos E. J. Bertin Chairman of the Board,Firmenich S. A.,Buenos Aires,Argentina(SECTION43,QUALITY
INLATINAMERICA)
Donald M. Berwick, M.D. President and Chief Executive Officer, Institute for Healthcare Improvement,
Boston,MA(SECTION32,HEALTHCARESERVICES)
Maureen Bisognano Executive Vice President and Chief Operating Officer, Institute for Healthcare
Improvement,Boston,MA (SECTION32,HEALTHCARESERVICES)
Robert C. Camp, Ph.D., PE Best Practice Institute™,Rochester,NY(SECTION12,BENCHMARKING)
O. John Coletti Manager,Special Vehicle Engineering,Ford Motor Company,Danou Technical Center,Allen
Park,MI(SECTION3,THEQUALITYPLANNINGPROCESS)
Dr. Tito Conti President,OAM s.r.l.,Ivrea,Italy(SECTION38,QUALITYINWESTERNEUROPE)
Joseph A. DeFeo Executive Vice President and Chief Operating Officer,Juran Institute,Inc.,Wilton,CT
(SECTION13,STRATEGICDEPLOYMENT)
Irving J. DeToro The Quality Network,Palm Harbor,FL(SECTION12,BENCHMARKING)
Ms. M. K. Detrano Quality Director,Network Systems Product Realization,Lucent Technologies (retired);
Detrano Consulting,Somerville,NJ(SECTION28,QUALITYINAHIGHTECHINDUSTRY)
Dr. Necip Doganaksoy Research and Development,General Electric Corporate,Schenectady,NY(SECTION
48,RELIABILITYCONCEPTSANDDATAANALYSIS)
John A. Donovan Director PARIS Associates,Fairfax,VA(SECTION21,SUPPLIERRELATIONS)
Dr. Edward J. Dudewicz Professor and Consultant, Department of Mathematics, Syracuse University,
Syracuse,NY(SECTION44,BASICSTATISTICALMETHODS)
John F. Early Vice President,Planning and Strategic Support,Empire Blue Cross and Blue Shield,New York,
NY(SECTION3,THEQUALITYPLANNINGPROCESS)
Dr. Al C. Endres Director,Center for Quality,and Chair,Dept. of Management,University of Tampa,Tampa,
FL(SECTION19,QUALITYINRESEARCHANDDEVELOPMENT)
Professor Luis A. Escobar Dept. of Experimental Statistics,Louisiana State University,Baton Rouge,LA
(SECTION48,RELIABILITYCONCEPTSANDDATAANALYSIS)
Edward Fuchs Chapel Hill,NC(SECTION25,CUSTOMERSERVICE)
William R. Garwood President,Eastman Chemical Co.,Europe,Middle East,and Africa Region (retired),
Hilton Head,SC(SECTION15,HUMANRESOURCESANDQUALITY)
Dr. A. Blanton Godfrey Chairman and Chief Executive Officer,Juran Institute,Inc.,Wilton,CT(CO-EDITOR-
IN-CHIEF; SECTION4,THEQUALITYCONTROLPROCESS; SECTION14,TOTALQUALITYMANAGEMENT)
E. F. “Bud” Gookins Managing Partner,Strategic Quality Consulting,Elyria,OH(SECTION23,INSPECTION
ANDTEST)
Vice President Al Gore Washington,DC(SECTION31,GOVERNMENTSERVICES)
ix
Juran FM 3/6/00 1:16 PM Page x
x CONTRIBUTORS
Dr. Frank M. Gryna Distinguished Univ. Professor of Management, The Center for Quality, College of
Business,The University of Tampa,Tampa,FL(SECTION8,QUALITYANDCOSTS; SECTION18,MARKETRESEARCH
ANDMARKETING; SECTION22,OPERATIONS)
Dr. Gerald J. Hahn Research and Development,General Electric Corporate,Schenectady,NY(SECTION48,
RELIABILITYCONCEPTSANDDATAANALYSIS)
Gary L. Hallen Eastman Chemical Company,Kingsport,TN(SECTION15,HUMANRESOURCESANDQUALITY)
Robert E. Hoogstoel Vice President,Juran Institute (retired),Pittsboro,NC(ASSOCIATEEDITOR; SECTION33,
