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QUALITY IS FREE. IT’S NOT A GIFT, BUT IT’S FREE. THE ‘UNQUALITY’ THINGS
ARE WHAT COST MONEY.
The statement is origin by Philip B. Crosby. What is the meaning of statement above? The
Crosby statement made some change paradigms in organizational view. In conventional or
old view, many people defined a quality based on their view in their understanding related
with their business or job. But after the Crosby issued his book, new side view come to
change the organization to look at their each organization to measure the quality not only
from the quality achievement but also to the reduction cost while the quality achieved.
Before further explaination about the relationship between quality and the cost of poor
quality, some old view about quality need to describe and the shifting to the big quality
concept view. Below mentioned definitions of quality are representing their old view
of Quality by which we can create their own satisfaction and it is not sufficient to grow or to
survive in the market:
The quality shifting from old view to the new view. The new view called as TOTAL QUALITY.
“Product and service that totally satisfy the customer needs and expectations in every
respect on continuous basis is the QUALITY “IT IS IN FACT ‘TO DELIGHT CUSTOMER IS THE
QUALITY‘. Here word “Delight” is stands for more than their expectations and before of
their expectations STAGES OF QUALITY DEPARTMENTS :
1. Quality Control
2. Statitical Quality Control
3. Total Quality Control
4. Company Wide Quality Control
5. Quality Assurance
6. Quality Management
7. Total Quality Management
8. Six-Sigma
1
There is not only a change in the name of quality department but also a change in their
working, basically it is a journey of quality department and we have to analyze where we
are? Or where do we want to move? CUSTOMERS AND QUALITY Receiver of
organization output is organization customer weather they are internal or external and
what customer wants, such as:
1. Right Quality
2. Right Quantity
3. Right Delivery
4. Right Time
WHAT IS QUALITY?
2
QUALITY IS FREE
As per conventional view of quality, if quality increases so cost will increase too but it is not
true. Cost will be increased up to the level of require quality after achieving the exceptional
quality, cost will drastically down. To achieve exceptional quality we must delight our
internal and external customer, where quality increase and price came down. The price
reduction because of some cost reduction in some area in organization, such as :
1. Price reduction through cost reduction of Quality of service, Cost of rejection, Cost of
inspection and re inspection, Cost of maintenance, Cost of follow up, Cost of
inventory, Cost of searching, Cost of rework, Cost of failure, Cost of storages, Cost of
production,Cost of recruitment, Cost of dispatch, Waste reduction, etc
2. Price reduction also come from increasing of the productivity improvement
3. Price reduction also come from reduction in sale return
4. Price reduction also come from increasing in market size
So, during the organization implement the quality concerned at their organization and they
received the cost reduction or efficiency from some managable problems entire their
organization, it also means that the organization has no charge to achieve their quality but
they also take some gift from cost efficiency.