The famous Quality Trilogy was first developed and written by Joseph M. Juran .Juran is a management consultant and an Engineer, specialized in Quality management. The Quality Trilogy is defined as organization taking up a journey in Quality Management will have to have three Processes in place, which are: i) Quality Planning ii) Quality Control and iii) Quality Improvement. they have different objectives and serve different purposes of Quality Management.
i.
Quality Planning: All management activities
and processes, Quality journey begins with planning the activities that needs
to be done to adhere to the Vision, Mission and Goals of the organization and
to comply with customer and compliance requirements. Quality Planning comprises
of i) Understanding the customer, ii) Determining their needs, iii) Defining
the product/service features, specifications iv)Designing the product/service
v) Devising the processes that will enable to meet the customer needs.
ii.
Quality Control: The processes and
specifications required by the product/service. For this purpose periodic
checks and inspection has to be done, metrics need to be tracked, to ensure
that the process is in control and meets specifications and the metrics need
the set target. Wherever there is a defect a corrective and preventive action
needs to be done, and root cause has to be arrived at. Also the deviation in
the metrics and process audit results need to be monitored and corrected for
meeting the required target as specified by the processes.
iii. Quality Improvement: However robust the process design and the product features are, there are chances that it may fail to meet customer requirements and design targets. It might be due to some special causes that are present in the system and might be due to change in business scenarios, customer requirements, market completion and many more forces. The role of Quality Improvement is to identify and prove the need for improvement from the exiting performance levels even though they meet the target and devise means and ways to achieve the new target and implement them successfully.
All the three processes are interlinked and will affect one another in due course of the journey. Thus the processes are corrected individually and streamlined to help each other in Quality Management journey.
User questions & answers