Table Of ContentJURAN’S
QUALITY
HANDBOOK
JURAN’S
QUALITY
HANDBOOK
Joseph M. Juran
Co-Editor-in-Chief
A. Blanton Godfrey
Co-Editor-in-Chief
Robert E. Hoogstoel
Associate Editor
Edward G. Schilling
Associate Editor
Fifth Edition
McGraw-Hill
New York San Francisco Washington, D.C. Auckland Bogotá
Caracas Lisbon London Madrid Mexico City Milan
Montreal New Delhi San Juan Singapore
Sydney Tokyo Toronto
Library of Congress Cataloging-in-Publication Data
Juran’s quality handbook / Joseph M. Juran,co-editor-in-chief,
A. Blanton Godfrey,co-editor-in-chief. — 5th ed.
p. cm.
Previous eds. published under title:Juran’s quality control handbook.
Includes indexes.
ISBN 0-07-034003-X
1. Quality control—Handbooks,manuals,etc. I. Juran,J. M.
(Joseph M.),date. II. Godfrey,A. Blanton. III. Title:
Quality handbook. IV. Title:Quality control handbook.
TS156.Q3618 1998
658.5'62—dc21 98-43311
CIP
McGraw-Hill
Copyright ©1999,1988,1974,1962,1951 by The McGraw-Hill Companies,Inc. All rights
reserved. Printed in the United States of America. Except as permitted under the United States
Copyright Act of 1976,no part of this publication may be reproduced or distributed in any form or
by any means,or stored in a data base or retrieval system,without the prior written permission of
the publisher.
Copyright renewed in 1979 by Joseph M. Juran.
1 2 3 4 5 6 7 8 9 0 DOC/DOC 9 0 3 2 1 0 9 8
ISBN 0-07-034003-X
The sponsoring editor of this book was Linda Ludewig. The editing supervisor was David E. Fogarty,
and the production supervisor was Sherri Souffrance. This book was set in the HB1 design in Times
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priate professional should be sought.
CONTENTS
Contributors ix
Preface to the Fifth Edition xiii
1. How to Use the Handbook J. M. Juran 1.1
2. How to Think about Quality J. M. Juran 2.1
3. The Quality Planning Process John F. Early and O. John Coletti 3.1
4. The Quality Control Process J. M. Juran and A. Blanton Godfrey 4.1
5. The Quality Improvement Process J. M. Juran 5.1
6. Process Management James F. Riley, Jr. 6.1
7. Quality and Income J. M. Juran 7.1
8. Quality and Costs Frank M. Gryna 8.1
9. Measurement, Information, and Decision-Making Thomas C. Redman 9.1
10. Computer Applications to Quality Systems Fredric I. Orkin and
Daniel P. Olivier 10.1
11. The ISO 9000 Family of International Standards Donald W. Marquardt 11.1
12. Benchmarking Robert C. Camp and Irving J. DeToro 12.1
13. Strategic Deployment Joseph A. DeFeo 13.1
14. Total Quality Management A. Blanton Godfrey 14.1
15. Human Resources and Quality W. R. Garwood and Gary L. Hallen 15.1
16. Training for Quality Gabriel A. Pall and Peter J. Robustelli 16.1
v
vi CONTENTS
17. Project Management and Product Development Gerard T. Paul 17.1
18. Market Research and Marketing Frank M. Gryna 18.1
19. Quality in Research and Development Al C. Endres 19.1
20. Software Development Lawrence Bernstein and C. M. Yuhas 20.1
21. Supplier Relations John A. Donovan and Frank P. Maresca 21.1
22. Operations Frank M. Gryna 22.1
23. Inspection and Test E. F. “Bud” Gookins 23.1
24. Job Shop Industries Leonard A. Seder 24.1
25. Customer Service Edward Fuchs 25.1
26. Administrative and Support Operations James A. F. Stoner,
Charles B. Wankel, and Frank M. Werner 26.1
27. Process Industries Donald W. Marquardt 27.1
28. Quality in a High Tech Industry M. K. Detrano 28.1
29. Automotive Industry Yoshio Ishizaka 29.1
30. Travel and Hospitality Industries Patrick Mene 30.1
31. Government Services Al Gore 31.1
32. Health Care Services Donald M. Berwick and Maureen Bisognano 32.1
33. Financial Services Industries Charles A. Aubrey II and Robert E. Hoogstoel 33.1
34. Second-Generation Data Quality Systems Thomas C. Redman 34.1
35. Quality and Society J. M. Juran 35.1
36. Quality and the National Culture J. M. Juran 36.1
