Quality Is Free
Philip Crosby, at his Quality College and in his book Quality Is Free, defined quality this way: “Quality means that the product or service you sell does what you said it would do when the customer bought it, and continues to do it. Your quality rating is determined by the percentage of times that your product continues to deliver on its promises.”
The highest quality rating is called “zero defects.” This rating means that your product or service always does what you said it would do when you sold it to your customer. By the same token, individuals can receive a personal quality rating. When people always do their jobs in an excellent fashion 100 percent of the time, consistently over time, they also earn a “zero defects” rating. ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access