An end to the misunderstandings of W. Edwards Deming's work--the book that finally provides a relationship between his ideas and the way businesses should be run.

Quality costs help to show the importance of quality-related activities to management; they demonstrate the cost of non-quality to an organization; they track the causes and effects of the problem, enabling the working out of solutions using quality improvement teams, and then monitoring progress. As a technique in the introduction and development of TQM, quality costing is a powerful tool for enhancing a company’s effectiveness. Quality Costing provides pragmatic advice on how to set about introducing and developing a quality costing system and using the data that emerges. This third edition (strengthened by additional data from a range of organizations) provides sound practical guidance on how to define, identify, collect, measure, analyse, report and use quality costs. This established text has proved invaluable to managers and quality professionals, students and academics alike - the new edition ensures its continued position as the leading book in the field.

These two volumes are about understanding—why—and application—how—with the aim of providing guidance and introduction to both. Quality is the consistent achievement of the user’s expectations of a product or service. The achievement needs to be “The right thing, right first time, every time, in time.” Beginning with manufacturing and services, it also includes professional, personal, and spiritual dimensions. Variation does not sit happily with consistency and skill in handling risk and opportunity requires competence in the use of statistics, probability, and uncertainty; and needs to complement the critically essential soft dimensions of quality and the overarching and underpinning primacy of personal relationships. There are no clear boundaries to the applicability of quality and the related processes and procedures expressed in management systems, and this is why it matters so much to show “how it applies in diverse business and social environments.” Increasingly, the acceptability of boundaries that are drawn depends on their effect on the user and the achievement of quality, and the latest standards on quality management are explicit on this key point. Quality is everyone’s business, and there is no single professional discipline that can properly express this. Insights, knowledge, experience, best practice, tools, and techniques need to be shared across all kinds of organizational and professional boundaries, and there is no departmental boundary that can stand apart from the organization-wide commitment to quality achievement.

Designed to enable readers to recognize the cornerstones of creating and sustaining organizational effectiveness, the First Edition is based on key quality initiatives including Six Sigma, the Malcolm Baldrige National Quality Award, ISO 9000, lean manufacturing, and value creation. This book explores how quality management has progressed from an emphasis on the management of quality to a focus on the quality of managing, operating, and integrating customer service, marketing, production, delivery, information, and finance areas throughout an organization's value chain. For professionals with a career or interest in business, engineering, engineering technology, and quality management.

These two volumes are about understanding—why—and application—how—with the aim of providing guidance and introduction to both. Quality is the consistent achievement of the user’s expectations of a product or service. The achievement needs to be “The right thing, right first time, every time, in time.” Beginning with manufacturing and services, it also includes professional, personal, and spiritual dimensions. Variation does not sit happily with consistency and skill in handling risk and opportunity requires competence in the use of statistics, probability, and uncertainty; and needs to complement the critically essential soft dimensions of quality and the overarching and underpinning primacy of personal relationships. There are no clear boundaries to the applicability of quality and the related processes and procedures expressed in management systems, and this is why it matters so much to show “how it applies in diverse business and social environments.” Increasingly, the acceptability of boundaries that are drawn depends on their effect on the user and the achievement of quality, and the latest standards on quality management are explicit on this key point. Quality is everyone’s business, and there is no single professional discipline that can properly express this. Insights, knowledge, experience, best practice, tools, and techniques need to be shared across all kinds of organizational and professional boundaries, and there is no departmental boundary that can stand apart from the organization-wide commitment to quality achievement.

"I think I am sitting with God." Such was the awestruck impression of one seminar attendee when he found himself sharing a luncheon table with Joseph Juran, the man whose name has become synonymous with the concept of quality. In the annals of business history, the name Juran resonates with near mythic status. This is the man whose thinking about quality and management revolutionized the way the world does business, a living legend who, along with a few other giants of our age, shaped the course of industrial history. Written with the support of Dr. Juran and the Juran Institute, Juran: A Lifetime of Influence gives us an intimate look at the man, his times, and the evolution of the concepts of quality and management that so profoundly affect business today. Dr. Juran's remarkable story begins at the turn of the century in the Carpathian Mountains of Romania. Joseph Juran was born in a tiny village with unpaved streets and houses with dirt floors, a place that, in his own words, "had no quality problems." His journey to America, in 1912, thrust him into a world of technological marvels, of ocean liners and ice cream, streetcars and flush toilets. Poverty forced him into his first job at age nine, exposing him to work experiences and conditions that kindled his interest in finding better ways to get things done. John Butman's penetrating narrative explores Joseph Juran's early struggles against prejudice, and how-through chess, languages, algebra, and code-breaking-his genius for analysis and problem-solving emerged. It was at Western Electric's Hawthorne Works, one of the great factories of the age, that Juran's lifework began to crystallize. An operation of exceptional size and complexity, Hawthorne gave Juran a visceral understanding of the bedrock issues of quality. He learned the sound of a machine malfunctioning, heard the complaints of a skilled operator betrayed by shoddy materials, and discovered the consequences of poor quality control. Then, in a dramatic turn of events, Juran was given the chance to put his innovative skills and ideas to use as an integral part of the Lend-Lease Administration effort in World War II. The immense and urgent undertaking allowed Juran to throw himself into the fight against the Nazis. Praise for "Joe Juran has led the quality cause from its earliest days. His progressive influence via this enlightening text will be virtually endless." -Robert W. Galvin Chairman of the Executive Committee, Motorola "As much as anyone in the field, Dr. Joseph M. Juran is a major influence in the business world's pursuit of quality. Juran: A Lifetime of Influence finally gives the great man his due. Quality gurus and greenhorns alike will find much to savor in this entertaining and educational book." -Robert A. Lutz Vice Chairman, Chrysler Corporation. "John Butman has captured the extraordinary spirit of one of America's most remarkable pioneers, Joseph M. Juran, in a wonderful text that reads almost like a novel. Here we get a true glimpse of some of the forces that have driven Dr. Juran for over 92 years and of his many breakthrough contributions to world business." -A. Blanton Godfrey Chairman, Juran Institute "This book provides an intimate look at Juran's personal life, while giving the reader a lucid understanding of his philosophy, teachings, and accomplishments." -G. Howland Blackiston Executive Producer of the PBS television documentary, "An Immigrant's Gift" "Juran: A Lifetime of Influence is a well-documented, easy-to-read biography of a remarkable man in a critical period of the twentieth century. Many hitherto untold anecdotes give us insight into Dr. Juran's influence on society. I recommend it not only to quality professionals and business managers, but also to the general public as well." -Yoshinao Nakada Technical Manager, Bell Laboratories, Lucent Technologies.

This volume provides the understanding and the means needed to achieve complete systematic quality control of goods and services in any type of organisation. It also shows how to meet or exceed clients' quality expectations, structure management systems to encourage business growth and adapt to changing needs, ensure continuous quality improvement and increase efficiency and effectiveness. The book explains the theory of total quality and demonsrates its practical applications, elucidates the relationships among all company departments and their effects on pursuit of excellence and presents several powerful problem solving techniques. An essential resource for quality improvement, quality control, business, human resource and industrial engineering managers, chief executive officers of product and service orientated firms and graduates in these disciplines.