onsdag 13. mai 2009

Planning for Quality

Here a little more from Joseph M. Juran about Quality -> CRM


In broad terms, quality planning consists of developing the products and processes required to meet the customers' needs. More specifically, quality planing comprises the following basics activities:
- identify the customers and their needs
- develop a product that responds to those needs
- develop a process able to produce that product.

Invariable sequence of steps for quality planning:
- identify who are the customers
- determine the needs of those customers
- ranslate those needs into our language
- develop a product that respond to those needs
- optimize the product features so as to meet our needs as well as customers' needs
- develop a process which is able to produce the product
- optimize the process
- prove that the process can produce the product under operating conditions
- transfer the process to the operating forces.

Planning for Quality, Joseph M. Juran