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克劳士比质量哲学

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http://www.qualitygurus.com/gurus/list-of-gurus/philip-crosby/

以下是简单摘录。

Four Absolutes of Quality,四项质量原则
Crosby’s response to the quality crisis was the principle of “doing it right the first time” (DIRFT). He also included four major principles:

  1. The definition of quality is conformance to requirements (not as goodness)
    质量就是符合需求规格,而不是好
  2. The system of quality is prevention (not appraisal)
    质量系统是预防,而不是检验
  3. The performance standard is zero defects (not “that’s close enough”).
    绩效标准是零缺陷,而不是差不多
  4. The measurement of quality is the price of nonconformance (not indexes)
    质量测量是不合规的金钱,而不是指标

The Crosby Vaccine,克劳士比疫苗
In the Crosby style, the “Vaccine” is explained as medicine for management to prevent poor quality. It is in five sections that cover the requirements of Total Quality Management.

  1. Integrity
    Treat quality seriously throughout the whole business organization from top to bottom. That the companies future will be judged on its performance on quality.
  2. Systems
    Appropriate measures and systems should be put in place for quality costs, education, quality, performance, review, improvement and customer satisfaction.
  3. Communication
    The communication systems are of paramount importance to communicate requirements and specifications and improvement opportunities around the organization. Customers and operators know what needs to be put in place to improve and listening to them will give you the edge.
  4. Operations
    Work with and develop suppliers. Processes should be capable and improvement culture should be the norm.
  5. Policies
    Policies must be clear and consistent throughout the business.

The Fourteen Steps to Quality Improvement,质量改进十四步

  1.  Management Commitment,管理层的决心
    Make it clear that management is committed to quality.
  2.  Quality Improvement Teams,质量改进小组
    Form Quality Improvement Teams with senior representatives from each department.
  3. Measure Processes,衡量质量
    Measure processes to determine where current and potential quality problems lie.
  4. Cost of Quality,估计质量成本
    Evaluate the cost of quality and explain its use as a management tool.
  5. Quality Awareness,质量意识
    Raise the quality awareness and personal concern of all employees.
  6. Correct Problems,改正行动
    Take actions to correct problems identified through previous steps.
  7. Monitor Progress,监控过程
    Establish progress monitoring for the improvement process.
  8. Train Supervisors,培训教育
    Train supervisors to actively carry out their part of the quality improvement program.
  9. Zero Defects Day,零缺陷日
    Hold a Zero Defects Day to reaffirm management commitment.
  10. Establish Improvement Goals,设定改进目标
    Encourage individuals to establish improvement goals for themselves and for their group.
  11. Remove Fear,消除错误成因
    Encourage employees to tell management about obstacles to improving quality.
  12. Recognize,赞赏
    Recognize and appreciate those who participate.
  13. Quality Councils,质量委员会
    Establish Quality Councils to communicate on a regular basis.
  14. Repeat the Cycle,从头再来
    Do it all over again to emphasize that the quality improvement process never ends.

Book

Quality Is Free(QIF)

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