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).
Benefiting through Quality Management
Customer Satisfaction through Continual Improvement
Added Value delivery to Customer