Improving quality requires a culture change, not just a new diet. 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 effectivenessmoneybusiness Quality has to be caused, not controlled. Phil Crosby qualitycausesbusiness 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 fabricqualityorganization The cost of quality is the expense of doing things wrong. Phil Crosby expensesqualitycost If we deliver on time, but the product has defects, we have not delivered on time. Phil Crosby defectsproductsifs When you're out of quality, you're out of business. Phil Crosby service-culturequalityculture 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 homebabybelieve Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems. Phil Crosby methodattackingproblem It is always cheaper to do the job right the first time. Phil Crosby first-timejobsfirsts In a true zero-defects approach, there are no unimportant items. Phil Crosby defectsapproachzero Quality means conformance to requirements, not elegance. Phil Crosby requirementsqualitymean 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 qualityhard-workthinking We must define quality as conformance to specifications if we are to manage it. Phil Crosby managequalityifs Slowness to change usually means fear of the new. Phil Crosby changefearmean Making a wrong decision is understandable. Refusing to search continually for learning is not. Phil Crosby wrong-decisiondecisionmistake 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 hockeyattitudejobs Quality management is needed because nothing is simple anymore, if indeed it ever was. Phil Crosby qualitymanagementsimple Eliminating what is not wanted or needed is profitable in itself. Phil Crosby eliminatingneededwanted 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 coffeemoonwings
