This is a reference book for all who are involved with quality of products, services, and processes. Experience with the first four editions has shown that “all who are involved” include: ● The various industries that make up the international economy: manufacture, construction, services of all kinds—transportation, communication, utilities, financial, health care, hospitality, government, and so on. ● The various functions engaged in producing products (goods and services) such as research and development, market research, finance, operations, marketing and sales, human resources, supplier relations, customer service, and the administration and support activities. ● The various levels in the hierarchy—from the chief executives to the work force. It is a mistake to assume that the sole purpose of the book is to serve the needs of quality managers and quality specialists. The purpose of the book is to serve the entire quality function, and this includes participation from every department of the organization and people in all levels of the organization. ● The various staff specialists associated with the processes for planning, controlling, and improving quality
JURAN’S QUALITY HANDBOOK JURAN’S QUALITY HANDBOOK Joseph M Juran A Blanton Godfrey Co-Editor-in-Chief Co-Editor-in-Chief Robert E Hoogstoel Associate Editor Edward G Schilling Associate Editor Fifth Edition McGraw-Hill New York San Francisco Washington, D.C Auckland Bogotá Caracas Lisbon London Madrid Mexico City Milan Montreal New Delhi San Juan Singapore Sydney Tokyo Toronto Library of Congress Cataloging-in-Publication Data Juran’s quality handbook / Joseph M Juran, co-editor-in-chief, A Blanton Godfrey, co-editor-in-chief — 5th ed p cm Previous eds published under title: Juran’s quality control handbook Includes indexes ISBN 0-07-034003-X Quality control—Handbooks, manuals, etc I Juran, J M (Joseph M.), date II Godfrey, A Blanton III Title: Quality handbook IV Title: Quality control handbook TS156.Q3618 1998 658.5'62—dc21 98-43311 CIP McGraw-Hill Copyright © 1999, 1988, 1974, 1962, 1951 by The McGraw-Hill Companies, Inc All rights reserved Printed in the United States of America Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a data base or retrieval system, without the prior written permission of the publisher Copyright renewed in 1979 by Joseph M Juran DOC/DOC 9 ISBN 0-07-034003-X The sponsoring editor of this book was Linda Ludewig The editing supervisor was David E Fogarty, and the production supervisor was Sherri Souffrance This book was set in the HB1 design in Times Roman by Joanne Morbit and Michele Pridmore of McGraw-Hill’s Professional Book Group Hightstown composition unit Printed and bound by R R Donnelley & Sons Company This book was printed on acid-free paper McGraw-Hill books are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs For more information, please write to the Director of Special Sales, McGraw-Hill, 11 West 19th Street, New York, NY 10011 Or contact your local bookstore Information contained in this work has been obtained by The McGraw-Hill Companies, Inc (“McGraw-Hill) from sources believed to be reliable However, neither McGraw-Hill nor its authors guarantee the accuracy or completeness of any information published herein, and neither McGraw-Hill nor its authors shall be responsible for any errors, omissions, or damages arising out of use of this information This work is published with the understanding that McGraw-Hill and its authors are supplying information but are not attempting to render engineering or other professional services If such services are required, the assistance of an appropriate professional should be sought CONTENTS Contributors ix Preface to the Fifth Edition xiii How to Use the Handbook J M Juran 1.1 How to Think about Quality J M Juran 2.1 The Quality Planning Process John F Early and O John Coletti 3.1 The Quality Control Process J M Juran and A Blanton Godfrey 4.1 The Quality Improvement Process J M Juran 5.1 Process Management James F Riley, Jr 6.1 Quality and Income J M Juran 7.1 Quality and Costs Frank M Gryna 8.1 Measurement, Information, and Decision-Making Thomas C Redman 9.1 10 Computer Applications to Quality