Juran, J. M. (1990, Juran Institute, Inc., Wilton, CT) Juran Institute, Inc., Wilton, CT
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Companies that are successful in the international marketplace use techniques that lead to quality products and services. Some of these companies have earned the Malcolm Baldrige National Quality Award. From the Baldrige Award winners come the following lessons. Stretch goals are attainable, but only with extraordinary effort. Benchmarking can help meet stretch goals. "Product" should refer to both goods and services; "customer" should refer to both external and internal customers. Processes should have clear ownership. Quality initiatives need quality infrastructure, including quality councils, teams, training, and recognition. Quality requires hard work; a quality program may increase the work load by at least 10% per person. High-level management should be committed to and be leaders of the quality effort. They should eliminate Taylorism and incorporate quality into the business plan. If more companies in the United States learn these lessons, the 1990s should be an era of world-class quality for America.
Competitiveness,Goals,World-class quality,Quality plan,Strategic planning,Malcolm Baldrige National Quality Award (MBNQA)
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