Juran's Quality Control Handbook

Abstract

This is a reference book for all who are involved with quality of products, services, and processes. Experience with the first four editions has shown that “all who are involved” include: ● The various industries that make up the international economy: manufacture, construction, services of all kinds—transportation, communication, utilities, financial, health care, hospitality, government, and so on. ● The various functions engaged in producing products (goods and services) such as research and development, market research, finance, operations, marketing and sales, human resources, supplier relations, customer service, and the administration and support activities. ● The various levels in the hierarchy—from the chief executives to the work force. It is a mistake to assume that the sole purpose of the book is to serve the needs of quality managers and quality specialists. The purpose of the book is to serve the entire quality function, and this includes participation from every department of the organization and people in all levels of the organization. ● The various staff specialists associated with the processes for planning, controlling, and improving quality. While there is a great deal of know-how in this book, it takes skill and a bit of determination to learn how to find and make use of it. This first section of the handbook has therefore been designed to help the reader to find and apply those contents which relate to the problem at hand. The handbook is also an aid to certain “stakeholders” who, though not directly involved in producing and marketing products and services, nevertheless have “a need to know” about the qualities produced and the associated side effects. These stakeholders include the customer chain, the public, the owners, the media, and government regulators.