Systems Fredric I Orkin and Daniel P Olivier 10.1 11 The ISO 9000 Family of International Standards Donald W Marquardt 11.1 12 Benchmarking Robert C Camp and Irving J DeToro 12.1 13 Strategic Deployment Joseph A DeFeo 13.1 14 Total Quality Management A Blanton Godfrey 14.1 15 Human Resources and Quality W R Garwood and Gary L Hallen 15.1 16 Training for Quality Gabriel A Pall and Peter J Robustelli 16.1 v vi CONTENTS 17 Project Management and Product Development Gerard T Paul 17.1 18 Market Research and Marketing Frank M Gryna 18.1 19 Quality in Research and Development Al C Endres 19.1 20 Software Development Lawrence Bernstein and C M Yuhas 20.1 21 Supplier Relations John A Donovan and Frank P Maresca 21.1 22 Operations Frank M Gryna 22.1 23 Inspection and Test E F “Bud” Gookins 23.1 24 Job Shop Industries Leonard A Seder 24.1 25 Customer Service Edward Fuchs 25.1 26 Administrative and Support Operations James A F Stoner, Charles B Wankel, and Frank M Werner 26.1 27 Process Industries Donald W Marquardt 27.1 28 Quality in a High Tech Industry M K Detrano 28.1 29 Automotive Industry Yoshio Ishizaka 29.1 30 Travel and Hospitality Industries Patrick Mene 30.1 31 Government Services Al Gore 31.1 32 Health Care Services Donald M Berwick and Maureen Bisognano 32.1 33 Financial Services Industries Charles A Aubrey II and Robert E Hoogstoel 33.1 34 Second-Generation Data Quality Systems Thomas C Redman 34.1 35 Quality and Society J M Juran 35.1 36 Quality and the National Culture J M Juran 36.1 37 Quality in Developing Countries Lennart Sandholm 37.1 38 Quality in Western Europe Tito Conti 38.1 CONTENTS vii 39 Quality in Central and Eastern Europe Robert E Hoogstoel 39.1 40 Quality in the United States J M Juran 40.1 41 Quality in Japan Yoshio Kondo and Noriaki Kano 41.1 42 Quality in the People’s Republic of China Yuanzhang Liu 42.1 43 Quality in Latin America Marcos E J Bertin 43.1 44 Basic Statistical Methods Edward J Dudewicz 44.1 45 Statistical Process Control Harrison M Wadsworth 45.1 46 Acceptance Sampling Edward G Schilling 46.1 47 Design and Analysis of Experiments J Stuart Hunter 47.1 48 Reliability Concepts and Data Analysis William Q Meeker, Luis A Escobar, Necip Doganaksoy, and Gerald J Hahn 48.1 Appendix I Glossary of Symbols and Abbreviations AI.1 Appendix II Tables and Charts AII.1 Appendix III Selected Quality Standards, Specifications, and Related Documents AIII.1 Appendix IV Quality Systems Terminology AIV.1 Appendix V Quality Improvement Tools Name Index and Subject Index follow Appendix V AV.1 CONTRIBUTORS Charles A Aubrey II Vice President, American Express, New York, NY (SECTION 33, INDUSTRIES) FINANCIAL SERVICES Lawrence Bernstein Vice President, Operations Systems, AT&T Network Systems (retired); Have LaptopWill Travel, Short Hills, NJ (SECTION 20, SOFTWARE DEVELOPMENT) Marcos E J Bertin Chairman of the Board, Firmenich S A., Buenos Aires, Argentina (SECTION 43, QUALITY IN LATIN AMERICA) Donald M Berwick, M.D President and Chief Executive Officer, Institute for Healthcare Improvement, Boston, MA (SECTION 32, HEALTH CARE SERVICES) Maureen Bisognano Executive Vice President and Chief Operating Officer, Institute for Healthcare Improvement, Boston, MA (SECTION 32, HEALTH CARE SERVICES) Robert C Camp, Ph.D., PE Best Practice Institute™, Rochester, NY (SECTION 12, BENCHMARKING) O John Coletti Manager, Special Vehicle Engineering, Ford Motor Company, Danou Technical Center, Allen Park, MI (SECTION 3, THE QUALITY PLANNING PROCESS) Dr Tito Conti President, OAM s.r.l., Ivrea, Italy (SECTION 38, QUALITY IN WESTERN EUROPE) Joseph A DeFeo Executive Vice President and Chief Operating Officer, Juran Institute, Inc., Wilton, CT (SECTION 13, STRATEGIC DEPLOYMENT) Irving J DeToro The Quality Network, Palm Harbor, FL (SECTION 12, BENCHMARKING) Ms M K Detrano Quality Director, Network Systems Product Realization, Lucent Technologies (retired); Detrano Consulting, Somerville, NJ (SECTION 28, QUALITY IN A HIGH TECH INDUSTRY) Dr Necip Doganaksoy Research and Development, General Electric Corporate, Schenectady, NY (SECTION 48, RELIABILITY CONCEPTS AND DATA ANALYSIS) John A Donovan Director PARIS Associates, Fairfax, VA (SECTION 21, SUPPLIER