We must define quality as conformance to specifications if we are to manage it. Phil Crosby More Quotes by Phil Crosby More Quotes From Phil Crosby Quality is free. It's not a gift, but it's free. The 'unquality' things are what cost money. Phil Crosby effectiveness money business Quality has to be caused, not controlled. Phil Crosby quality causes business Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric. Phil Crosby fabric quality organization The cost of quality is the expense of doing things wrong. Phil Crosby expenses quality cost If we deliver on time, but the product has defects, we have not delivered on time. Phil Crosby defects products ifs When you're out of quality, you're out of business. Phil Crosby service-culture quality culture People are conditioned to believe that error is inevitable.... However, we do not accept the same standard when it comes to our personal life. If we did, we would resign ourselves to being shortchanged now and then when we cash our paychecks. We would expect hospital nurses to drop a certain percentage of all newborn babies. We would expect to go home to the wrong house periodically. As individuals we do not tolerate these things. Thus we have a double standard, one for ourselves, one for the company. Phil Crosby home baby believe Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems. Phil Crosby method attacking problem It is always cheaper to do the job right the first time. Phil Crosby first-time jobs firsts Improving quality requires a culture change, not just a new diet. Phil Crosby improving quality culture In a true zero-defects approach, there are no unimportant items. Phil Crosby defects approach zero Quality means conformance to requirements, not elegance. Phil Crosby requirements quality mean Quality is such an attractive banner that sometimes we think we can get away with just waving it, without doing the hard work necessary to achieve it. Phil Crosby quality hard-work thinking Slowness to change usually means fear of the new. Phil Crosby change fear mean Making a wrong decision is understandable. Refusing to search continually for learning is not. Phil Crosby wrong-decision decision mistake It isn't what you find, it's what you do about what you find. Phil Crosby Many managers feel, somewhat cynically, that people are being paid to do their jobs and that's that. This attitude reflects an insensitivity to people that is a trademark of many hockey-style managers. Phil Crosby hockey attitude jobs Quality management is needed because nothing is simple anymore, if indeed it ever was. Phil Crosby quality management simple Eliminating what is not wanted or needed is profitable in itself. Phil Crosby eliminating needed wanted The customer deserves to receive exactly what we have promised to produce - a clean room, a hot cup of coffee, a nonporous casing, a trip to the moon on goassamer wings. Phil Crosby coffee moon wings