37. Quality in Developing Countries Lennart Sandholm 37.1
38. Quality in Western Europe Tito Conti 38.1
CONTENTS vii
39. Quality in Central and Eastern Europe Robert E. Hoogstoel 39.1
40. Quality in the United States J. M. Juran 40.1
41. Quality in Japan Yoshio Kondo and Noriaki Kano 41.1
42. Quality in the People’s Republic of China Yuanzhang Liu 42.1
43. Quality in Latin America Marcos E. J. Bertin 43.1
44. Basic Statistical Methods Edward J. Dudewicz 44.1
45. Statistical Process Control Harrison M. Wadsworth 45.1
46. Acceptance Sampling Edward G. Schilling 46.1
47. Design and Analysis of Experiments J. Stuart Hunter 47.1
48. Reliability Concepts and Data Analysis William Q. Meeker, Luis A. Escobar,
Necip Doganaksoy, and Gerald J. Hahn 48.1
Appendix I. Glossary of Symbols and Abbreviations AI.1
Appendix II. Tables and Charts AII.1
Appendix III. Selected Quality Standards, Specifications,
and Related Documents AIII.1
Appendix IV. Quality Systems Terminology AIV.1
Appendix V. Quality Improvement Tools AV.1
Name Index and Subject Index follow Appendix V
CONTRIBUTORS
Charles A. Aubrey II Vice President,American Express, New York, NY (SECTION 33, FINANCIAL SERVICES
INDUSTRIES)
Lawrence Bernstein Vice President,Operations Systems,AT&T Network Systems (retired); Have Laptop-
Will Travel,Short Hills,NJ(SECTION20,SOFTWAREDEVELOPMENT)
Marcos E. J. Bertin Chairman of the Board,Firmenich S. A.,Buenos Aires,Argentina(SECTION43,QUALITY
INLATINAMERICA)
Donald M. Berwick, M.D. President and Chief Executive Officer, Institute for Healthcare Improvement,
Boston,MA(SECTION32,HEALTHCARESERVICES)
Maureen Bisognano Executive Vice President and Chief Operating Officer, Institute for Healthcare
Improvement,Boston,MA (SECTION32,HEALTHCARESERVICES)
Robert C. Camp, Ph.D., PE Best Practice Institute™,Rochester,NY(SECTION12,BENCHMARKING)
O. John Coletti Manager,Special Vehicle Engineering,Ford Motor Company,Danou Technical Center,Allen
Park,MI(SECTION3,THEQUALITYPLANNINGPROCESS)
Dr. Tito Conti President,OAM s.r.l.,Ivrea,Italy(SECTION38,QUALITYINWESTERNEUROPE)
Joseph A. DeFeo Executive Vice President and Chief Operating Officer,Juran Institute,Inc.,Wilton,CT
(SECTION13,STRATEGICDEPLOYMENT)
Irving J. DeToro The Quality Network,Palm Harbor,FL(SECTION12,BENCHMARKING)
Ms. M. K. Detrano Quality Director,Network Systems Product Realization,Lucent Technologies (retired);
Detrano Consulting,Somerville,NJ(SECTION28,QUALITYINAHIGHTECHINDUSTRY)
Dr. Necip Doganaksoy Research and Development,General Electric Corporate,Schenectady,NY(SECTION
48,RELIABILITYCONCEPTSANDDATAANALYSIS)
John A. Donovan Director PARIS Associates,Fairfax,VA(SECTION21,SUPPLIERRELATIONS)
Dr. Edward J. Dudewicz Professor and Consultant, Department of Mathematics, Syracuse University,
Syracuse,NY(SECTION44,BASICSTATISTICALMETHODS)
John F. Early Vice President,Planning and Strategic Support,Empire Blue Cross and Blue Shield,New York,
NY(SECTION3,THEQUALITYPLANNINGPROCESS)
Dr. Al C. Endres Director,Center for Quality,and Chair,Dept. of Management,University of Tampa,Tampa,
FL(SECTION19,QUALITYINRESEARCHANDDEVELOPMENT)
Professor Luis A. Escobar Dept. of Experimental Statistics,Louisiana State University,Baton Rouge,LA
(SECTION48,RELIABILITYCONCEPTSANDDATAANALYSIS)
Edward Fuchs Chapel Hill,NC(SECTION25,CUSTOMERSERVICE)
William R. Garwood President,Eastman Chemical Co.,Europe,Middle East,and Africa Region (retired),
Hilton Head,SC(SECTION15,HUMANRESOURCESANDQUALITY)
Dr. A. Blanton Godfrey Chairman and Chief Executive Officer,Juran Institute,Inc.,Wilton,CT(CO-EDITOR-
IN-CHIEF;SECTION4,THEQUALITYCONTROLPROCESS;SECTION14,TOTALQUALITYMANAGEMENT)
E. F. “Bud” Gookins Managing Partner,Strategic Quality Consulting,Elyria,OH(SECTION23,INSPECTION
ANDTEST)
Vice President Al Gore Washington,DC(SECTION31,GOVERNMENTSERVICES)
ix
