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TQM - Crosby Contribution

Philip Crosby was an American quality management expert known for developing the concept of zero defects and the fourteen steps to quality management. Some of his key contributions include defining quality as conformance to requirements, establishing a system of prevention to achieve quality, and using a performance standard of zero defects. He also identified characteristics of successful companies as having processes that routinely produce quality results, steady and profitable growth, anticipating customer needs, and managing change in a planned way. Crosby developed a "quality vaccine" consisting of integrity, communication, and operations to establish a culture of quality throughout an organization.

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Dr.K.Baranidharan
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4K views17 pages

TQM - Crosby Contribution

Philip Crosby was an American quality management expert known for developing the concept of zero defects and the fourteen steps to quality management. Some of his key contributions include defining quality as conformance to requirements, establishing a system of prevention to achieve quality, and using a performance standard of zero defects. He also identified characteristics of successful companies as having processes that routinely produce quality results, steady and profitable growth, anticipating customer needs, and managing change in a planned way. Crosby developed a "quality vaccine" consisting of integrity, communication, and operations to establish a culture of quality throughout an organization.

Uploaded by

Dr.K.Baranidharan
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Dr.K.

Baranidharan
Present by

Total Quality Management

TQM
13 July 2

PHILIP CROSBY

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

13.07.2013

IT229E

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

CONTRIBUTIONS
Crosby is known for his following contribution: 1. Four absolute of quality 2. Fourteen steps to quality managementg 3. crosbys quality vaccine

Philip Crosbys Four Absolutes


What is Quality? What system is needed to cause quality? What performance standard should be used? Definition : Conformance to requirements System of quality is prevention Performance Standard : Zero Defects

What measurement system is required?

Measurement : Price of nonconformance (PON)

Crosbys 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

Philip B. Crosbys 14 Points

1) Make it clear that management is committed to


quality.

2) Form quality improvement teams with


representatives from each department.

3) Determine where current and potential quality


problems lie.

4) Evaluate the cost of quality and explain its use as a


management tool.

Philip B. Crosbys 14 Points


5) Raise the quality awareness and personal concern of
all employees.

6) Take actions to correct problems identified through


previous steps.

7) Establish a committee for the zero defects


programme.

8) Train supervisors to actively carry out their part of


the quality improvement programme.

Philip B. Crosbys 14 Points


9) Hold a zero defects day to let all employees realise
that there has been a change.

10) Encourage all individuals to establish improvement


goals for themselves and their groups.

11) Encourage employees to communicate to


management the obstacles they face in attaining their improvement goals.

12) Recognise and appreciate those who participate.

Philip B. Crosbys 14 Points

13) Establish quality councils to communicate on a


regular basis.

14) Do it all over again to emphasise that the quality


improvement programme never ends.

Methods
Crosbys quality vaccine
1. 2. 3. Integrity Dedication to communication and customer satisfaction Company-wide policies and operations which support the quality thrust

Logothetis triangle:
Integrity

Communication

Operations

13.07.2013

IT229E

14

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.

Dr.K.Baranidharan
THANK YOU

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