Juran’s Trilogy is an approach to cross-functional management that is composed of three managerial processes: planning, control, and improvement.

1. Quality Planning

Quality Planning is the activity of developing the products and processes required to meet customer’s needs. It involves a series of universal steps which can be abbreviated as follows:

• Establish quality goals
• Identify the customers- those who will be impacted by the efforts to meet the goal.
• Determine the customers’ needs
• Develop product features that respond to customers’ needs
• Develop processes that can produce those product features
• Establish process controls, and transfer the resulting plans to the operating forces

2. Quality Control

This process consists of the following steps:

• Evaluate actual quality performance
• Compare actual performance to quality goals
• Act on the difference

3. Quality Improvement

This process is the means of raising quality performance to unprecedented levels (“breakthrough”). The methodology consists of a series of universal steps:

• Establish the infrastructure needed to secure annual quality improvement.
• Identify the specific needs for improvement -the improvement projects
• For each project establish a project team with clear responsibility for bringing the project to a successful conclusion
• Provide the resource, motivation, and training needed by the team to:
  1. Diagnose the cause
  2. Stimulate establishment of remedies
  3. Establish controls to hold the gains

The cost of quality, or not getting it right the first time, Juran maintained should be recorded and analyzed and classified into failure costs, appraisal costs and prevention costs.

1. Failure Cost

Scrap, rework, corrective actions, warranty claims, customer complaints and loss of custom

2. Appraisal Cost

Inspection, compliance auditing, and investigations

3. Prevention Cost

Training, preventive auditing, and process improvement implementation

Juran proposed ten steps to quality improvement: