Which statement aligns with Juran's view of quality?

• A. The Pareto principle is not relevant to quality
• B. The organisational focus should be on systems improvements rather than worker motivation
• C. Quality issues are solely the workers' responsibility
• D. Customer focus is unnecessary

Answer: (B)

Quality, in Juran's view, comes from how an organization designs and manages its processes. He argued that quality should be planned, controlled, and improved through management actions—creating systems that consistently meet customer needs. Because most quality problems arise from the way work is designed and managed, the organization should prioritise systemic improvements rather than trying to motivate workers or blaming individuals. This aligns with focusing on developing better processes, standards, and feedback loops. Customer focus and tools like Pareto analysis can support the effort, but quality is built into the system, not left to workers' attitudes.