Quality Is Free: The Art of Making Quality Certain by Philip B. Crosby
Quality Is Free is a classic book on quality management written by Philip B. Crosby and published in 1979. The book argues that quality is not a cost, but a way of doing business that leads to higher productivity, lower costs, and increased customer satisfaction. Crosby introduces the concept of the \"quality management maturity grid\", a tool for assessing the level of quality awareness and performance in an organization. He also outlines a 14-step program for implementing quality improvement, based on his experience as a consultant and trainer. The book is full of practical examples, anecdotes, and case studies that illustrate Crosby's principles and methods.
The book has been widely influential in the field of quality management and has sold over 2.5 million copies worldwide. It has been translated into 15 languages and has been used as a textbook in many universities and business schools. The book has also inspired many other authors and practitioners to develop their own approaches to quality, such as W. Edwards Deming, Joseph M. Juran, and Kaoru Ishikawa.
Quality Is Free is a must-read for anyone who wants to learn how to achieve excellence in their work and deliver value to their customers. It is a timeless guide that shows how quality is not only possible, but profitable.One of the key concepts in Quality Is Free is the definition of quality as \"conformance to requirements\". Crosby explains that quality is not a vague or subjective term, but a measurable and achievable standard that can be agreed upon by the customer and the supplier. He also emphasizes that quality is not determined by inspection, but by prevention. He advocates for a \"zero defects\" mentality, where errors are not tolerated and every defect is seen as an opportunity for improvement.
Crosby also introduces the idea of the \"cost of quality\", which is the sum of all the costs incurred by an organization due to poor quality. He distinguishes between two types of costs: the \"price of conformance\", which is the cost of doing things right, and the \"price of nonconformance\", which is the cost of doing things wrong. He argues that the price of conformance is always lower than the price of nonconformance, and that investing in quality pays off in the long run.
Quality Is Free also provides a roadmap for implementing quality improvement in any organization, regardless of its size or industry. Crosby proposes a 14-step program that covers aspects such as management commitment, quality awareness, training, measurement, corrective action, recognition, communication, and continuous improvement. He also offers practical tools and techniques for assessing and improving quality, such as the quality management maturity grid, the process of setting and verifying requirements, the four absolutes of quality management, and the zero defects day.In conclusion, Quality Is Free is a landmark book that has changed the way many organizations think and act about quality. It is a powerful and practical guide that shows how quality can be achieved by anyone, anywhere, and at any time. It is a book that challenges the conventional wisdom that quality is expensive, difficult, and optional. It is a book that proves that quality is free, easy, and essential.
As Crosby himself writes in the preface, \"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.\" ec8f644aee