Quality has no tears

Author: Philip B. Crosby
Publisher:
Publish Date: 2002-05-01
Features: In the 1980s, we once shouted a slogan: "Quality is life." Many years have passed, and our understanding of quality has indeed improved significantly. We desire high-quality products and a high-quality life, especially for CEOs and production supervisors, who are relentlessly pursuing improvements in production and management quality. However, things often happen this way: when we everywhere shout "Quality! Quality!!" at the top of our lungs, it is precisely when we feel the lack of quality and that quality is unsatisfactory. Only when we completely forget about "quality issues" can we enter a "quality era," because by then, we have truly internalized a quality consciousness into our very being. That is why today, when those CEOs and supervisors painstakingly attempt to improve quality, they inevitably encounter various kinds of troubles. As a result, to achieve the desired goals, they must invest no less human, material, and energy than the goals themselves. Thus, achieving true high efficiency and high quality becomes a mirage that is within sight but out of reach. This book explores and argues the methods to achieve the "troubleshooting-free art of quality management."
Philip B. Crosby, with such illustrious titles as "America's most famous quality management expert" and "a pioneer of the global quality movement," is highly regarded. However, what we value more is the evaluation given to him by an American magazine—"changed the way Americans do things." Drawing from countless cases encountered over 28 years of his career in quality management and education, the author clearly, practically, and logically reveals the fundamental essence of the concept of "quality improvement," including: What is quality? What is a quality system? What are performance standards? How to measure quality standards? The basic elements of achieving quality improvement for managers: determination, educational methods, and implementation steps. The author's methods have helped hundreds of companies, both large and small, including ITT, Motorola, HP, and Xerox, to achieve quality improvement and eliminate troubles. The "Crosby College," named after him, also has employees active across five continents.