5. IT229E – 513.07.13
Introduction
• Philip B. Crosby, 1926 - 2001
• Graduate of Western Reserve University
• Carrier
– Military service, quality control in manufacturing where he worked his
way from line inspector to quality director and corporate vice-president
of ITT
• His first book became a best seller and lead him to establish
– The consulting organization Philip Crosby Associates Incorporated
– Quality College in Florida
6. What is Quality?
Quality is “fitness for use”
(Joseph Juran)
Quality is “conformance to requirements”
(Philip B. Crosby)
Quality of a product or services is its ability to satisfy
the needs and expectations of the customer
7. CONTRIBUTIONS
• Crosby is known for his following
contribution:
• 1. Four absolute of quality
• 2. Fourteen steps to quality managementg
• 3. crosby’s quality vaccine
8. Philip Crosby’s Four Absolutes
Definition : Conformance to
requirements
System of quality is
prevention
Performance Standard :
Zero Defects
Measurement : Price of non-
conformance (PON)
What is Quality?
What system is needed
to cause quality?
What performance
standard should be used?
What measurement
system is required?
9. Crosby’s Successful Company
Characteristics of the Eternally Successful
Organisation
People do things right routinely
Growth is profitable and steady
Customer needs are anticipated
Change is planned and managed
People are proud to work there
10. Philip B. Crosby’s 14 Points
Make it clear that management is committed to
quality.
Form quality improvement teams with
representatives from each department.
Determine where current and potential quality
problems lie.
Evaluate the cost of quality and explain its use as a
management tool.
1)
2)
3)
4)
11. Raise the quality awareness and personal concern of
all employees.
Take actions to correct problems identified through
previous steps.
Establish a committee for the zero defects
programme.
Train supervisors to actively carry out their part of
the quality improvement programme.
5)
6)
7)
8)
Philip B. Crosby’s 14 Points
12. Hold a ‘zero defects day’ to let all employees realise
that there has been a change.
Encourage all individuals to establish improvement
goals for themselves and their groups.
Encourage employees to communicate to
management the obstacles they face in attaining their
improvement goals.
Recognise and appreciate those who participate.
9)
10)
11)
12)
Philip B. Crosby’s 14 Points
13. Establish quality councils to communicate on a
regular basis.
Do it all over again to emphasise that the quality
improvement programme never ends.
13)
14)
Philip B. Crosby’s 14 Points
14. IT229E – 1413.07.13
Methods
• Crosby’s “quality vaccine”
1. Integrity
2. Dedication to communication and customer satisfaction
3. Company-wide policies and operations which support the quality thrust
• Logothetis triangle:
Communication Operations
Integrity
15. Quality Vaccine Crosby sees problems as bacteria of non-conformance that must be
vaccinated with antibodies to prevent problems (Crosby, 1984). He has formulated a
quality vaccine that consists of three distinct management actions--determination,
education, and implementation. Top management is responsible for continually
administering the vaccine.
Section 1 - Integrity
Treat quality seriously throughout the whole business
organisation from top to bottom. That the companies
future will be judged on its performance on quality.
Section 2 - Systems
Appropriate measures and systems should be put in
place for quality costs, education, quality,
performance, review, improvement and customer
satisfaction.
16. Section 3 - Communication
The communication systems are of paramount
importance to communicate requirements and
specifications and improvement opportunities
around the organisation. Customers and operators
know what needs to be put in place to improve and
listening to them will give you the edge.
Section 4 - Operations
Work with and develop suppliers. Processes should
be capable and improvement culture should be the
norm.
Section 5 - Policies
Must be clear and consistent throughout the
business.
.. Western Reserve University : and has professional background in quality. Based on many years of practical experience, his first book…. Quality College …: Over 60 000 mangers have been trained at the college. Described as a man who “walks the talk”. He is described as “particularly well marketed and charismatic”, “has a look of a sunbelt senator rather than a man from quality department”, “delivering his message in almost religious fervor (iver)”
Crosby’s quality vaccine is an essential part of his process. It is based on three principal ingredients: Thrust – fremstøt. Logothetis suggests a triangle of interaction between these 3 ingredients. must be supported by Crosby’s belief of how the vaccine is administrated. (Next slide). Quality Vaccine Crosby sees problems as bacteria of non-conformance that must be vaccinated with antibodies to prevent problems (Crosby, 1984). He has formulated a quality vaccine that consists of three distinct management actions--determination, education, and implementation. Top management is responsible for continually administering the vaccine. Section 1 - Integrity Treat quality seriously throughout the whole business organisation from top to bottom. That the companies future will be judged on its performance on quality. Section 2 - Systems Appropriate measures and systems should be put in place for quality costs, education, quality, performance, review, improvement and customer satisfaction. Section 3 - Communication The communication systems are of paramount importance to communicate requirements and specifications and improvement opportunities around the organisation. Customers and operators know what needs to be put in place to improve and listening to them will give you the edge. Section 4 - Operations Work with and develop suppliers. Processes should be capable and improvement culture should be the norm. Section 5 - Policies Must be clear and consistent throughout the business.