Quality has no tears: The art of management that eliminates troubles

Author: (USA) Philip B. Crosby
Publisher:
Publish Date: 2005-02-01
Features: The author shares his experience as a quality management consultant, helping hundreds of companies of various sizes achieve their quality goals and eliminate troubles. From dissecting companies plagued by quality issues to discussing why most company improvements fail, the book covers all the essential elements needed to cultivate and manage quality vaccines. Quality can be achieved through meticulous management activities, as management itself is often the root cause of various troubles. Counterproductive incentives are often unconsciously used by short-sighted managers who want to do things better. The book precisely describes what must be involved in achieving quality improvement in a clear, practical, and logical way: Determination—How must management act to show they are serious about quality? How can the necessary credibility be won? Education—Who needs to understand, what needs to be understood, and how to learn? What is quality? What is a quality system? What are work standards? What are measures? Execution—How to implement quality improvement activities? What are the necessary steps to establish quality communication? How to take the necessary actions to make quality a part of daily work? The book reveals practical methods to end this struggle. It provides a solid foundation of concepts and methods for those genuinely committed to ensuring quality and eliminating the troubles in the process.