Philip Crosby is an American who promoted the phrases “zero defects”
and “right first time”. “Zero defects”
doesn’t mean mistakes never happen, rather that there is no
allowable number of errors built into a product or process and
that you get it right first time.
Philip Crosby believes management should take prime responsibility
for quality, and workers only follow their managers’ example.
He defined the Four Absolutes of Quality Management.
The Four Absolutes of Quality Management
is conformance to requirements
prevention is preferable to quality inspection
defects is the quality performance standard
is measured in monetary terms – the price of non-conformance
Crosby's 14 Steps to Quality Improvement
is committed to quality – and this is clear to all
quality improvement teams – with (senior) representatives
from all departments.
processes to determine current and potential quality issues.
the cost of (poor) quality
quality awareness of all employees
action to correct quality issues
progress of quality improvement – establish a zero defects
supervisors in quality improvement
“zero defects” days
employees to create their own quality improvement goals
employee communication with management about obstacles to quality
it all over again – quality improvement does not end
Philip Crosby has broadened his approach to include wider improvement
ideals. He defined the:
Five characteristics of an“Eternally Successful Organisation”
routinely do things right first time
is anticipated and used to advantage
is consistent and profitable
products and services appear when needed
is happy to work there
Back to 'Management Gurus' index
By Lyndsay Swinton
Owner, Management for the Rest of Us
Citation Information: Swinton, Lyndsay. "Philip Crosby - Zero Defects & Right First Time." Mftrou.com. December 2004. < http://www.mftrou.com/philip-crosby.html >.