RELATIONS) Dr Edward J Dudewicz Professor and Consultant, Department of Mathematics, Syracuse University, Syracuse, NY (SECTION 44, BASIC STATISTICAL METHODS) John F Early Vice President, Planning and Strategic Support, Empire Blue Cross and Blue Shield, New York, NY (SECTION 3, THE QUALITY PLANNING PROCESS) Dr Al C Endres Director, Center for Quality, and Chair, Dept of Management, University of Tampa, Tampa, FL (SECTION 19, QUALITY IN RESEARCH AND DEVELOPMENT) Professor Luis A Escobar Dept of Experimental Statistics, Louisiana State University, Baton Rouge, LA (SECTION 48, RELIABILITY CONCEPTS AND DATA ANALYSIS) Edward Fuchs Chapel Hill, NC (SECTION 25, CUSTOMER SERVICE) William R Garwood President, Eastman Chemical Co., Europe, Middle East, and Africa Region (retired), Hilton Head, SC (SECTION 15, HUMAN RESOURCES AND QUALITY) Dr A Blanton Godfrey Chairman and Chief Executive Officer, Juran Institute, Inc., Wilton, CT (CO-EDITOR4, THE QUALITY CONTROL PROCESS; SECTION 14, TOTAL QUALITY MANAGEMENT) IN-CHIEF; SECTION E F “Bud” Gookins Managing Partner, Strategic Quality Consulting, Elyria, OH (SECTION 23, INSPECTION AND TEST) Vice President Al Gore Washington, DC (SECTION 31, GOVERNMENT SERVICES) ix Index Terms Society and quality (see Quality and society) Software: attributes of cost of error correction reliability of Software development challenges ethical issues future of history of Internet in objective of programmer characteristics standards in tools for development (See also Software development, history: Software life cycle; Software life cycle, potential problems) Software development, history: architecture data management design process developmental tools linking technology and processes Software Engineering Institute Software reliability Software, life cycle: coding design, preliminary and detailed design review design simplification installation maintenance potential problems requirements analysis testing Software, life cycle, potential problems: lack of theory of software dynamics poor user interfaces scanty domain knowledge shortfalls in externally furnished components slovenly requirements analysis unmanageable team size SOL Company, employee empowerment in Solectron Sources of data Sourcing strategy model Southern Pacific Transportation Company Spare parts sales, in field intelligence Special causes of variation Links 10.7 10.15 10.15 20.1 20.3 20.2 20.18 20.4 20.19 20.2 20.2 20.17 20.5 20.7 20.5 20.4 20.5 20.8 20.8 48.33 20.10 20.9 20.9 20.9 20.12 20.12 20.13 20.8 20.11 20.17 20.15 20.14 20.15 20.15 20.16 15.15 22.38 44.2 21.16 26.14 18.7 45.2 10.16 20.4 20.3 20.19 20.18 20.6 20.5 48.34 20.11 20.10 20.9 20.12 20.16 26.18 21.17 Index Terms Specifications: history of standards Specifications, product: content and format definitions of product unit terms goal conformance as fixed reference for importance of objective description in and market requirements Split-plot design of experiments Spreadsheet (see Quality planning spreadsheet; Control spreadsheet) Springfield Remanufacturing Company St Joseph’s Hospital Staggered nested design of experiment Standard deviation: chart of degrees of freedom for estimating defined Standard of performance, in feedback loop Standardization: as aid to translation and creativ ity government role in international, in developing countries and multinational collaboration national, in developing countries regional, in developing countries in travel and hospitality industries types of, in developing countries Standards: in ancient China for consumer products list of in People’s Republic of China selected in software development Standards Association of Zimbabwe (SAZ) Standards organizations, of importance to consumers Stanley Tool Works State-owned enterprise and quality in People’s Republic of China Statistical analysis: computer systems application to sources of statistical software Statistical control, state of, defined Statistical control limits, vs tolerance Statistical control of automated processes Statistical decision theory Statistical estimation Bayesian estimates concept Links 2.9 AIII.1 2.10 27.16 27.17 27.21 27.16 27.20 47.38 27.17 15.4 15.11 47.29 AII.34 44.13 4.6 3.22 41.23 35.10 