Quality is Free
Amazon.com
Philip Crosby
1979
• Quality is free
– What costs money are the unquality things
• All the actions that involve not doing job right the
first time
• Muda (大野耐一)
• Top management’s responsibility to Quality
“Top management may or may not realize what
has to be done to achieve quality”
• Ex: 家長 vs. 孩子的學習
“Or worse, they may feel, mistakenly, that they
do understand what has to be done. Those types
can cause the most harm.”
• Quality Control
– Measurement
• Go
• No-Go
• Quality = Prevention
“Why spend all this time finding and fixing and
fighting when you can prevent the incident in
the first place?”
• Culture make quality last forever
– Firefighting would have to be replaced with
defect prevention
– Quality would have to be recognized as a
genuine “first among equals”
• Labor, material, money, machines, …
– The habit of doing things right the first time
had to become routine
– The whole thing had to happen within the units
• 所有部門皆須具備這些文化特質
Tools for quality system
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Quality control
Reliability
Quality engineering
Supplier quality
Inspection
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Product qualification
Training
Testing
Consumer affairs
Quality improvement
Fundamentals for quality system
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Management participation & attitude
Professional quality management
Original programs
Recognition
1. Management participation & attitude
– “Participation” rather than “support”
• Right attitude about quality
• Right understanding about quality
– Ex: ISO 9000 系列
» 說一套、做一套
» 經理人自己都不相信
– Erroneous “conventional wisdom”
» Quality mean Goodness
» Unmeasurable
» Error is inevitable
» People just don’t care about doing good work
– Real Life Quality
» Quality is conformance to requirement
» Precisely measurable
» Error is not required to fulfill the laws of nature
» People work just as hard now as they ever did
– ITT’s way of management participation
• Conducted seminars throughout the ITT world on a
regular basis.
– Those managing directors and general managers
who had participated in programs
who had learned to understand quality properly
testified to others.
working on a group-y-group, unit-by-unit basis
throughout the corporation.
2. Professional quality management
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Allow quality professional to form forums to
help each others
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Ex: 品質學會
Institute quality college to teach quality tools
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Certification
– Ex: six sigma (Black belts, Green belts)
3. Original programs
– Buck A Day (BAD)
• Cost reduction idea program
– Zero Defects – 30
• 30 days programs for supervisors
– Consumer Affairs
4. Recognition
– Ring of Quality
• Award presented
– at formal dinner
– by corporate president
Dignity & Respect
– Cash and financial awards are not personal
enough
Erroneous assumptions
• Quality means
– Goodness
– Luxury
– Shininess
“Quality of Life”
• Speakers
• Listeners
• Quality as
“Conformance to requirements”
– Quality of life
• Desirable income
• Health
• Population
– Ex: 學校評鑑
Erroneous assumptions
• Quality is
– Intangible
– Not measurable
• Cost of quality
– Best tool to measure quality
• Prevention, Appraisal, Failure categories
– Measurements should be displayed for all to see
• Visible proof of improvement
• Recognition of achievement
Erroneous assumptions
• Economics of Quality
– “Can’t afford to make it that good”
Evidence of “don’t understand quality”
It is always cheaper to do things right the first
time
Erroneous assumptions
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All the problems of quality are originated
by the workers
Shop floor problems are easy to spot
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Use “cost of quality” to direct attention
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Prevention
Appraisal
Failure
Erroneous assumptions
• Quality originates in the quality department
– Root cause problems
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Accounting problems
Manufacturing problems
Design problems
Housekeeping problems
• Responsibility of Quality department to
“problems”
– Report results clearly & objectively
– Lead the drive to develop a positive attitude
toward quality improvement
– Use educational program to be helpful
• Zero defects
– Should NOT do the job for others
Quality Management is
• Systematic way of guaranteeing that
organized activities happen the way they are
planed
• Management discipline
– Prevent problems from occurring
– Create the attitudes and controls that make
prevention possible
Why quality management needed
• Faceless end users
Sophisticated business world
– Service providers never meet end users
• 教授 vs. 畢業生的雇主
– People who really control activities do so from
office, laboratory, studios, and other remote
places.