Q. Who IS the customer ? Sol. Joseph M.

Juran made a quality triolagy which included:

Quality Planning
Identify who are the customers. Determine the needs of those customers. Translate those needs into our language. Develop a product that can respond to those needs. Optimise the product features so as to meet our needs and customer needs.

Quality Improvement
Develop a process which is able to produce the product. Optimise the process.

Quality Control
Prove that the process can produce the product under operating conditions with minimal inspection. Transfer the process to Operations.