INFLUENCE OF CROSBY’S VIEW ABOUT QUALITY IN U.S.

-By AMIT BANSAL

WHO IS CROSBY???

• Born on June 18, 1926 in west Virginia

• Philip Bayard Crosby was a legend in quality movement

• Was a businessman, quality professional, author, trainer, philosopher and management consultant

• In 1965,Crosby joined International Telephone and Telegraph (ITT), a U.S. based firm as the vice president of quality

• During the 14 years with ITT, he worked with many of the world’s largest industrial and service companies, implementing his pragmatic management philosophy

IN EARLY 1980’s…..BEFORE QUALITY MANAGEMENT IN U.S.

• What is quality?

• How can quality best be measured?

• What is the nature of customer expectation and what are the sources of these expectations?

• What can an organisation do to improve quality?

CROSBY’S INFLUENCE ON DIFFERENT SECTORS

ARMY ASTRONOMY

INDUSTRIES HEALTH SECTOR

QUALITY IN ARMY-PERSHING MISSILE PROGRAMME

• Crosby was the quality control manager in the programme

• Established the 4 principles of zero defect

Quality is conformance to requirement

Defect prevention is preferable to quality inspection and correction

Zero defect is the quality standard

Quality is measured in monetary terms

• Results in reduction of overall missile programme rejection by 25%

• 30% reduction in scrap cost

QUALITY IN NASA-GEMINI PROJECT

• Human Spaceflight programme of NASA launched in 1965

• Crosby offered zero defect principle to NASA

• NASA implemented this principle to their project

• End result was a programme that launched 10 manned mission and had a 100% success rate

• A feat unmatched in space travel before or since.

INDUSTRIAL SECTOR• 54% reduction in defects in hardware under government audit

• General electric reported a $2 million reduction in rework and scrap cost

• RCA reported 75% of its department achieve zero defect

• Sperry corporation reported a 54% defect reduction in one year

• While Zero Defects began in the aerospace and defence industry, thirty years later it was regenerated in the automotive world.

• Companies like rolls Royce adopted zero defect principle

HEALTH SECTOR• Between 44,000 and 98,000 Americans die each year from

preventable medical errors in hospitals alone before applying zero defect principle

• After implementing this concept now lesser people die due to medical errors in hospitals

• In 1980 average life expectancy was 73 yrs and now it is around 79 years

• As we can see that U.S. health sector is one of the best health sector in the world

CONCLUSION

Crosby’s views was adopted by many organisations including General Electric, U.S. army, NASA and many more and this really helped all those organisation to become best in their field. Today U.S. is not known only for their economy but also for their quality products.