37.14 36.4 37.11 37.14 30.7 37.10 42.3 35.6 AIII.1 42.12 AIII.1 20.17 37.11 15.12 4.7 41.24 37.15 30.9 37.11 35.7 42.14 37.12 35.6 26.8 42.13 42.14 10.9 10.10 45.2 4.18 45.27 44.22 44.41 44.54 44.41 10.10 4.19 45.28 44.42 Index Terms Statistical estimation (Cont.) confidence interval estimates intervals with fixed width and precision point estimates prediction intervals simple estimates of location and dispersion tolerance intervals Statistical graphics Statistical methods: basic methods bootstrap methods clustering and discrimination continuous probability distributions correlation (see Regression and correlation analysis) data screening descriptive statistics for summarizing data discrete probability distributions estimates (see Statistical estimation) heteroscedastic discrimination histogram historical data, uses and caveats information for decision-making merits of Monte Carlo sampling methods planning for collection and analysis of data plot, time order of data probability models in process control regression (see Regression and correlation analysis) risks selecting the best vs testing hypotheses sources of data statistical estimation statistical graphics statistical tests of hypotheses statistical tool kit training in, as an approach to quality improvement transformations of data Statistical process control ANSI/ISO/ASQC A3534-2 ANSI/ISO/ASQC A8402-1994 Box-Jenkins manual adjustment chart constructing a control chart for variables (no standards given) constructing a control chart for variables (standards given) control charts for attributes control charts for individuals Links 44.42 44.54 44.42 44.47 44.17 44.47 44.15 44.1 44.41 44.86 44.28 44.84 44.5 44.7 44.23 44.86 44.9 44.4 4.25 4.24 44.84 44.87 44.5 4.25 44.2 44.9 44.17 4.24 4.25 44.87 44.2 44.41 44.15 44.58 44.2 40.5 44.81 45.1 45.2 45.2 45.24 44.88 44.3 45.25 45.5 45.12 45.12 45.10 45.11 44.85 Index Terms Statistical process control (Cont.) cumulative sum (CUSUM) control charts defined definitions in exponentially weighted moving average control chart history information for decision-making interpretation of control charts merits of multivariate control charts notation in PRE-control risks short -run control charts state of control, defined statistical control of automated processes steps to start a control chart theory and background of Statistical sciences Statistical significance vs practical significance Statistical techniques and procedures, selected documents Statistical tests of hypotheses basic concepts determining sample size required drawing conclusions error types in operating characteristic curve, use of relation to confidence intervals sample size fixed in advance sample size not fixed in advance selecting the best vs testing hypotheses Statistical significance vs practical significance summary of common tests Statistical tolerancing Statistical tool kit STATPRO statistical software package Stem-and-leaf plot Sterling Quality Award (State of Florida) Stock market prices and quality Stopping rules in continuous sampling Storage Technology Corporation Storyboarding Strata, in bulk sampling Strategic Decisions Group, defined Strategic deployment benefits of business audits in company policies in decisive element defined Links 45.17 4.24 45.2 45.20 45.2 4.25 45.7 4.24 45.25 45.2 45.25 4.25 45.23 45.2 45.27 45.4 45.2 48.3 44.80 AIII.9 44.58 44.58 44.78 44.77 44.58 44.59 44.79 44.61 44.74 44.87 44.80 44.63 44.50 44.2 44.16 44.15 19.4 7.21 46.31 18.25 5.42 46.72 19.12 13.1 13.5 13.20 13.12 13.22 13.2 45.3 45.10 4.25 45.24 45.28 45.5 45.3 44.81 44.59 44.79 44.78 44.59 44.80 44.88 44.81 13.6 13.22 Index Terms Strategic deployment (Cont.) definitions in elements of goals in history of key performance in dicators key strategies in launching of mission in process of reviewing progress in risks and lessons learned strategic goals in upper management leadership in values in vision in Strategic planning: in a high -tech industry origins in financial planning quality goals in (See also Strategic deployment) Strategies, defined Strategy for quality Stratification, described and illustrated Stratified sampling Stream-to-stream analysis Subgroup size, in control charts Sumitomo