ABSTRACT
The quality policy lays out an organization’s high-level objectives, but it does not specify how to achieve them; for that, a quality plan is necessary. The quality plan contains the strategic goals necessary to fulfill the vision contained in the quality policy. Both the quality plan and quality goals must align with the overall strategic plans of the organization, and they are deployed throughout the organization so that lower levels of the organization can implement the plans as actionable objectives (Westcott 2013). Juran offers six steps for quality planning (1995):
1. Define the project. 2. Identify the customers-those who will be impacted by the actions we
take to complete the project. 3. Discover customer needs. 4. Develop the product-features that respond to customer needs. 5. Develop processes that are able to produce these product features. 6. Develop controls/transfer operations.
