Juran’s TQM based Quality Trilogy :

Quality planning :

* Identify the customers, both internal and external
* Determine the needs of customers
* Set quality goals that correspond to these needs
* Organize to reach the goals(establish quality council, identify problems, select projects, appoint teams, delegate facilitators)
* Prove process capability (prove that the process can meet the quality goals under operating conditions)

Quality control :

* Select what to control
* Select units of measurement
* Establish standards of performance
* Measure actual performance
* Measure actual performance versus standard performance
* Take action on the difference

Quality improvement :

* Identifying projects for improvement
* Carrying out these projects to solve problems
* Discovering causes of problems
* Providing remedies
* Providing for control to hold the gains
* Reporting progress
* Giving recognition
* Communicating results
* Maintaining the quality by making annual improvements part of the regular system