Philip Crosby Zero Defects and Right First Time
Philip Crosby is an American who promoted the phrases zero defects and right first time. Zero defects doesnt mean mistakes never happen, rather that there is no allowable number of errors built into a product or process and that you get it right first time.
Philip Crosby believes management should take prime responsibility for quality, and workers only follow their managers example. He defined the Four Absolutes of Quality Management.
The Four Absolutes of Quality Management
Quality is conformance to requirements
Quality prevention is preferable to quality inspection
Zero defects is the quality performance standard
Quality is measured in monetary terms the price of non-conformance
Crosby's 14 Steps to Quality Improvement
Management is committed to quality and this is clear to all
Create quality improvement teams with (senior) representatives from all departments.
Measure processes to determine current and potential quality issues.
Calculate the cost of (poor) quality
Raise quality awareness of all employees
Take action to correct quality issues
Monitor progress of quality improvement establish a zero defects committee.
Train supervisors in quality improvement
Hold zero defects days
Encourage employees to create their own quality improvement goals
Encourage employee communication with management about obstacles to quality
Recognise participants effort
Create quality councils
Do it all over again quality improvement does not end
Philip Crosby has broadened his approach to include wider improvement ideals. He defined the:
Five characteristics of anEternally Successful Organisation