Phil Crosby
Phil Crosby
Philip Bayard "Phil" Crosby,was a businessman and author who contributed to management theory and quality management practices...
NationalityAmerican
ProfessionBusinessman
Date of Birth18 June 1926
CountryUnited States of America
coffee moon wings
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.
needs knows
It is not possible to know what you need to learn.
wanted needed eliminating
Eliminating what is not wanted or needed is profitable in itself.
mad levels defects
If you don't know what the defect level is, how do you know when to get mad?
baby believe home
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.
change preparation world
If anything is certain, it is that change is certain. The world we are planning for today will not exist in this form tomorrow.
jobs attitude hockey
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.
It isn't what you find, it's what you do about what you find.
simple quality management
Quality management is needed because nothing is simple anymore, if indeed it ever was.
organization quality fabric
Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.
mistake decision wrong-decision
Making a wrong decision is understandable. Refusing to search continually for learning is not.
defects ifs products
If we deliver on time, but the product has defects, we have not delivered on time.
service-culture quality culture
When you're out of quality, you're out of business.
quality ifs specifications
We must define quality as conformance to specifications if we are to manage it.