The Juran Trilogy:
Mission and Customers

J.M. Juran. Juran on Planning for Quality.
New York: Free Press: 275

Yonatan Reshef
School of Business
University of Alberta
Edmonton, Alberta
T6G 2R6 CANADA

 

WHO ARE OUR CUSTOMERS?

WHAT ARE THEIR QUALITY NEEDS?

DO OUR PRODUCTS MEET THEIR NEEDS?

ARE OUR PRODUCTS COMPETITIVE?

IS OUR PRODUCTION PROCESS CAPABLE OF MEETING CUSTOMER NEEDS?

ARE OUR PROCESS QUALITY CONTROLS ADEQUATE?

DO OUR PRODUCTS PROVIDE VALUE COMMENSURATE WITH COST?

DO OUR PRODUCTS SERVE A USEFUL PURPOSE?

WHAT ARE THE OPPORTUNITIES FOR IMPROVEMENT?