Ans 2.

After a number of years in industry, Crosby established the Crosby Quality College in
Winter Park, Florida. He is well known as an author and consultant and has written many articles
and books. He is probably best known for his book Quality is Free (1979) and concepts such as his
Absolutes of Quality Management, Zero Defects, Quality Management Maturity Grid, 14 Quality
Improvement Steps, Cost of Quality, and Cost of Nonconformance. Other books he has written
include Quality Without Tears (1984) and Completeness (1994).
CROSBY'S COST OF QUALITY.
In his book Quality Is Free, Crosby makes the point that it costs money to achieve quality, but it
costs more money when quality is not achieved. When an organization designs and builds an item
right the first time (or provides a service without errors), quality is free. It does not cost anything
above what would have already been spent. When an organization has to rework or scrap an item
because of poor quality, it costs more. Crosby discusses Cost of Quality and Cost of
Nonconformance or Cost of Nonquality. The intention is spend more money on preventing defects
and less on inspection and rework.
CROSBY'S FOUR ABSOLUTES OF QUALITY.
Crosby espoused his basic theories about quality in four Absolutes of Quality Management as
follows:
1.

Quality means conformance to requirements, not goodness.

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 indexes.

Crosby's Absolutes of Quality Management are further delineated in his Fourteen Steps of Quality
Improvement as shown below:
Step 1. Management Commitment
Step 2. Quality Improvement Teams
Step 3. Quality Measurement

Step 4. Cost of Quality Evaluation

Step 5. Quality Awareness
Step 6. Corrective Action
Step 7. Zero-Defects Planning
Step 8. Supervisory Training
Step 9. Zero Defects
Step 10. Goal Setting
Step 11. Error Cause Removal
Step 12. Recognition
Step 13. Quality Councils
Step 14. Do It All Over Again
Philip B Crosby vs. Deming