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The Handbook for Quality Management, Second Edition, 2nd Edition by Paul Keller, Thomas Pyzdek

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PART II
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Integrated Planning
Quality planning is the activity of developing the products and processes required to meet customers’ needs. It involves a number of universal steps (Juran and DeFeo, 2010):
1.  Define the customers.
2.  Determine the customer needs.
3.  Develop product and service features to meet customer needs.
4.  Develop processes to deliver the product and service features.
5.  Transfer the resulting plans to operational personnel.
As Juran intended and experience has shown, the term ...

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