Quality Management in Business

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Quality Management in Business 2016-11-10T15:00:25+00:00

His concept includes:

“Do It Right the First Time” Crosby focuses on doing things right the first time & every time. Also, he stated that there is no reason for planning & strategizing the ideas of ‘Corrective’ nature, while he believed that the way to improve quality is ‘prevention’.

“Zero Defects & Zero Defect Day” for Crosby, Zero Defect was not a motivational slogan but an attitude and commitment to prevention. He stressed that every individual in the organization is committed to meet the requirement the first time, every time & that not meeting the requirement is not acceptable.

“Four Absolutes of Quality” (Crosby, 1979)

  • Quality is conformance to the requirement.
  • The system of quality is prevention
  • The performance standard is ‘zero defects’
  • The measurement of quality is the price of non-conformance

“Prevention Process” This approach addresses prevention rather than inspection & correction Prevention involves thinking, planning & analyzing processes to anticipate the errors & taking action to avoid them.

“Quality Vaccine” Crosby refers to problems as “bacteria of non-conformance” & must be “vaccinated” with “Antibodies (Cosby, 1984).His idea of Quality Vaccine includes – determination, education & implementation.

Six C’s” includes Comprehension, Commitment, Competence, Communication, and Correction & Continuance.

Similarities in Three Approaches:

In nutshell, the approaches of the three gurus of Quality Management revolve around few basic ideas. They were:

  • Top management support and commitment are essential.
  • Education and training must be continuous
  • Measurement is critical.
  • Improvements are not viewed in terms of final products
  • Most problems associated with quality can be attributed to management policy or action
  • Implementation is applicable to any organization.
  • Post-production inspection needs to be minimized.
  • Effective communication and teamwork at all levels are essential.
  • Managers need to provide workers with the means to do a good job.
  • Suppliers must be involved in the quality effort.
  • The pursuit of quality must be a continuous effort.

 Differences in Approaches:

There are number of differences between the three approaches aptly shown by Gerald Saurez in below figure (Saurez, 1992).

fig-saurez

Part II

Benefiting through Quality Management

Customer Satisfaction through Continual Improvement

Added Value delivery to Customer