So let's look at the first absolute of quality provided by Philip Crosby and which is that the definition 2
of Quality is Conformance to Requirements. 3
Crosby was in favor of having a fixed definition of quality, something which you can achieve, something 4
which is measurable. Quality doesn't mean something good, something 5
elegant. You really can have a vague definition of quality if you really want to achieve quality. 6
To achieve quality 7
you need to have something which is achievable if you have a specification tell workers to achieve the 8
specification. 9
That's quality. 10
If you need to make a shaft which is 100 millimeters long, if 100 millimeters long, let's say plus minus 11
1 millimeter. 12
If that's your specification. 13
If you achieve that it's quality. 14
If you don't achieve that it's not quality. 15
Let's not mix that with goodness. 16
The client satisfaction and many other things because those are confusing things. 17
You really cannot ask your task force, your team members or your workers to do something which makes 18
client happy that someone else job to put all those things as a part of specification. Once those are put as a 19
specification. 20
Ask your people. 21
Ask your team. 22
Ask a worker just to follow those instructions, just to follow those specifications. 23
If you achieve that it's quality. 24
Another thing which is emphasized in this point is that you do it right the first time. 25
So you have a specification, achieved the specification requirement first time no rework. 26
And then in regards to management what Crosby asked was that management need to set those specifications, 27
those requirements. 28
So management is responsible for setting up those definitions of requirements, those specifications and people 29
who are working are supposed to achieve that. 30
That's the way you can achieve Quality Consistently and then management need to help people meet those 31
requirements. So whatever help or whatever support, whatever tools, techniques people need, workers need 32
management is responsible for providing those. 33
That's the second job of management and the third job of management proposed by Crosby is spending time 34
helping employees meeting those requirements. 35
See where things can go wrong. 36
See if there's additional support required. 37
Management need to get engaged and see that the workers are able to meet the requirements, so these are the 38
three jobs related to management and workers are responsible to achieve specification. 39
So that's how quality is defined.