Philip B. Crosby

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Philip Bayard Crosby (born June 18, 1926 in Wheeling , West Virginia ; † August 18, 2001 in Winter Park , Florida ) wasone of the great "quality gurus" in managementalongside Joseph M. Juran and W. Edwards Deming .

Crosby began his career as the director of quality for International Telephone and Telegraph (ITT) and was recognized by the US Department of Defense in the early 1960s for designing the zero-defect program .

This program aimed to bring people as close as possible to the goal of perfection . The occurrence of defects in the product should not be considered normal. The analysis of the cause of the error and the initiation of corrective measures should help to reduce the occurrence of errors in the work activity.

Furthermore, Crosby dealt intensively with the aspects of quality costs and quality controlling .

Crosby's approach

Crosby's consideration started with costs. He defined quality as "free" (also the title of his book 1979: Quality is free ~ quality does not cost anything ). Its approach is best described in terms of its four principles of quality :

  1. The definition of quality is the fulfillment of requirements
  2. The quality system deals with prevention and ensuring production is correct on the first try .
  3. The measure of quality is the cost of non-fulfillment (not fulfilling the task correctly at the first attempt)
  4. The limit of performance is zero error (Engl. Zero defects )

Crosby also brought the idea to the management world that quality is a responsibility of management , not a program. He suggested (probably as an answer to Deming's 14 points) 14 steps to improve quality:

  1. Make sure management is committed to quality.
  2. Form quality improvement teams with representatives from each department
  3. Determine where current or potential future quality problems are.
  4. Assess the cost of quality and explain its use as a management tool.
  5. Increase the quality awareness and personal commitment to this among all employees.
  6. Take action to resolve issues discovered in earlier steps.
  7. Form a committee for a zero-defect program.
  8. Train supervisors so they can do their part in the quality improvement program.
  9. Have a zero-defect day so all employees realize that something has changed.
  10. Encourage individuals to set goals for improvement for themselves and their groups.
  11. Encourage employees to communicate to management what obstacles are preventing them from reaching their improvement goals.
  12. Acknowledge the participants and show that too.
  13. Set up quality meetings to establish regular communication.
  14. Go through the whole program over and over to emphasize that the quality improvement program never ends.

Many of Crosby's points and assertions have expanded management 's catchphrase . This should not hide the fact that its four principles and the 14 introductory points are based on verifiable knowledge and - if taken seriously - radical improvements can be achieved through them. It should also not be overlooked that most companies have to fundamentally change their culture in order to live up to this claim and this is an absolutely non-trivial problem.

Another milestone is the Quality Management Maturity Grid . Crosby developed this to support companies in their quality management. It was first published in 1979 in his book "Quality is free".

bibliography

This bibliography was created using the online catalog of the Library of Congress ( 101 Independence Ave, SE, Washington, DC 20540 ). It does not claim to be complete.

  • Cutting the cost of quality ; the defect prevention workbook for managers [by Philip B. Crosby. Boston, Industrial Education Institute, 1967]
  • The strategy of situation management ; a new and unique approach to managing personal and business problems more effectively, by Philip B. Crosby. Illustrated by Paul Kush, Jr .; [Boston, Mass.] Industrial Education Institute, 1969.
  • The art of getting your own sweet way ; New York, McGraw-Hill [1972] ISBN 0-8015-0358-2
  • Quality is free : the art of making quality certain / New York: McGraw-Hill, c1979; ISBN 0-07-014512-1
  • Quality without tears : the art of hassle-free management / New York: New American Library, 1985, c1984; ISBN 0-452-25658-5 (pbk.)
  • Running things  : the art of making things happen / New York: McGraw-Hill, c1986; ISBN 0-07-014513-X
  • The eternally successful organization  : the art of corporate wellness / New York: McGraw-Hill, c1988; ISBN 0-07-014533-4
  • Let's talk quality : 96 questions you always wanted to ask Phil Crosby / New York: McGraw-Hill, c1989; ISBN 0-07-014565-2 .
  • Leading, the art of becoming an executive / New York: McGraw-Hill, c1990; ISBN 0-07-014567-9
  • Completeness  : quality for the 21st century / New York, New York, USA: Dutton, 1992 .; ISBN 0-525-93475-8
  • The absolute of leadership / Johannesburg; San Diego: Pfeiffer & Company, c1996., ISBN 0-89384-276-1 (hardcover)
  • Philip Crosby's reflections on quality  : 295 inspirations from the world's foremost quality guru / New York: McGraw-Hill, 1996; ISBN 0-07-014525-3
  • Quality is still free  : making quality certain in uncertain times / New York: McGraw-Hill, c1996; ISBN 0-07-014532-6 (hc)
  • Quality and me : lessons from an evolving life / Philip B. Crosby. 1st ed. San Francisco, Calif. : Jossey-Bass, c1999; ISBN 0-7879-4702-4 (alk. Paper)

Web links

Individual evidence

  1. ↑ Stuart Crainer 1998; key management ideas, the thinkers who change the way we manage; Third edition; London / Edinburgh Gate; Prentice Hall
  2. ↑ OUBS (1999) Managing Operations ; Open University Business School, Milton Keynes; ISBN 0-7492-9257-1
personal data
SURNAME Crosby, Philip B.
ALTERNATIVE NAMES Crosby, Philip Bayard; Crosby, PB; Crosby, Philip
BRIEF DESCRIPTION American quality manager
DATE OF BIRTH June 18, 1926
PLACE OF BIRTH Wheeling , West Virginia
DATE OF DEATH August 18, 2001
Place of death Winter Park , Florida