Leadership guru

Leadership Guru: Dr. Joseph M. Juran

By Alexandria Williams

Who is Juran?

• Was born in Braila, Romania in 1904 and moved to America at the age of 5.• First of his family to pursue a higher education,

and excelled four grade levels.• Received a B.S. in electrical engineering and began

working in management.• Was invited to Japan to teach the Union of

Japanese Scientists and Engineers principles of quality management to rebuild their economy.• Had 4 children; 9 grandchildren; 10 Great-

Grandchildren

Contribution• Contributions center on his philosophy “that quality

requires commitment and action from top management, training in the management of quality, and quality improvements at a revolutionary rate”.• Wrote Quality Control Handbook in 1951, with his

detailed philosophy on 10 Steps to Quality Improvement. Three major points of management ideas are:Quality PlanningQuality ImprovementQuality Control

• Helped design the Malcom Baldridge National Quality Award

Contributions cont…

• Founded the Juran Institute in 1979 at the age of 75• Created the Pareto Principle aka the 80-20 Rule• Wrote “Managerial Breakthrough” in 1964, which

inspired the Six Sigma and lean manufacturing philosophies

Examples of Use in Our Businessi. Create an awareness of and commitment to improve

Keep an eye on the staff and correct them when they make a mistakeii. Establish goals for improvement, utilizing input from cross-

functional sourcesMake sure they know where to find the amount of sales are needed

for the day and how they are going to reach that goal.iii. Rally people in the organization around the common goal of

improving qualityAppoint team members on tasks depending on their strengths; put

your aces in their placesiv. Train associates by creating a learning organization focused on

qualityInvest in training associates the right way and answering all of their

questionsv. Continuously learn and improve as problems are solved and

projects are completedManager coaches you as she watches how you deal with customers;

teaches you new ways to greet and say good bye to a customer.

Examples of Use in Our Business cont.vi. Regularly communicate progress toward quality improvement

goalsInformation on progress provides confidence

vii. Recognize those who contribute to improving qualityTake a notepad and write what you appreciate that team member

for and explain why they are an important party of the team.viii. Communicate results as the process of managing quality

discovers informationTell team members by how much you missed the segment by; what

should have been upselled?ix. Measure progress toward the goals of improving quality

Every 30 minutes (or hour) give an update on how far we are from making the segment.

x. Integrate improvement into the systems of the organization

Check SheetRespondents Benchmark QTD

Availability of Assistance

Ability to recommend new items

Product Knowledge

Overall Appearance

Overall satisfaction

Likelihood to Recommend

Availability of Merchandise

Friendliness of Cashier

Speed & Efficiency of Transaction

Tried/Tested Product

Put Your Aces in Their Places

Knowing Goals

Continuously learning

Customer’s Feedback

Conclusion

• Valuable to our businessAllows us to see what needs to be met to ensure

customers are satisfiedShows the company how they can improve to

make the customers happy.“You always have a project to keep your mind

going”“Whatever you do make sure it improves society.

Don’t just do it for the sake of profit.”

Resources• http://www.skymark.com/resources/leaders/juran.asp• King, John H., and Ronald F. Cichy. Managing for Quality in the

Hospitality Industry. Upper Saddle River, NJ: Pearson Prentice Hall, 2006. Print.

• http://www.nytimes.com/2008/03/03/business/03juran.html?_r=0