Crosby simply defines quality as conformance. He’s known best for his advocacy of zero defects management and prevention as opposed to a statistically acceptable level of quality. He is also known for his Quality Vaccine and Crosby’s Fourteen Steps to Quality Improvement.
Crosby’s Quality Vaccine
Crosby’s Quality Vaccine consists of three ingredients:
Crosby’s Fourteen Steps to Quality Improvement
- Make it clear that management is committed to quality for the long term.
- Form cross-departmental quality teams.
- Identify where current and potential problems exist.
- Assess the cost of quality and explain how it is used as a management tool.
- Increase the quality awareness and personal commitment of all employees.
- Take immediate action to correct problems identified.
- Establish a zero defect program.
- Train supervisors to carry out their responsibilities in the quality program.
- Hold a Zero Defects Day to ensure all employees are aware there is a new direction.
- Encourage individuals and teams to establish both personal and team improvements.
- Encourage employees to tell management about obstacles they face in trying to meet quality goals.
- Recognize employees who participate.
- Implement quality controls to promote continual communication.
- Repeat everything to illustrate that quality improvement is a never-ending process.
About the Author
Samuel Brown, PMP, is a course developer and instructor for Global Knowledge with 25 years experience teaching. In addition, he has provided project management consulting services for a variety of clients including GE, Glaxo Smith-Klein, Bristol-Myers Squibb, Michelin Tire, and IBM.
This article was originally published in Global Knowledge’s Business Brief e-newsletter. Global Knowledge delivers comprehensive hands-on project management, business process, and professional skills training. Visit our online Knowledge Center at www.globalknowledge.com/business for free white papers, webinars, and more.
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