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

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.