TQM - CROSBY CONTRIBUTION

7/28/2019 TQM - CROSBY CONTRIBUTION

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Dr.K.BaranidharanPresent by


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TotalQuality

Management

TQM213 Jul


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PHILIP CROSBY

s


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IT229E 513.07.2013

Introduction

Philip B. Crosby, 1926 - 2001

Graduate of Western Reserve University

Carrier

Military service, quality control in manufacturing where he worked hisway from line inspector to quality director and corporate vice-presidentof ITT

His first book became a best seller and lead him to establish

The consulting organization Philip Crosby Associates Incorporated

Quality College in Florida


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What is Quality?

Quality is fitness for use

(Joseph Juran)

Quality is conformance to requirements

(Philip B. Crosby)

Quality of a product or services is its ability to satisfythe needs and expectations of the customer


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CONTRIBUTIONS

Crosby is known for his following

contribution:

1. Four absolute of quality

2. Fourteen steps to quality managementg

3. crosbys quality vaccine


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Philip Crosbys Four Absolutes

Definition : Conformance to

requirements

System of quality isprevention

Performance Standard :

Zero Defects

Measurement : Price of non-

conformance (PON)

What is Quality?

What system is neededto cause quality?

What performance

standard should be used?

What measurement

system is required?


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Crosbys Successful Company

Characteristics of the Eternally Successful

Organisation

People do things right routinely

Growth is profitable and steady

Customer needs are anticipated

Change is planned and managed

People are proud to work there


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Philip B. Crosbys 14 Points

Make it clear that management is committed to

quality.

Form quality improvement teams with

representatives from each department.

Determine where current and potential quality

problems lie.

Evaluate the cost of quality and explain its use as a

management tool.

1)

2)

3)

4)


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Raise the quality awareness and personal concern of

all employees.

Take actions to correct problems identified through

previous steps.

Establish a committee for the zero defects

programme.

Train supervisors to actively carry out their part of

the quality improvement programme.

5)

6)

7)

8)



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Hold a zero defects day to let all employees realise

that there has been a change.

Encourage all individuals to establish improvement

goals for themselves and their groups.

Encourage employees to communicate to

management the obstacles they face in attaining their

improvement goals.

Recognise and appreciate those who participate.

9)

10)

11)

12)



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Establish quality councils to communicate on a

regular basis.Do it all over again to emphasise that the quality

improvement programme never ends.

13)

14)



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Methods

Crosbys quality vaccine1. Integrity

2. Dedication to communication and customer satisfaction

3. Company-wide policies and operations which support the quality thrust

Logothetis triangle:

Communication Operations

Integrity


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Quali ty VaccineCrosby sees problems as bacteria of non-conformance that must be

vaccinated with antibodies to prevent problems (Crosby, 1984). He has formulated a

quality vaccine that consists of three distinct management actions--determination,

education, and implementation. Top management is responsible for continually

administering the vaccine.

Section 1 - Integrity

Treat quality seriously throughout the whole business

organisation from top to bottom. That the companies

future will be judged on its performance on quality.

Section 2 - Systems

Appropriate measures and systems should be put in

place for quality costs, education, quality,performance, review, improvement and customer

satisfaction.


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Section 3 - Communication

The communication systems are of paramount

importance to communicate requirements and

specifications and improvement opportunitiesaround the organisation. Customers and operators

know what needs to be put in place to improve and

listening to them will give you the edge.

Section 4 - OperationsWork with and develop suppliers. Processes should

be capable and improvement culture should be the

norm.

Section 5 - Policies

Must be clear and consistent throughout the

business.


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TQM - CROSBY CONTRIBUTION

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