QUALITY WITHOUT TEARS

by Crosby, Philip B.

• ISBN13: 9780452256583
• ISBN10: 0452256585
• Edition: 1st
• Format: Paperback
• Publisher: Plume

Summary

The author's objective is to show managers how to build quality into all aspects of a company's operations thereby lowering costs, increasing sales, & boosting profits & do all this without the typical bureaucratic controls & procedures that merely hassle people without producing the desired results. Real situation & amusing fictional case histories are used to demonstrate that problems of quality & hassle are caused by management action.

Table of Contents

Preface	p. ix
Preface to the Original Edition	p. xi
The Profile of a Problem Organization	p. 1
The Quality Vaccine	p. 6
Demotivation	p. 14
A Quality Carol	p. 36
Determination	p. 53
The First Absolute: The Definition of Quality is Conformance to Requirements	p. 59
The Second Absolute: The System of Quality is Prevention	p. 66
The Third Absolute: The Performance Standard is Zero Defects	p. 74
The Fourth Absolute: The Measurement of Quality is the Price of Nonconformance	p. 85
Education	p. 87
Implementation	p. 97
Team Actions	p. 106
Team Executions	p. 114
The Saving of Emory Spellman	p. 125
The Dehassling of Lightblue	p. 142
Some Success Stories	p. 148
Mixing the Vaccination Serum	p. 155
How Come Very Little Ever Improves All By Itself?	p. 172
Guidelines for Browsers	p. 175
Index	p. 201
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