Died: August 18, 2001
Is Best Known For:
The founder and chairman of the board of Career IV, an executive management consulting firm. Crosby also founded Philip Crosby Associates Inc. and the Quality College. He has authored many books, including Quality is free, Quality without tears, Let’s talk Quality and Leading: The art of becoming an executive. Crosby originated the concept of zero defects.
Four Absolutes of Quality
Crosby’s response to the quality crisis was the principle of “doing it right the first time” (DIRFT). He also included four major principles:
The Crosby Vaccine
In the Crosby style, the “Vaccine” is explained as medicine for management to prevent poor quality. It is in five sections that cover the requirements of Total Quality Management.
The Fourteen Steps to Quality Improvement
Make it clear that management is committed to quality.
Quality Improvement Teams
Form Quality Improvement Teams with senior representatives from each department.
Measure processes to determine where current and potential quality problems lie.
Cost of Quality
Evaluate the cost of quality and explain its use as a management tool.
Raise the quality awareness and personal concern of all employees.
Take actions to correct problems identified through previous steps.
Establish progress monitoring for the improvement process.
Train supervisors to actively carry out their part of the quality improvement program.
Zero Defects Day
Hold a Zero Defects Day to reaffirm management commitment.
Establish Improvement Goals
Encourage individuals to establish improvement goals for themselves and their group.
Encourage employees to tell management about obstacles to improving quality.
Recognize and appreciate those who participate.
Establish Quality Councils to communicate on a regular basis.
Repeat the Cycle
Do it all over again to emphasize that the quality improvement process never ends.