Quality Trilogy
Emphasized by Joseph M. Juran, the Quality Trilogy is a framework for managing and improving quality within an organization. It consists of three key processes:
- Quality Planning: a process driven by senior managers and experts, ensures that customer needs are well understood, and that systems are designed to attain the particular quality characteristics deemed necessary by the customer. Management sets goals and priorities, assess the results of previous plans, and coordinates quality objects with other goals.
- Quality Control: this process is about maintaining a stable, predictable level of quality. To do so, actual performance must be evaluated, comparisons are made to objectives, and, were discrepancies are found, corrective action initiated.
- Quality Improvement: a process that uses project teams to achieve periodic “breakthroughs” with dramatic gains to address chronic quality problems.