Little Book of Big Management Theories, The, 2nd Edition

THEORY 79

CROSBY’S MATURITY GRID (CROWN AS KING)

Use to understand the stages you and your team need to go through to establish a quality programme.

In Quality is Free, Phil Crosby discussed the costs, in terms of warranty claims and poor public relations, to organisations of providing poor-quality goods. He argued that an organisation that established a quality programme would make savings that would more than cover the cost of any such programme.

Underpinning Crosby’s belief was the principle of ‘do it right the first time’, which he felt was only achieved when an organisation reached a level of operational maturity. To achieve maturity organisations/individuals go through five stages.

Source: Adapted from Crosby, P. B., Quality is ...