Chapter 8 Question #1

1. Chapter 8Question #1 Ahmad Atiq Brian Barkowski Eric Crump William Evens Ala’a Abu Tabanjha

2. Juran’s Top Management Commitment to Quality • Juran Trilogy • Quality improvement • Quality planning • Quality control • Manufacturer’s view vs. Customer’s view • Manufacturers focus on conformance to requirements • Customers focus on fitness of use

3. Ten Steps to Quality Improvement • Build awareness off the need an opportunity for improvement • Create and present quality control program to staff • Set goals for improvement • Make sure everyone is aware of what their goals are • Organize to reach the goals • Set milestones for staff members to accomplish goals • Provide training • Either internal or external training should be available for staff • Carry out projects to solve problems • Make sure that what the employees are working on is related to achieving quality control goals • Report progress • Standardized reporting results to compare throughout the years • Give recognition • Not necessarily monetarily, but doesn’t hurt of the budget allows • Communicate results • Share results with fellow staff members and create a friendly competition • Keep score • Permanent records • Maintain momentum by making annual improvement part of the regular systems and processes of the company • Staff will not continue to follow the plan if they don’t think they will be held accountable

4. Hiring Quality Standards • Must have leadership skills • Must be able to work independently (lesson plans) and in group settings (teaching) • Must be able to communicate effectively in written tasks as well as oral conversations • Must have previous project management work experience

5. Hiring Quality Standards Cont. • Understanding trade-offs between time, cost, quality and scope. • Ability to produce and review business cases. • Sound knowledge of project planning. • Good knowledge of risk and issue management. • Good knowledge of change management techniques. • Ability to establish quality management systems. • Ability to manage resources. • Sound knowledge of budgeting and cost control.

6. Hiring Quality Standards Cont. • Good knowledge of IT development methods. • Understanding of testing methods, processes and tools. • Knowledge of business analysis and process redesign. • Ability to develop Service Level Agreements.