By accepting that the cycle starts and ends with the customer, it can seen how important the concept is. The cost of quality, or not getting it right first time, Juran maintained should be recorded and analysed and classified into failure costs, appraisal costs and prevention costs. Seeing quality planning as the three elements of Quality Planning, Quality Control and Quality Improvement running parallel to budgeting, cost control and cost reduction. Quality Planning Road Map Identify customers. Determine customer needs.
Translate customer needs into specifications.
Develop prioduct or service to meet customer needs. Optimise product or service features and characteristics. Develop process capabilities to produce prodcut or service. Quality Council A body typically comprising senior management with the responsibility for project managing the quality improvements. The council would set targets, run needs analysis for training and equipment, cost of quality measurement, co-ordination and liaise between groups and management levels.