Submitted by,

Siva Balan
Jones Mercy
Paulose
Suhas
Vaishnavi
Philip Crosby's: Do It Right First Time and Zero Defects
Philip B. Crosby was an eminent Quality Guru, born in 1926, began his quality
career as a reliability engineer. He later participated in the Martin missile experience that
spawned the genesis of the Zero Defect movement. He worked in Quality Management for
14 years in ITT as a Corporate Vice President and Director Quality. In 1979 he
published Quality is Free, which became a bestseller. In response to the interest shown in
the book, he left his organization that year to set up Philip Crosby Associates Incorporated.
Crosby published his second bestseller, Quality without Tears, in 1974.
Do It Right First Time (DIRFT) and Zero Defect
Crosby is very much popular for these two concepts named as Do It Right First Time
and Zero Defects. Crosby defined the quality as the conformance to the requirements
which the company itself has established for its products based upon the customers needs.
He believes that most companies have systems that allow deviation from actual requirement.
The cost that they spend on doing the wrong things right in subsequent chances is
20% of their revenue in manufacturing companies and 35% of operating expenses for
service companies. He believed that workers should not be the prime responsible for the
poor quality, in fact Management set the standard of quality and workers follow them
therefore the initiative comes from the top.
Doing things right first time will not prevent people from making mistakes, but will
encourage everyone to improve continuously. He strongly emphasized on the top- down
approach, since he believes that senior management is entirely responsible for quality. The
ultimate goal is to train all the staff and give them the tools for quality improvement, to
apply the basic precept of Prevention Management in every area.
Definition
Zero Defects - a management tool aimed at the reduction of defects through
prevention. It is directed at motivating people to prevent mistakes by developing a constant,
conscious desire to do their job right the first time-: A New Dimension in Quality
Assurance
Zero Defects seeks to directly reverse the attitude that the amount of mistakes a
worker makes doesn't matter since inspectors will catch them before they reach the
customer. This stands in contrast to activities that affect the worker directly, such as
receiving a paycheck in the correct amount. Zero Defects involves reconditioning the
worker "to take a personal interest in everything he does by convincing him that his job is
just as important as the task of the doctor or the dentist."
How is it Used
The concept of zero defects can be practically utilized in any situation to improve
quality and reduce cost. However it doesnt just happen, as the right conditions have to be
established to allow this to take place.
A process, system or method of working has to be established which allows for the
achievement of zero defects. If this process and the associated conditions are not created
then, it will not be possible for anyone involved in the process to achieve the desired
objective of zero defects.
In such a process it will be possible to measure the cost of none conformance in
terms of wasted materials and wasted time.
Any process that is to be designed to include this concept must be clear on its
customer expectations and desires.
The ideal is to aim for a process and finished article that conforms to customer
requirements and does not fall short of or exceed these requirements.
For example, in recent years many financial organizations have made claims regarding how
quickly they can process a home loan application. But what they may have failed to realize
is that in spending a great deal of time and money reducing processing time they are
exceeding customer requirements (even if they believe that they know them). In these cases
they have exceeded the cost of conformance when it was not necessary to do so.




Principles of ZERO DEFECTS
Quality is conformance to requirements:
Every product or service has a requirement according to the customer needs.
If these requirement are achieved by the product when comes to use of the customer
then this product categorize as the quality product.
for example, if low cost Ink pen full fill the requirement of writing without any blot
and skip on the paper then it is called the quality product in comparison of the a
precious gold plated pen if it will not write good and neat on the paper.
Hence if a product meets the requirement of the customer then it conforms the
quality of the product, no matter how costly it is.
Defect prevention is preferable to quality inspection and correction:
It is better to prevent the defect at its origin rather to inspect it in the process and
then correct it.
It saves lot of human power and cost of inspection and correction.
For example, If a person changes the poor condition brake shoes of his bike before
next riding then it will prevent lot of energy of the rider and reduce the risk of
accident on the road and generation of new defect in the bike due to poor condition
brake shoes which observed later and needs the correction and in turn of high cost
of repair.
Standard of Quality is always being ZERO DEFECTS, not close enough. :
If any product does not meet the requirements then the product is not the quality
product even if it closes to meet the requirement, because on the basis of Zero Defect
any non conformance is not, for granted.
The product is not acceptable and categorize as under quality product.
Further, the idea that mistakes are inevitable is rejected out of hand.
Aiming at an "acceptable" defect level encourages and causes defects.



Quality is measure on the basis of Price - Price of Non Conformance (PONC):
This is the key principle, Crosby's believed that every defect incurs a cost.
To find and correct and prevent this defect organization introduces many steps like
Inspection, Time, Rework, Scrape, Collection of data of customer satisfaction etc.
All these steps required a huge amount of money and so lot of revenue has lost to
maintain all steps to prevent the defects and therefore to maintain the Quality, cost
must considered.
Every non-conformance contributes a cost in terms of loss of revenue due to it.
First, it provides a cost-justification for steps to improve quality. The title of the
book, "Quality is Free," expresses the belief that improvements in quality will return
savings more than equal to the costs.
Second, it provides a way to measure progress, which is essential to maintaining
management commitment and to rewarding employees.
Third, by making the goal measurable, actions can be made concrete and decisions
can be made on the basis of relative return.
Criticism
Criticism of "Zero Defects" frequently centers on allegations of extreme cost in
meeting the standard. Proponents say that it is an entirely reachable ideal and that
claims of extreme cost result from misapplication of the principles.
Point 10 of Deming's 14 points ("Eliminate slogans, exhortations, and targets for the
work force asking for zero defects and new levels of productivity.") is clearly aimed
at ZD. Joseph M. Juran was also critical of ZD.
Another criticism was that Zero Defects was a motivational program aimed at
encouraging employees to do better. Crosby denied ever having said any such thing
under any circumstances. He stated repeatedly that defects occur because of
management actions and attitudes.


Advantages
Cost reduction caused by a decrease in waste. This waste could be both wasted
materials and wasted time due to unnecessary rework
Cost reduction due to the fact that time is now being spent on only producing goods
or services that are produced according to the requirements of consumers.
Building and delivering a finished article that conforms to consumer requirements
at all times will result in increased customer satisfaction, improved customer
retention and increased profitability.
Possible to measure the cost of quality
Disadvantages
A process can be over engineered by an organization in its efforts to create zero
defects.
Whilst endeavoring to create a situation of zero defects increasing time and expense
may be spent in an attempt to build the perfect process that delivers the perfect
finished product, which in reality may not be possible.
For example, a consumer requirement may be a desire to buy a motor car that is
100% reliable never rusts and maximizes fuel consumption. However, in this
instance, in practice, if an organization doesnt have some kind of built in
obsolescence it will have a more limited life.