Quality is Free — How to Make Quality Certain in an Uncertain Age

Author: Philip B. Crosby (USA)
Publisher:
Publish Date: 2005-03-01
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
"Philip Crosby, the apostle of American quality, is one of the greatest management thinkers of the 20th century. He sparked a quality revolution in the American business world 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, including General Motors, Milliken, and PPG, which have all won Crosby's own quality award—the Quality Excellence 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's hard to find poor-quality cars or other products, thanks to Crosby." — F. T. Tim Demler, Former CEO of ITT Corporation
This book provides a new perspective for the next generation of quality leaders and practitioners to examine other elements of Crosby's quality management philosophy framework from a fresh angle:
(1) "The 14 Principles of Quality Management" and their origins,
(2) "The 14 Common Myths About Quality" — some ideas that have still not been corrected after years;
(3) "The 14 Steps for Quality Improvement" (considered from the perspective of the 21st century);
(4) "The Customer Rating (CTR)" — a new method to measure the capabilities of employees and suppliers;
(5) "Robust Companies" — businesses that achieve success both in prosperous and recessionary periods;
(6) A revisit to his pioneering "Zero Defects" concept, which applies to any work process—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 & Associates (PCA) (a company where he put his theories into practice and accumulated new, universally applicable experiences).