Crosby

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Crosby
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CROSBYS 14 STEPS TO QUALITY IMPROVEMENT

• Clarify management commitment to quality for the
  long term.
• Form cross-departmental quality teams.
• Identify where current and potential problems
  exist.
• Assess the cost of quality and explain its use as
  a management tool.
• Increase employee awareness and personal
  commitment to quality.
• Take immediate action to correct problems
  identified.
• Establish a zero defects program.
• Train supervisors to carry out their
  responsibilities in the quality program.
• Hold a Zero Defects Day to ensure all employees
  are aware there is a new direction.
• Encourage individuals and teams to establish both
  personal and team improvement goals.
• Encourage employees to tell management about
  obstacles they face in trying to meet quality
  goals.
• Recognize employees who participate.
• Implement quality councils to promote continual
  communication.
• Repeat everything to illustrate that quality
  improvement is a never-ending process.

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Philip B CrosbyZero Defects

• Philosophy
• How to do things right
• Quality is free
• Four absolutes of quality
•  1) Definition Definition of quality being
  conformance to
• requirements
• 2) System The system of quality needs to be
  prevention or
• preventive
• 3) Measurement Price of non-conformance. The
  cost of quality
• needs to be measured in terms of failure.
• 4) Performance There is only one standard
  Zero Defects.
• Standard
• -