1. Chapter 8 Question #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 1. Build awareness off the need an opportunity for improvement ◦ Create and present quality control program to staff 2. Set goals for improvement ◦ Make sure everyone is aware of what their goals are 3. Organize to reach the goals ◦ Set milestones for staff members to accomplish goals 4. Provide training ◦ Either internal or external training should be available for staff 5. Carry out projects to solve problems ◦ Make sure that what the employees are working on is related to achieving quality control goals 6. Report progress ◦ Standardized reporting results to compare throughout the years 7. Give recognition ◦ Not necessarily monetarily, but doesn’t hurt of the budget allows 8. Communicate results ◦ Share results with fellow staff members and create a friendly competition 9. Keep score ◦ Permanent records 10. 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.