Quality is Free: How to Determine Quality in an Uncertain Era

Author: Philip B. Crosby [USA]
Publisher:
Publish Date: 2005-01-01
Features: "A manager who spends half a day extracting from Crosby's books will find the time spent is a valuable investment." — Business Week Magazine, USA "Crosby, the apostle of American quality, is one of the greatest management thinkers of the 20th century. He triggered the quality revolution in American business and shared the eternal truth with them." — Time Magazine, USA "Among all the masters of quality, none can inspire people's passion for quality as much as Crosby. The list of Crosby's clients is like the directory of successful American companies, some of which, including General Motors, Milliken, and PPG, have won Crosby's own quality award—the Quality Myst Award." — Business Week Magazine, USA "Crosby's views are very clear: Do it right the first time. This has spread worldwide, and the world has become better because of it. Today, it is difficult to find poor-quality cars or other products, thanks to Crosby." This book provides a new perspective for the next generation of quality leaders and practitioners, allowing them to examine other elements of Crosby's quality management philosophy framework from a new angle: (1) "The 14 Principles of Quality Management" and their origin, (2) "The 5 False Assumptions About Quality" — some ideas that have not been corrected for years; (3) "The 14 Steps for Quality Improvement" (considered from the perspective of the 21st century); (4) "Work Business Perfection (CTR)" — a new method to measure the capabilities of employees and suppliers; (5) "Robust Companies" — businesses that achieve success both in prosperous times and in downturns; (6) A revisit to his pioneering "Zero Defects" concept, which applies to any work aspect—from answering the phone correctly to promptly fulfilling customer checks. Last (but not unimportantly), the author provides a detailed and vivid analysis of his great entrepreneurial practice—Philip Crosby Partnership (PCA) (where he put his theories into practice and gained new, universally applicable experiences).