crosby and the quality treatment

7/28/2019 Crosby and the Quality Treatment

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Crosby and the Quality Treatment


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Philip B. Crosby is another of the American

quality guru who introduced new techniques of

quality management.Crosby sees a troubled company as a patient in

need of a quality medicine.

Customer dissatisfaction with the end-product orservice may be the final and most obvious

symptom of a diseased company, there can be

other symptoms too.The major part of the medicine should be

integrity: an honest and ongoing effort by the

top management towards quality achievement.


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According to Crosby administration of qualitysystem requires three management actions:

1. Determination: consistent focus towards thegoal & awareness that the management needsto take the lead in the new economic age.

2. Education: for the managers at every level sothat they can cope up with the changingenvironment & can become leaders.

3. Implementation: providing guidance on the

never ending road to quality improvement byinvolving everybody. And creating aproblem-free & motivating working

environment.


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Crosbys absolutes for quality management

1. The definition of quality is conformance to

requirements, not goodness: a product is aquality product only when it conforms to thecustomers requirements; these requirementsshould be made known to the workforce.

Management has the following three tasks toperform:

a) Establish the requirements to be met &

communicate them to the employeesb) Provide the appropriate tools & techniques & thenecessary training to them.

c) Provide continuous support and encouragement.


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2. The system of quality is prevention: the

secret of success is to study the process &perform some sort of risk analysis; that is

identify opportunities for error. Something can

be done so that error can be avoided.

3. The performance standard is zero defects: it

is important that a feeling of determination

exists throughout the company to do things

right first time, on time, every time.


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4. Quality is measured by the Price of

Nonconformance: quality has to be measured

in financial terms so that cost consequences

involved in doing things wrong can be

calculated, measured & preventive actions to

be undertaken.


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Fourteen Steps to Quality Improvement

1. Management commitment: the only way to

convince the work force that management is notonly serious about quality but also prepared tobe involved in the process of improvement.

2. The Quality improvement teams: team needsto be set up to guide the process of qualityimprovement. composed of members of eachdepartment those will assist in the changing

system to achieve quality.3. Quality measurement: to monitor the status

and improvement of activities, process work

input & output.


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4. Cost of quality: evaluation of how much poor quality

is costing the company in accurate figures. And

steps/ regular management process has to be takento achieve the quality improvement process.

5. Quality awareness: by communicating the cost of

quality, encouraging discussions, proper

communication system is required with in the

organization to create quality awareness. Crosby is

not against slogans or posters about zero defects.

6. Corrective action: the main purpose of correctiveaction should be to prevent errors or

eliminate/identify problems and correcting them.


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7. Zero defect Planning: proper planning is

required for the concept of ZD to become

properly embedded in the company culture. Itwill have to start with ZD commitment on the

part of top management.

8. Employee education: an investment in quality

education can result in quality improvement. this

requires:

a) Comprehension: understanding or knowledge of

what is required/necessary.

b) Commitment: from top management towards

quality achievement.


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c) Capability: with methodology & scientific

process implementation of the improvement

process.

d) Communication: Complete cooperation

throughout the production process, including

suppliers & customers.

e) Correction: Elimination of all causes of

problems & prevention of new ones..

f) Continuous: never ending effort forimprovement.


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9. Zero Defects Day: to establish zero defects

as the organizational standard. Crosby

recommends that a ZD day is planned to rewardserious efforts. This will then act as a reminder

of the importance of quality.

10. Goal setting: is the immediate process asteams, specific and measurable. There is no

point in measuring something unless there is a

defined target to be met. When it comes to

quality, the ultimate goal is that of zero defect.


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11. Removing the causes of defects: the

permanent removal of the causes of error

requires a team effort. Channel ofcommunication, which will help in identifying

the common source of error & their permanent

elimination, but also the prevention of the same

problems arising in the future.

12. Recognition: for achievement is necessary & it

helps in the improvement process in the right

direction.


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13. Quality councils: of quality professionals and

management for information and ideas. They

will define the mission, vision, values &policies necessary for managing the

improvement process.

14. Do it over again: repetition makes theprogram permanent. The process of learning,

participating, experimenting with new

methods & improving should never end.

Quality improvement has to become the

culture of the company, & this is possible only

if effort is continuous.


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Quality is free, but it is not a gift. It is hard

work.

Managers can use Crosbys 14-Step of QualityImprovement Program to help their people,

prevent and eliminate defects.

crosby and the quality treatment

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