FINANCIALSERVICESINDUSTRIES; SECTION39,QUALITYINCENTRALANDEASTERNEUROPE; APPENDIXIV)
Dr. J. Stuart Hunter Professor Emeritus, Princeton University, Princeton, NJ (SECTION 47, DESIGN AND
ANALYSISOFEXPERIMENTS)
Yoshio Ishizaka President and Chief Executive Officer,Toyota Motor Sales USA,Torrance,CA(SECTION29,
AUTOMOTIVEINDUSTRY)
Dr. Joseph M. Juran Founder,Juran Institute,Wilton,CT(CO-EDITOR-IN-CHIEF; SECTION1,HOWTOUSETHE
HANDBOOK; SECTION2,HOWTOTHINKABOUTQUALITY; SECTION4,THEQUALITYCONTROLPROCESS; SECTION5,THE
QUALITYIMPROVEMENTPROCESS; SECTION7,QUALITYANDINCOME; SECTION35,QUALITYANDSOCIETY; SECTION36,
QUALITYANDTHENATIONALCULTURE; SECTION40,QUALITYINTHEUNITEDSTATES)
Dr. Noriaki Kano Professor,Dept. of Management Science,Faculty of Engineering,Science University of
Tokyo,Tokyo,Japan(SECTION41,QUALITYINJAPAN)
Professor Yoshio Kondo Professor Emeritus, Kyoto University, Kyoto, Japan (SECTION 41, QUALITY IN
JAPAN)
Professor Yuanzhang Liu Institute of Systems Science,Academia Sinica,Beijing,China(SECTION42,QUAL-
ITYINTHEPEOPLE’SREPUBLICOFCHINA)
Frank P. Maresca Manager Quality Improvement,Mobil Oil Corporation (retired),Fairfax,VA(SECTION21,
SUPPLIERRELATIONS)
Donald W. Marquardt Donald W. Marquardt and Associates,Wilmington,DE (SECTION11,THEISO9000
FAMILYOFINTERNATIONALSTANDARDS; SECTION27,PROCESSINDUSTRIES)Don Marquardt passed away a matter of
days after submitting his final manuscripts for this handbook. He was the victim of a heart attack. The editors are
grateful for his contribution to this book. Consistent with his performance in a long career in quality,Don’s sub-
missions were crisp,complete,and timely.
Dr. William Q. Meeker Professor of Statistics, and Distinguished Professor of Liberal Arts and Sciences,
Department of Statistics,Iowa State University,Ames,IA(SECTION48,RELIABILITYCONCEPTSANDDATAANALYSIS)
Patrick Mene Vice President,Quality,The Ritz Carlton Hotel Company,Atlanta,GA(SECTION30,TRAVELAND
HOSPITALITYINDUSTRIES)
August Mundel Professional Engineer,White Plains,NY(APPENDIXIII)
Daniel P. Olivier President,Certified Software Solutions,San Diego,CA (SECTION10,COMPUTERAPPLICA-
TIONSINQUALITYSYSTEMS)
Fredric I. Orkin President,Frederic I. Orkin and Associates,Inc.,Highland Park,IL(SECTION10,COMPUTER
APPLICATIONSINQUALITYSYSTEMS)
Gabriel A. Pall Senior Vice President,Juran Institute,Wilton,CT(SECTION16,TRAININGFORQUALITY)
Gerard T. Paul Management Consultant,Weston,CT(SECTION17,PROJECTMANAGEMENTANDPRODUCTDEVEL-
OPMENT)
Dr. Thomas C. Redman President, Navesink Consulting Group, Rumson, NJ (SECTION 9, MEASUREMENT,
INFORMATION,ANDDECISION-MAKING; SECTION34,SECOND-GENERATIONDATAQUALITYSYSTEMS)
James F. Riley, Jr. Vice President Emeritus,Juran Institute,Inc.,University Park,FL(SECTION6,PROCESS
MANAGEMENT)
Peter J. Robustelli Senior Vice President,Juran Institute,Inc.,Wilton,CT(SECTION16,TRAININGFORQUALITY)
Professor Dr. Lennart Sandholm President,Sandholm Associates AB,Djursholm,Sweden (SECTION37,
QUALITYINDEVELOPINGCOUNTRIES)