Contributions of Crosby
Philip Crosby is best known for
Quality is Free,
Zero Defects and
Four Absolutes of Quality
Crosby four absolutes are;
Crosby’s
response to the quality crisis was the principle of “doing
it right the first time” (DIRFT).
He also
included four major principles:
The First Absolute:
The
definition of quality is conformance to requirements (not as
goodness)
The Second Absolute:
The
system of quality is prevention (not appraisal)
The Third Absolute:
The
performance standard is zero defects (not “that’s close enough”).
The Fourth Absolute:
The
measurement of quality is the price of nonconformance (not
indexes)
Crosby Fourteen Steps to Quality Improvement:
1. Management Commitment - Make it clear that management is committed to quality.
2. Quality Improvement Teams - Form Quality Improvement Teams with senior representatives from each department.
3. Measure Processes - Measure processes to determine where current and potential quality problems lie.
4. Cost of Quality - Evaluate the cost of quality and explain its use as a management tool.
5. Quality Awareness - Raise the quality awareness and personal concern of all employees.
6. Correct Problems - Take actions to correct problems identified through previous steps.
7. Monitor Progress - Establish progress monitoring for the improvement process.
8. Train Supervisors - Train supervisors to actively carry out their part of the quality improvement program.
9. Zero Defects Day - Hold a Zero Defects Day to reaffirm management commitment.
10. Establish Improvement Goals - Encourage individuals to establish improvement goals for themselves and their group.
11. Remove Fear - Encourage employees to tell management about obstacles to improving quality.
12. Recognize - Recognize and appreciate those who participate.
13. Quality Councils - Establish Quality Councils to communicate on a regular basis.
14. Repeat the Cycle - Do it all over again to emphasize that the quality improvement process never ends.
4. Cost of Quality - Evaluate the cost of quality and explain its use as a management tool.
5. Quality Awareness - Raise the quality awareness and personal concern of all employees.
6. Correct Problems - Take actions to correct problems identified through previous steps.
7. Monitor Progress - Establish progress monitoring for the improvement process.
8. Train Supervisors - Train supervisors to actively carry out their part of the quality improvement program.
9. Zero Defects Day - Hold a Zero Defects Day to reaffirm management commitment.
10. Establish Improvement Goals - Encourage individuals to establish improvement goals for themselves and their group.
11. Remove Fear - Encourage employees to tell management about obstacles to improving quality.
12. Recognize - Recognize and appreciate those who participate.
13. Quality Councils - Establish Quality Councils to communicate on a regular basis.
14. Repeat the Cycle - Do it all over again to emphasize that the quality improvement process never ends.