Page 76 - The Handbook for Quality Management a Complete Guide to Operational Excellence

PART II

Integrated Planning

chAPTeR 5
Strategic Planning
chAPTeR 6
uality planning is the activity of developing the Understanding Customer
products and processes required to meet custom- Expectations and Needs
Qers’ needs. It involves a number of universal steps chAPTeR 7
(Juran and DeFeo, 2010): Benchmarking
chAPTeR 8
1. Define the customers.
Organizational
2. Determine the customer needs. Assessment
3. Develop product and service features to meet
customer needs.
4. Develop processes to deliver the product and service features.
5. Transfer the resulting plans to operational personnel.
As Juran intended and experience has shown, the term universal implies the
activities are applied across any organization at various levels. The discussions
in the following chapters are directed primarily at business-level planning to
achieve profitability and organizational success through customer focus. The
concepts will be similarly applied at the process and product levels in Part IV
to develop and improve customer-focused products and services.

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