A best-selling promoter of "Quality" programs for businesses presents a case study showing how the ITT corporation saved $720 million dollars by adhering to his quality concepts. Reissue.
Look at how American cars have improved in quality over the last 20 years. From our cars just barely holding together in the 80s to the great cars from the big three, all because we used new methods to get to quality.
His methodology is more of the 50s and 60s military style of management. His quality method was inspection after the fact, not elimination of defects before the product is made.
This a good book as a basic study in quality and understanding why managers have the approaches they have. It is traditional and will appeal mostly to 'old school' quality methods.
"The first erroneous assumption is that quality means goodness, or luxury, so shininess, or weight. We must define quality as conformance to requirements if we are to manage it. The second erroneous assumption is that quality is an intangible and therefore not measurable. In fact, quality is precisely measurable by the oldest and most respected of measurements - cold hard cash", says the author. For example, "It is much less expensive to prevent errors than to rework, scrap or service them".
This book does not only have theoretic approach, but also brings practical value. It offers a quality improvement program that can be installed in any service or manufacturing company.
Philip Crosby's "Quality Is Free", first published in 1979, influences the book "Business @ Speed of Thought" by Bill Gates, released twenty years afterwards. With a bright set of modern case studies, he illustrates the basic concepts presented by Philip Crosby:
- There is absolutely no reason for having errors or defects in any product or service.
- Basically, we are slow to change because we reject newness.
- Transmitting: how you come across to others should not be left to chance.
- It is much less expensive to prevent errors than to rework, scrap or service them.
- Business is ... communication that we control and utilize. The effectiveness of the business is determined by how well we do that data transmission.
In the same year when the Bill Gates's book was published, Philip Crosby exposes his own case studies entitled "Quality and Me: Lessons from an Evolving Life".