Philip B. Crosby

Philip B. Crosby was corporate vice president of IIT for 14 years. He was 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. He believed the quality professional must become more knowledgeable and communicative about the business. He also stated that the corporate management must take the cost of quality as a part of the financial system.

Four Absolutes of Quality:
The First Absolute: THE DEFINITION OF QUALITY IS CONFORMANCE TO REQUIREMENTS , NOT AS GOODNESS
The Second Absolute: THE SYSTEM FOR CAUSING QUALITY IS PREVENTIVE , NOT APPRAISAL.
The Third Absolute: THE PERFORMANCE STANDARD MUST BE ZERO DEFECT , NOT "THAT’S CLOSE ENOUGH"
The Fourth Absolute: THE MEASUREMENT OF QUALITY IS THE PRICE OF NONCONFORMANCE , NOT INDEXES.

The Fourteen Steps to Quality Improvement, according to Crosby were:

1. Make it clear that management is committed to quality.
2. Form Quality Improvement Teams with senior representatives from each department.
3. Measure processes to determine where current and potential quality problems lie.
4. Evaluate the cost of quality and explain its use as a management tool.
5. Raise the quality awareness and personal concern of all employees.
6. Take actions to correct problems identified through previous steps.
7. Establish progress monitoring for the improvement process.
8. Train supervisors to actively carry out their part of the quality improvement programme.
9. Hold a Zero Defects Day to reaffirm management commitment.
10. Encourage individuals to establish improvement goals for themselves and for their group.
11. Encourage employees to tell management about obstacles to improving quality.
12. Recognise and appreciate those who participate.
13. Establish Quality Councils to communicate on a regular basis.
14. Do it all over again to emphasise that the quality improvement process never ends.

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.
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.