Juran Trilogy – A managerial ideology adopted by companies to ensure the needs of customer

The company makes a product for the customer or offer services to the customer, but what if the customer is not happy? Will the company still grow in the market? The straight answer is “NO”. A customer is someone who decides the brand value for a company. For the company to adapt to the situation with changing time, it is necessary to be proactive and innovative to meet the customer requirement. Juran Trilogy will guide us to incorporate quality to products or services in the way the customer wants.

The voice of customer is the prime mover for the company brand value in the market. It is a process in which a company identifies its customer who are going to avail their products or services as well as they should ensure the response of the customer once their products or services launched in market.

But the question is …How can company have a check on the customer?

The simple answer to this is looking for improvement by taking required action:

1. Customer Feedback.
2. Logging Customer complaint.
3. Prioritizing the Customer Demand.
4. Giving Importance to Customer Needs.

A company with good brand name is more trusted by the customers in long terms. As the Quality becomes the base for customer’s trust and support. A company should always look for Improvement and learning.

“Your most unhappy customer are your greatest source of learning”- Microsoft Supremo Bill Gates

Juran Trilogy

While talking in terms of customer and quality, it would unfair without “Juran Trilogy” because he was the man who highlighted managerial responsibility for the quality and emphasized that quality can be achieved through people rather than techniques. He was the one who considered both the aspects i.e., the management and the technical part involved in quality management. The Quality Trilogy developed by Juran mainly focuses on three parameters i.e., Planning, Control, and improvement.

Quality Planning

The journey of any successful brand name needs a perfect “Planning”, the planning done to adhere to the vision, mission, and a goal that a company wants to achieve. Good Quality needs good planning, a plan which involves a route map for achieving legit targets. The plan comprises of:

1. Identifying the set of people in the market who needs your products or services.
2. Determining the needs or the requirements of the customer – Prioritizing the requirements of the customer.
3. Developing the product or customizing the services according to the customer’s requirement-
4. Developing the process able to produce that product or service-
5. Optimize the features of the product or add additional services to meet the customer requirement.

Quality planning is something in which a design is created keeping in mind the above-mentioned points. This helps the company in understanding customer expectations or requirements.

Quality Control