Electric Industries Co Sun Microsystems Supplier quality: audit of controls on supplier importance of (See also ISO 9000 family of international standards) Supplier relations agile supply-chain implementation in automotive industry concepts defined controls on supplier customer and supplier views contrast ed in data quality systems defined empowerment, outsourcing, downsizing re-engineering importance of supplier quality improvement for influence of quality revolution on introduction to in Japan in job shop industries Juran Trilogy applied to Links 13.6 13.7 13.13 13.2 13.15 13.9 13.6 13.8 13.6 13.18 13.22 13.9 13.12 13.11 13.7 28.7 13.3 13.4 13.7 2.16 AV 46.16 5.44 45.4 41.3 20.18 29.12 29.12 21.5 13.7 13.7 13.9 13.7 13.23 13.8 13.4 13.5 2.17 AV 46.17 45.5 21.6 21.1 21.25 29.9 21.4 29.12 7.4 34.10 21.4 21.15 21.5 21.23 21.3 21.1 41.24 24.27 21.17 21.6 21.4 21.2 Index Terms Supplier relations (Cont.) legal issues in merging functional excellence with process orientation organizing for, external organizing for, internal principles for process-based organizations replacing functional organizations quality assurance by supplier quality control in quality improvement in quality planning in resistance to mandated quality control systems shift of responsibility for quality assurance skill sets required for purchasing professionals sourcing process sourcing strategy model supplier base reduction supplier business management assessment supplier product fitness assessment supplier quality system assessment supplier selection supplier selection in travel and hospitality industries supply -chain optimization teamwork with a few suppliers (Japan) traditional role of purchasing in travel and hospitality industries Supply chain: assessment tools for defined Supply-chain optimization: axioms of goal of “Surplus” quality Survival function (sf), defined Sverdrup Technologies Sweden: quality in Swedish Customer Satisfaction Barometer (SCSB) Swedish Quality Institute University of Linköping Swedish Customer Satisfaction Barometer (SCSB) Switching rules (in AQL sampling plans) Switzerland, quality in Symbols Symptom: analysis of defined Links 21.26 21.27 21.12 21.15 21.9 21.12 21.13 21.10 29.11 21.20 21.23 21.18 2.14 2.14 21.13 21.9 21.16 29.10 21.22 21.23 21.22 29.10 30.23 21.8 41.24 21.2 30.22 2.15 21.10 21.17 21.23 30.24 21.9 21.3 21.25 21.4 21.8 21.8 41.21 48.4 19.11 38.13 38.13 38.13 38.13 38.12 46.40 38.13 AI.1 5.40 5.39 21.9 41.22 Index Terms Links System and program requirements, selected documents System mean cumulative function (MCF) System reliability components in parallel components in series concepts in point process model repairable components terminology Systems engineering, in customer service AIII.2 48.28 44.30 48.25 48.23 48.22 48.25 48.25 48.23 25.8 t test table for T test Tables and charts Taguchi off-line quality control Tau test Tau d, table of percentiles for Tax Reform Act of 1986 Taylor system of scientific management impact in the U.S replacement by self-managing teams in U S industrial history TEAM, Technical Aids for Engineering Management Teams: for benchmarking blitz development of in high-performance organization natural self-regulating in software development unmanageable size (See also Process quality management, team; Project team) Teamwork: among departments, in Japanese companies with suppliers, in Japan Technique errors: defined diagnosis and remedy in inspection Technology-based training Teijin Co Ten X (10 X) improvement goals Telebras, Brazil Terminology, for quality systems Test capability index (TCI) Test market, in new-product launch 44.62 AII.16 44.65 AII.1 47.58 44.63 AII.17 30.9 2.13 40.2 22.40 22.4 48.29 44.31 48.27 25.9 44.72 44.73 47.59 44.64 AII.19 44.71 44.33 12.5 15.11 15.21 15.17 15.12 15.12 20.16 20.16 15.18 20.17 20.17 41.24 41.24 5.60 5.60 23.42 16.18 41.3 15.16 43.7 AIV.1 19.29 18.28 48.28 16.19 AIV.2 18.29 44.73 Index Terms Test of theories association searches cutting new windows defect concentration analysis design of experiments in factual approach flow diagrams in process capability analysis process dissection Test -unit, in bulk sampling Test -units in bulk sampling Testability, defined Testing (see Evaluation) Testing, of new product design Testing, of process: in process development test limitations Testing, of product: beta testing company-financed consumer-financed full-scale, in Japan government-financed when measurement process is off-aim objectivity of test services product test plan standards, for consumer products (See also Measurement) Testing and validation: computer systems application to testing environment Texas Instruments Texas Instruments Defense Systems and Electronics Texas Instruments Europe Theories of defect causation: choosing theories to test formulation of generating theories orderly arrangement test of (See also Test of theories) Theory, defined 3M Company Time-based competition Time-dominant processes Time-to-failure distribution: exponential lognormal Time-to-time analysis TNT Express (U.K.) Ltd Tolerance, vs statistical control limits Links 5.43 5.47 5.48 5.45 5.49 5.43 5.44 5.44 5.44 46.72 46.74 19.29 5.48 5.49 5.50 5.44 46.75 19.32 3.40 3.41 17.19 35.5 35.4 41.32 35.4 27.26 35.7 17.18 35.6 10.5 10.5 8.24 3.41 35.5 27.27 17.19 35.7 10.6 12.1 26.27 38.21 5.42 5.41 5.41 5.41 5.43 5.43 5.39 19.14 22.3 30.17 48.6 48.8 5.44 38.21 4.18 48.9 5.45 4.19 13.9 13.20 18.2 Index Terms Tolerance intervals Tollgate inspection Tools: “seven tools” for quality improvement process map for use in quality improvement Tools, for experimentation Toshiba Corp Total cost of ownership: as basis for purchasing decisions defined (See also Life-cycle cost) Total productive maintenance (TPM) Total quality management (TQM) and Baldrige Award in central and eastern Europe in core strategy for attaining world-class quality critical processes for defined in ISO 8402:1994 and Deming Award and democratic traditions in developing countries employee empowerment and employee involvement and and European Quality Award evolution of extensions of in financial services fundamental concepts of and human resources infrastructure for introduction to quality awards, impact of quality awards, national and international impact of re-engineering in results of six sigma in strategic deployment of strong forces in (See also High-performance organization; Human resources) Toyota Motor Corporation in supplier relations Toyota Motor Sales USA, Inc Toyota production system (TPS) T R-3, TR-4, TR-6, TR-7 reliability sampling plans Training for quality in ancient China to build capability collaborative training systems Links 44.47 23.19 AV AV AV 47.5 41.18 AV 47.6 21.6 21.4 21.7 22.27 14.1 11.24 39.7 40.11 14.11 11.24 11.24 39.7 37.7 15.2 15.2 11.24 14.14 14.31 33.23 14.6 15.2 14.13 14.1 14.17 22.28 22.54 40.12 15.3 15.3 14.14 14.18 14.31 14.4 14.31 13.2 14.8 14.7 29.10 18.2 29.9 46.68 46.68 16.1 42.2 15.23 16.19 15.13 19.2 29.4 39.6 26.26 29.10 46.70 46.70 26.27 29.12 29.16 42.3 46.71 46.71 Index Terms Training for quality (Cont.) for companywide quality control in Japan curriculum design delivery systems, media, and devices in developing countries for effectiveness evaluation external vs internal sourcing of first-line workers in Japan future of for high-performance total quality environment implementation and delivery instructional techniques introduction to learning laboratories major issues in management of the quality training function methodologies measuring effectiveness of in quality improvement quality training function in research and development resources, examples of in strategy for world-class quality and total quality management in total quality organization why training fails (See also Quality training function; Training methodologies) Training methodologies: group learning independent study on-the-job training self-directed learning technology -based training (TBT) Transformations of data Translation of customer needs: glossary as an aid measurement as an aid measurement in sample as an aid standardization as an aid Transportability, of data Travel and hospitality industries barriers to problem analysis in complex logistics in definition of quality in dynamic nature of government influence in mission of the industries multiple process types in process management in Links 41.11 16.13 16.16 37.21 15.24 16.21 16.17 41.5 16.22 15.24 16.17 16.16 