Crosby's philosophy defines quality as conformance to requirements. Quality is measurable and quantifiable rather than intangible. The goal is to meet requirements the first time to prevent defects and reduce costs. Crosby's four absolutes of quality are: 1) quality is defined by conformance to requirements, 2) prevention is preferable to inspection and cure, 3) the standard for quality is zero defects, and 4) quality is measured by the cost of non-conformance rather than defects. The principles of zero defects and "doing it right the first time" emphasize preventing defects to reduce costs associated with rework, scrap, and lost productivity.

1. CROSBY’S PHILOSOPHY

2. What is quality?
• Conformance to requirements (Every service or product has a requirement: a description of
what a customer wants. When a product meets that requirement, it has achieved quality.)
• Neither intangible nor immeasurable (can be quantified and put back to work to
improve the bottom line)
• Emphasis is on prevention, not inspection and cure (The goal is to meet
requirements on time, first time and every time.)

3. Approach to quality
• good, bad, high and low quality are meaningless concepts, and the
meaning of quality is conformance to requirements
• non-conforming products are ones that management has failed to
specify or control
• Cost (expense) of non-conformance equals the cost of not doing it
right first time, and not rooting out any defects in processes

4. Principles of Zero Defects and DIRFT
• Doing things right the first time is always cheaper than trying to fix
defects after they have been created.
QUALITY IS FREE

5. 4 ABSOLUTES OF QUALITY

6. The definition of quality is conformance to
requirements
• Poor quality is not an outcome of a failure, instead what deviates
from set standards.

7. The system of quality is prevention
• “Defect or non-conformance cannot be eliminated” – Crosby
• Identify the opportunities of error before they occur.
• There should be constant reduction of defects.

8. The performance standard is zero defects
• companies should not begin with allowances or sub-standard targets
with mistakes as an in-built expectation
• work should be seen as a series of activities or processes, defined by
clear requirements, carried out to produce identified outcomes

9. The measurement of quality is the price of
non-conformance
• “Metric to quality is not the number of defects but the price to non-
conformance is the best way to measure quality.” - Crosby

10. Cost of non-conformance
• Mistakes
• Scrap
• Rework
• Equipment downtime
• Customer complaints
• Warranty claims
• Customer return analysis

12. ACTIVITY/QUIZ (20 minutes ONLY!)
• Answer the double puzzle.