Joseph  M. Juran was pioneer 

Agency development coach Frank Herberg passed along  Mr. Juran’s obit from the March 8 weekend edition of the Wall Street Journal.  

Juran and W. Edwards Deming were pre-eminent  American quality control proponents who were welcomed in post-war Japan to help industry in that nation improve its products. In fact, their theories and approaches were better received in Japan than in the U.S. at the time. 

His theory of quality control management focused on what became known as The Juran Trilogy:  planning, control and improvement.  The whole idea was to for management to foster a culture of continuous quality improvement. 

As the Wall Street article pointed out, Juran liked the slogan, “There is always a better way; it should be found.”  Having discovered through his research over time that a small number of problems produce most quality complaints, he urged managers to concentrate on the “vital few” rather than the “trivial many.”  

Juran is credited with being the first to incorporate the human aspect of quality management with statistical production line analysis and creating what we now call Total Quality Management.  In 1951, he authored The Quality Control Handbook, still in publication. 

Coach Herberg is a total quality control instructor with the Juran, Demings approaches applied to service organizations, and insurance, in particular.  A great agency management and customer service course!