CROSBY’S PHILOSOPHY

What is quality?• Conformance to requirements (Every service or product has a requirement: a description of

what a customer wants. When a product meets that requirement, it has achieved quality.)

• Neither intangible nor immeasurable (can be quantified and put back to work to improve the bottom line)

• Emphasis is on prevention, not inspection and cure (The goal is to meet requirements on time, first time and every time.)

Approach to quality• good, bad, high and low quality are meaningless concepts, and the

meaning of quality is conformance to requirements

• non-conforming products are ones that management has failed to specify or control

• Cost (expense) of non-conformance equals the cost of not doing it right first time, and not rooting out any defects in processes

Principles of Zero Defects and DIRFT• Doing things right the first time is always cheaper than trying to fix

defects after they have been created.

QUALITY IS FREE

4 ABSOLUTES OF QUALITY

The definition of quality is conformance to requirements• Poor quality is not an outcome of a failure, instead what deviates

from set standards.

The system of quality is prevention• “Defect or non-conformance cannot be eliminated” – Crosby• Identify the opportunities of error before they occur.• There should be constant reduction of defects.

The performance standard is zero defects• companies should not begin with allowances or sub-standard targets

with mistakes as an in-built expectation

• work should be seen as a series of activities or processes, defined by clear requirements, carried out to produce identified outcomes

The measurement of quality is the price of non-conformance• “Metric to quality is not the number of defects but the price to non-

conformance is the best way to measure quality.” - Crosby

Cost of non-conformance• Mistakes• Scrap • Rework • Equipment downtime• Customer complaints• Warranty claims• Customer return analysis

ACTIVITY/QUIZ (20 minutes ONLY!)• Answer the double puzzle.