Philip B. Crosby - Quality Is Free (1979)

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The problem of quality management is not what people don't know about it. The problem is what the think they do know.

Philip B. Crosby
Problems breed problems, and the lack of a disciplined method of openly attacking them breeds more problems.

Philip B. Crosby
Management has to get right in there and be active when it comes to quality.

Philip B. Crosby
Quality is free, but no one is ever going to know it if there isn't some sort of agreed-on system of measurement. Quality has always suffered from the lack of an obvious method of measurement in spite of the fact such a method was developed by General Electric in the 1950' s as a tool for determining the need for corrective action on a specific product line.

Philip B. Crosby
The first erroneous assumption is that quality means goodness, or luxury, or shininess or weight. The word "quality" is used to signify the relative worth of things in such phrases as "good quality," "bad quality," and that brave new statement 'quality of life.' 'Quality of life' is a cliche because each listener assumes that the speaker means exactly what he or she, the listener, means by the phrase. It is a situation in which individuals talk dreamily about something without ever bothering to define it.

Philip B. Crosby
We must define quality as conformance to specifications if we are to manage it.

Philip B. Crosby
Quality is free. It's not a gift, but it's free. What costs money are the unquality things — all the actions that involve not doing jobs right the first time.

Philip B. Crosby
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 gossamer wings.

Philip B. Crosby
If you don't know what the defect level is, how do you know when to get mad?

Philip B. Crosby
Most managers are so concerned with today, and with getting our own real and imagined problems settled, that we are incapable of planning corrective or positive actions more than a week or so ahead.

Philip B. Crosby
It is always cheaper to do the job right the first time.

Philip B. Crosby
The cost of quality is the expense of doing things wrong.

Philip B. Crosby
Quality management is a systematic way of guaranteeing that organized activities happen the way they are planned.

Philip B. Crosby