Date post: | 25-May-2015 |
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Leadership Guru: Dr. Joseph M. Juran
By Alexandria Williams
Who is Juran?
• Was born in Braila, Romania in 1904 and moved to America at the age of 5.• First of his family to pursue a higher education,
and excelled four grade levels.• Received a B.S. in electrical engineering and began
working in management.• Was invited to Japan to teach the Union of
Japanese Scientists and Engineers principles of quality management to rebuild their economy.• Had 4 children; 9 grandchildren; 10 Great-
Grandchildren
Contribution• Contributions center on his philosophy “that quality
requires commitment and action from top management, training in the management of quality, and quality improvements at a revolutionary rate”.• Wrote Quality Control Handbook in 1951, with his
detailed philosophy on 10 Steps to Quality Improvement. Three major points of management ideas are:Quality PlanningQuality ImprovementQuality Control
• Helped design the Malcom Baldridge National Quality Award
Contributions cont…
• Founded the Juran Institute in 1979 at the age of 75• Created the Pareto Principle aka the 80-20 Rule• Wrote “Managerial Breakthrough” in 1964, which
inspired the Six Sigma and lean manufacturing philosophies
Examples of Use in Our Businessi. Create an awareness of and commitment to improve
Keep an eye on the staff and correct them when they make a mistakeii. Establish goals for improvement, utilizing input from cross-
functional sourcesMake sure they know where to find the amount of sales are needed
for the day and how they are going to reach that goal.iii. Rally people in the organization around the common goal of
improving qualityAppoint team members on tasks depending on their strengths; put
your aces in their placesiv. Train associates by creating a learning organization focused on
qualityInvest in training associates the right way and answering all of their
questionsv. Continuously learn and improve as problems are solved and
projects are completedManager coaches you as she watches how you deal with customers;
teaches you new ways to greet and say good bye to a customer.
Examples of Use in Our Business cont.vi. Regularly communicate progress toward quality improvement
goalsInformation on progress provides confidence
vii. Recognize those who contribute to improving qualityTake a notepad and write what you appreciate that team member
for and explain why they are an important party of the team.viii. Communicate results as the process of managing quality
discovers informationTell team members by how much you missed the segment by; what
should have been upselled?ix. Measure progress toward the goals of improving quality
Every 30 minutes (or hour) give an update on how far we are from making the segment.
x. Integrate improvement into the systems of the organization
Check SheetRespondents Benchmark QTD
Availability of Assistance
Ability to recommend new items
Product Knowledge
Overall Appearance
Overall satisfaction
Likelihood to Recommend
Availability of Merchandise
Friendliness of Cashier
Speed & Efficiency of Transaction
Tried/Tested Product
Put Your Aces in Their Places
Knowing Goals
Continuously learning
Customer’s Feedback
Conclusion
• Valuable to our businessAllows us to see what needs to be met to ensure
customers are satisfiedShows the company how they can improve to
make the customers happy.“You always have a project to keep your mind
going”“Whatever you do make sure it improves society.
Don’t just do it for the sake of profit.”
Resources• http://www.skymark.com/resources/leaders/juran.asp• King, John H., and Ronald F. Cichy. Managing for Quality in the
Hospitality Industry. Upper Saddle River, NJ: Pearson Prentice Hall, 2006. Print.
• http://www.nytimes.com/2008/03/03/business/03juran.html?_r=0