Quality great Joseph M. Juran clarified his concepts around quality by separating it into 3 distinct efforts:

  1. Quality Planning: Engaging in upfront planning to produce the products and services that customers want
  2. Quality Control: Evaluating how well the products and services meet customer expectations and measuring the gaps between performance and goals
  3. Quality Improvement: Identifying the projects that will bridge any quality gaps and then training process improvement teams to tackle the projects

Elisabeth Swan

Elisabeth is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.