PHILIP BAYARD CROSBY

BIOGRAPHYBorn: June 18, 1926 in Wheeling ,West Virginia

Died: August 2001

PARENTS: Mary and Dr. Edward K. Crosby (podiatrist)

EXPERIENCE:After serving in WWII and the Korean War he has worked for Crosley, Martin-Marietta and ITT where he was corporate vice president for 14 years. Philip Crosby Associates, Inc., founded in 1979, was his management consulting firm that served hundreds of companies. Since retiring in 1991 he has founded Career IV, Inc., Philip Crosby Associates II, Inc. and the Quality College.

Philip Crosby: The Fun Uncle of the Quality Revolution

a. "Do It Right the First Time”b. “Zero defects”c. "cost of poor quality“Four Absolutes of Quality Management

1. Quality is defined as conformance to requirements, not as 'goodness' or 'elegance'.

2. The system for causing quality is prevention, not appraisal.

3. The performance standard must be Zero Defects, not "that's close enough".

4.The measurement of quality is the Price of Nonconformance, not indices.

CROSBY’S 14 STEPS TO QUALITY IMPROVEMENT

1.Commitment from management2.Create quality improvement

teams3.Measure processes to

determine current and potential quality issues.

4.Measuring the cost of quality and nonquality

5. Quality awareness by all personnel

6. Take action to correct quality issues

7. Monitor progress of quality improvement

8. Employee education for quality improvement

9. Hold “zero defects” days

10.Goal setting towards zero defects

11.Error-causal removal by removing barriers

12.Recognition for meeting goals13.Quality councils to assist

people in quality improvement14.Do it all over again

Five characteristics of an“Eternally Successful Organization”

1. People routinely do things right first time

2.Change is anticipated and used to advantage

3.Growth is consistent and profitable

4.New products and services appear when needed

5.Everyone is happy to work there