ABSTRACT
Juran’s philosophy is perhaps best summed up in the saying, cited by Logothetis ‘quality happen by accident, it has to be planned’. First to be considered is Juran’s assumption that there is a quality crisis. It is certainly the case that consumers’ expectations of products and services have increased and there is a lower tolerance of faults than was once the case. George had forgotten the PIN number for his debit card, three attempts in the same restaurant led to it being blocked. Juran’s work focuses very clearly on measurement and specific objectives. As with others, the validity of this approach must be questioned. While Juran’s ‘quality trilogy’ of planning, control and improvement offers the guideline to his approach, his overarching methodology for achieving quality is the ‘quality planning road map’. Recognising both external and internal customers, this method offers a nine step guide.
