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Quality
Gurus:
Joseph M. Juran
Phil Crosby
Armand V. Feigenbaum
Joseph M.
Juran
http://www.qualitydigest.com/aug02/articles/01_article.shtml
http://www.philipcrosby.com/pca/C.Articles/articles/year.2002/philsbio.htm
Crosby’s 14
Steps
to Quality
• Improvement
Make it clear that
management is committed
to quality
• Form quality improvement
teams with representatives
from each department
• Determine how to measure
where current and potential
quality problems exist
Crosby’s 14 Steps
to Quality
Improvement
• Evaluate the cost of quality and
explain its use as a management tool
• Raise the quality awareness and
personal concern of all employees
• Take formal actions to correct
problems identified through
previous steps
Crosby’s 14 Steps
to Quality
Improvement
• Establish a committee for the zero
defects program
• Train all employees to actively
carry out their part of the quality
improvement program
• Hold a “zero defects day” to let all
employees realize there has been a
change
Crosby’s 14 Steps
to Quality
Improvement
• Encourage individuals to
establish improvement goals for
themselves and their groups
• Encourage employees to
communicate to management
the obstacles they face in
attaining their improvement
Crosby’s 14 Steps
to Quality
Improvement
• Recognize and appreciate those
who participate
• Establish quality councils to
communicate on a regular basis
• Do it all over again to emphasize
that the quality improvement
program never ends
Crosby’s
Absolutes
• Quality means conformance
to requirements – if you
intend to do it right the first
time, then everyone must
know what it is
Crosby’s
Absolutes
• Quality comes from prevention.
Vaccination is the way to
prevent organizational disease.
Prevention comes from training,
discipline, example, leadership,
and so forth.
Crosby’s
Absolutes
• Quality performance standard
is zero defects – errors should
not be tolerated
• Quality measurement is the
price of nonconformance
Armand V.
Feigenbaum
Three Steps to
Quality
• Quality leadership
• Modern quality technology
• Commitment of the organization
Armand V.
Feigenbaum