What are the four absolutes of quality defined by Crosby?
Edwards Deming, Joseph M. Juran, and Philip B. Crosby are three prominent figures in the field of quality management. Among them, Crosby is renowned for his four absolutes of quality, which have become the cornerstone of quality improvement efforts in many organizations. These absolutes are designed to help businesses achieve excellence in their products and services. Let’s delve into the four absolutes of quality defined by Crosby.
1. Quality is defined by the customer
The first absolute emphasizes that quality is not an objective measure but rather a subjective perception. Crosby argues that quality is determined by the customer’s expectations and requirements. This means that businesses must focus on understanding their customers’ needs and ensuring that their products and services meet or exceed these expectations. By aligning their quality standards with customer demands, companies can gain a competitive edge in the market.
2. Quality is free
The second absolute suggests that quality should be built into products and services from the beginning, rather than being added on later. Crosby believes that poor quality is costly, as it leads to rework, scrap, and customer dissatisfaction. By investing in quality from the start, businesses can eliminate these costs and improve their bottom line. This involves creating a culture of quality, where employees are empowered to identify and correct defects before they become problems.
3. The cost of poor quality is greater than the cost of good quality
The third absolute highlights the economic impact of poor quality. Crosby argues that the cost of poor quality is not just the direct costs associated with defects, but also the indirect costs such as lost sales, damaged reputation, and reduced customer loyalty. On the other hand, the cost of good quality is relatively low, as it involves investing in quality control measures, employee training, and continuous improvement efforts. By focusing on quality, businesses can save money in the long run.
4. The purpose of quality is to make quality unnecessary
The fourth absolute emphasizes the importance of prevention over correction. Crosby believes that the best way to ensure quality is to prevent defects from occurring in the first place. This involves implementing robust quality management systems, such as statistical process control and total quality management (TQM), to identify and address potential issues before they impact the final product. By doing so, businesses can create a culture where quality is ingrained in every aspect of their operations, making it unnecessary to rely on costly corrective actions.
In conclusion, the four absolutes of quality defined by Crosby provide a framework for businesses to achieve excellence in their products and services. By focusing on customer satisfaction, investing in quality from the beginning, recognizing the true cost of poor quality, and prioritizing prevention, organizations can build a sustainable competitive advantage and create lasting value for their customers and stakeholders.
