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Dr.K.BaranidharanPresent by
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TotalQuality
Management
TQM213 Jul
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PHILIP CROSBY
s
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IT229E 513.07.2013
Introduction
Philip B. Crosby, 1926 - 2001
Graduate of Western Reserve University
Carrier
Military service, quality control in manufacturing where he worked hisway from line inspector to quality director and corporate vice-presidentof ITT
His first book became a best seller and lead him to establish
The consulting organization Philip Crosby Associates Incorporated
Quality College in Florida
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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 satisfythe needs and expectations of the customer
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CONTRIBUTIONS
Crosby is known for his following
contribution:
1. Four absolute of quality
2. Fourteen steps to quality managementg
3. crosbys quality vaccine
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Philip Crosbys Four Absolutes
Definition : Conformance to
requirements
System of quality isprevention
Performance Standard :
Zero Defects
Measurement : Price of non-
conformance (PON)
What is Quality?
What system is neededto cause quality?
What performance
standard should be used?
What measurement
system is required?
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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
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Philip B. Crosbys 14 Points
Make it clear that management is committed to
quality.
Form quality improvement teams with
representatives from each department.
Determine where current and potential quality
problems lie.
Evaluate the cost of quality and explain its use as a
management tool.
1)
2)
3)
4)
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Raise the quality awareness and personal concern of
all employees.
Take actions to correct problems identified through
previous steps.
Establish a committee for the zero defects
programme.
Train supervisors to actively carry out their part of
the quality improvement programme.
5)
6)
7)
8)
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Hold a zero defects day to let all employees realise
that there has been a change.
Encourage all individuals to establish improvement
goals for themselves and their groups.
Encourage employees to communicate to
management the obstacles they face in attaining their
improvement goals.
Recognise and appreciate those who participate.
9)
10)
11)
12)
Philip B. Crosbys 14 Points
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Establish quality councils to communicate on a
regular basis.Do it all over again to emphasise that the quality
improvement programme never ends.
13)
14)
Philip B. Crosbys 14 Points
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Methods
Crosbys quality vaccine1. Integrity
2. Dedication to communication and customer satisfaction
3. Company-wide policies and operations which support the quality thrust
Logothetis triangle:
Communication Operations
Integrity
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Quali ty VaccineCrosby 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.
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Section 3 - Communication
The communication systems are of paramount
importance to communicate requirements and
specifications and improvement opportunitiesaround 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 - OperationsWork 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.
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