Quality is Free

Philip B Crosbys

Summary
Making quality certain.
Doing the right thing at the first time is
cheaper than
reworking,scraping,servicing,defective
product etc.
Reworking cost is as high as 25% of gross
revenue.
Empasises on the point that cost of quality is
zero-it is free.infact it pays great dividend.

Making Quality certain

Getting people to do better all the worthwhile
things they ought to be doing anyway.
This is done by explaining quality in terms that
it cannot be misunderstood.
Involving top management explaining what
quality is to them so they support it and
incorporate in organization so lower
management can follow .

Quality may not be what you think it is

Quality is more like ballet than hockey.
Requires planning , rehersal , unblinking
dedication, patience and time.
Quality is a people thing and biggest influencer in
top and bottom line.
Quality can be measured , it is the cost of
nonconformance or of doing things wrong.
Organization typically spend 15 to 20% of their
gross income on expenses from not doing things
right the first time.

The quality management maturity grid

Organization quest for quality
1. Uncertainty-We dont know why we have problem
with quality.
2. Awakening- It is absolutely necessary to always have
problem with quality.
3. Enlightenment-Through management commitment
and quality improvement we are identifying and
resolving our problems.
4. Wisdom-Defect prevention is a routine part of our
operation.
5. Certainity- We know why we do not have problem
with quality.

Quality Organizational Status

Quality committee operate as a team and not as
an individual.
Establish a quality policy in the organization.
Some quality Department function
1. Product acceptance-Inspection and testing
2. Supplier Quality-Supplier quality engineering
and purchased goods acceptance.
3. Consumer affairs-Prevention ,Awareness ,
Correction.

Handling Problem
No person is so exposed as when that person
starts to handle a problem.
Place problems on the job and not on the
individual.
Over 85% of the problems can be corrected at the
first level of supervision , next 13% with two
level.
People do not work for money alone they also
work for a sense of accomplishment, recognition
satisfaction and security.

Cost of quality
Quality is free but no one is going to know it if
there isnt some sort of agreed-on system for
measuring it. There are cost associated with
Efforts to do work over, All scrap, Warranty, after
service warranty, Complaint handling, Inspection
and test.
Quality side cost are Prevention cost
Appraisal cost
Failure cost

The doing
The biggest problem managers face comes when they are
actually expected to accomplish all the things they have
been saying could be accomplished if only everybody would
listen to them.
Dont just patch things up , prevent them from happening
in the first place.
Zero defect is the key to quality improvement . It is the
attitude of defect prevention.
Very clear standards of performance must be set for
people.
Defects are caused by either lack of knowledge or lack of
attention.Individual must accept a personal standard of
Zero Defects from the top on down.

Make certain
Programs will get prevention suggestion from
90% of the people exposed to it.
Programs should be such that training and on
going examination of procedure and methods by
the personnel involved towards defect
prevention.
Involve people opinion to resolve issues and
problems, how can it be prevented discussing
ideas of each people and how can they be
implemented.