IMPORTANT: This assignment consists of TWO parts. Mark each part as “PART 1” and “PART 2”.
NO plagiarism, please upload a plagiarism report.
Book: Juran’s Quality Handbook: The Complete Guide to Performance Excellence
Author: Defeo, Joseph A
Edition: 7th 17
ISBN-13: 978-1-259-64361-3
ISBN-10: 1-259-64361-1
PART 1:
Your textbook (Juran, p. 104) says that “…organizations, rather universally have demonstrated a consistent failure to produce the goods and services that unerringly delight their customers.” He describes a “quality gap” between customer expectations and customer perception of delivery. Examples of gaps include design gaps, process gaps, and operation gaps.
What experience have you (or an acquaintance of yours) had with quality gaps? Respond with 150-250 words.
PART 2:
1. Discuss the similarities and differences between the Juran Universal Sequence for Breakthrough and the Six Sigma
DMAIC Improvement Model
2. Explain the Pareto Principle and illustrate an example in either business or personal life. (Choose peronal life).