16.1 16.19 16.2 16.2 16.17 15.24 5.70 16.3 19.9 16.23 40.9 14.14 15.23 16.22 16.18 16.18 16.17 16.18 16.18 44.81 3.21 3.21 3.21 3.22 3.22 34.3 30.1 30.5 30.6 30.2 30.5 30.9 30.2 30.5 30.26 16.17 16.22 16.23 16.2 19.11 40.10 15.24 16.19 3.22 30.6 Index Terms Links Travel and hospitality industries (Cont.) prognosis of quality in quality control for facilities and equipment quality control for service quality control for special jobs for events quality control in quality control in food production quality control of facilities and equipment quality improvement in quality monitoring in the U.S airline industry quality planning for service quality planning for special jobs quality planning in quality planning of facilities and equipment receiving inspection in responses to societal changes rise of current quality practices in role of savoir faire in quality planning role of specifications and brand names in self-directed work teams in supplier quality in threats of electronic world to typical quality challenges in Travel planners, role in travel and hospitality industries Treatment, in design of experiments, defined Tree diagram, in new-product planning Trilogy (see Juran Trilogy) Troubleshooting: contrasted with improvement in operations Trust: in human relations in improvement of supplier relations Turkish PTT TWA Twenty-first century, outlook for Two-point acceptance sampling plans: by attributes by variables Two-sided normal test, curves of operating characteristics Type A sampling plan Type B sampling plan Type I error Type II error u chart U test U.S Army 30.25 30.18 30.19 30.20 30.16 30.20 30.17 30.20 30.20 30.12 30.12 30.10 30.10 30.24 30.8 30.7 30.16 30.24 30.25 30.22 30.26 30.2 30.26 30.20 30.9 30.8 30.26 30.3 47.4 18.2 18.3 5.8 22.57 22.58 15.6 21.23 15.10 30.8 5.6 30.4 15.7 5.7 46.17 46.47 AII.32 46.3 46.3 44.58 44.58 45.15 44.63 20.2 44.64 44.66 44.67 44.69 Index Terms U.S Customs Service quality training in U.S Department of Agriculture: Rural Development Agency U.S Department of Energy U.S Department of Housing and Urban Development (HUD) U.S Department of Transportation U.S Environmental Protection Agency U.S Federal Emergency Management Agency (FEMA) U.S Federal Quality Consulting Group U.S Federal Trade Commission U.S Food and Drug Administration (FDA) U.S General Accounting Office U.S General Services Administration U.S Health Care Financing Administration (HUFA) U.S Internal Revenue Service (IRS) U.S National Aeronautics and Space Administration U.S National Highway Traffic Safety Administration (NHTSA) U.S National Institute of Science and Technology (NIST) U.S National Institute of Standards and Technology U.S Occupational Safety and Health Administration (OSHA) U.S Office of Consumer Affairs U.S President’s Management Council (PMC) U.S Preventive Services Task Force U.S Social Security Administration UBISA Umpire, in feedback loop Underwriters Laboratories Inc (UL) UNIDO quality program in developing countries Uniform Commercial Code (UCC) Union Electric Company United Airlines United Kingdom (see Great Britain) United Nations Development Programme (UNDP) United Nations Industrial Development Organization (UNIDO) United States: industrial background Japanese quality revolution and responses lessons learned, core strategies for quality improvement prognosis for quality in quality in quality initiatives Links 31.5 16.4 31.7 16.5 31.8 20.3 31.6 7.13 31.5 31.2 31.2 35.11 31.8 20.3 31.8 32.11 31.7 7.14 31.7 23.42 31.8 35.12 35.13 43.5 43.12 43.13 35.6 31.4 7.14 31.2 32.18 31.4 38.21 4.7 10.17 37.8 21.26 13.15 30.8 35.13 31.7 31.8 35.5 35.6 37.8 37.22 37.26 40.1 40.4 40.5 40.6 40.12 40.1 40.5 40.6 37.26 Index Terms Links United States (Cont.) results of initiatives of the 1980s WWII impact on quality Units of measure, standard definitions for University of Linköping University of Michigan Hospitals University of Southern California Upper management: approval and participation in quality improvement language of leadership in core strategy for world-class quality nondelegable roles performance evaluation of quality improvement presentations to progress review quality audits in Japan (See also Quality council) USAA Usiminas, Brazil Valuation, of data Value: defined eliminating non-value-adding work in market research quantification of Value analysis, in product development Value engineering, in review of product design Value proposition, defined Values: defined in strategic deployment Variability, of product, as basis for quality evaluation of critical properties Variables control chart Variables sampling (see Acceptance sampling by variables) Varian Associates Variance Variance, components of: contrast method of estimation estimates from maintenance sampling plan estimates from production process data guidelines for obtaining data maintenance sampling for measurement components and product characterization used for improvement of quality management system Versatility, of data 40.6 40.3 AIII.12 38.13 32.10 20.5 5.12 5.14 40.7 5.67 5.69 5.15 5.68 41.16 5.68 5.16 5.69 33.12 43.7 34.3 21.4 26.8 18.16 7.13 3.32 22.5 25.1 26.9 7.14 13.7 13.11 27.15 45.5 27.16 45.12 19.19 44.14 19.20 27.30 27.29 27.29 27.28 27.31 27.30 27.30 27.32 27.33 34.3 27.29 27.33 27.34 26.11 26.12 Index Terms Vision: defined in a high -performance organization in strategic deployment Vision 2000 (related to ISO 9000 standards) acceptance, compatibility, flexibility of standards generic product categories planning beyond Vision 2000 Visual quality characteristics: defined inspection and test standards standardizing conditions of inspection and test Wainwright Industries Wal-Mart Walt Disney Company Walt Disney World Warranty: consumer products as customer need industrial products vehicle service under, in automotive industry Warranty of quality: as an aid to consumer warranties, history of Wearout period Weibull distribution probability plot in reliability modeling in reliability testing Weibull plots Wesley Medical Center Western Electric Company Hawthorne Works Western Electric Company (AT&T) Western Europe (see Europe, western) Westinghouse Weyerhaeuser Corporation Wilcoxon-Mann-Whitney test, table of Within-piece analysis Work and organization, design of behaviors of empowered employees employee involvement in improvement empowerment and commitment high-performance organization, features of role of management satisfaction of employee, organization, and customer (See also High-performance organization) Links 13.6 15.18 13.7 11.8 11.9 11.8 11.10 13.8 11.10 11.9 11.11 23.26 23.27 23.27 15.24 31.8 31.8 15.3 18.28 3.15 18.27 29.16 35.8 2.9 48.5 44.31 48.10 48.6 46.68 44.32 32.16 45.2 45.3 23.13 12.7 18.23 AII.29 5.45 15.9 15.14 15.10 15.11 15.15 15.18 15.9 15.24 18.28 48.11 46.70 44.33 45.3 19.9 15.15 15.19 15.10 46.71 48.10 48.11 Index Terms Links Work center team, in customer service functions, defined Worker errors: communication errors conscious errors diagnosis and remedy extent of inadvertent errors species of technique errors Worker-dominant processes World Bank World Health Organization (WHO) World War II, impact in the U.S World Wide Web: in government services (See also Internet) World-class quality, core strategies for success 25.13 5.63 5.62 5.58 5.58 5.59 5.58 5.6 30.16 37.2 37.26 40.3 31.4 5.63 5.60 5.59 30.17 37.26 31.7 40.6 x chart control charts for individuals, moving range control charts for individuals, standard deviation X-bar chart Xerox Xerox Corporation Xerox USA 45.10 45.11 45.11 45.5 12.1 13.9 26.27 45.11 12.14 14.6 26.28 Yates’s algorithm, in analysis of experiments Youden square experimental design Yugoslavia: automobile factory in (See also Europe, central and eastern) 47.42 47.25 47.26 Zero acceptance number plans Zytec Corporation 46.41 18.2 39.9 26.28 12.19 15.17 18.2 31.8 43.5 ... indexes ISBN 0-07-034003-X Quality control—Handbooks, manuals, etc I Juran, J M (Joseph M.), date II Godfrey, A Blanton III Title: Quality handbook IV Title: Quality control handbook TS156.Q3618 1998... USE THE HANDBOOK; SECTION 2, HOW TO THINK ABOUT QUALITY; SECTION 4, THE QUALITY CONTROL PROCESS; SECTION 5, THE QUALITY IMPROVEMENT PROCESS; SECTION 7, QUALITY AND INCOME; SECTION 35, QUALITY. .. of this handbook as follows: Section 3, The Quality Planning Process Section 4, The Quality Control Process Section 5, The Quality Improvement Process 2.6 SECTION TWO Quality planning Quality