Philip B. Crosby was an American quality management consultant and author who is best known for his 14 Steps to Quality Improvement. Crosby's 14 Steps, also known as the Crosby Quality Improvement Process, is a systematic approach to improving the quality of products, services, and processes within an organization.
The first step in Crosby's process is to establish the goal of quality improvement. This involves setting specific, measurable, achievable, relevant, and time-bound (SMART) goals for the organization to work towards.
The second step is to commit to quality improvement as a company-wide philosophy. Crosby believed that quality improvement should be a key focus for every employee in the organization, from top management to front-line workers.
The third step is to establish a quality measurement system. This involves defining the key performance indicators (KPIs) that will be used to measure the success of the organization's quality improvement efforts.
The fourth step is to identify the root causes of problems. Crosby believed that it was important to identify the root causes of problems in order to effectively address and resolve them.
The fifth step is to implement corrective actions. Once the root causes of problems have been identified, the organization should take action to address and resolve them.
The sixth step is to establish a system for continuous improvement. Crosby believed that quality improvement should be an ongoing process, and that organizations should constantly strive to improve their products, services, and processes.
The seventh step is to provide training and education to employees. Crosby believed that it was important to provide employees with the skills and knowledge they need to contribute to the organization's quality improvement efforts.
The eighth step is to establish a system for communicating with customers. Crosby believed that it was important for organizations to regularly communicate with their customers in order to understand their needs and expectations, and to ensure that they are satisfied with the products and services being provided.
The ninth step is to establish a system for measuring customer satisfaction. This involves collecting and analyzing customer feedback in order to understand how the organization is meeting the needs and expectations of its customers.
The tenth step is to establish a system for monitoring and controlling quality. This involves regularly reviewing the organization's quality performance and taking corrective action when necessary.
The eleventh step is to establish a system for reviewing and evaluating the effectiveness of the quality improvement process. This involves regularly reviewing the organization's progress towards its quality improvement goals and making adjustments as needed.
The twelfth step is to recognize and reward employees for their contributions to quality improvement. Crosby believed that it was important to recognize and reward employees for their efforts to improve the quality of the organization's products, services, and processes.
The thirteenth step is to establish a system for reviewing and updating the quality improvement process. Crosby believed that it was important for organizations to regularly review and update their quality improvement processes in order to ensure that they are effective and efficient.
The fourteenth and final step is to establish a system for reviewing and updating the organization's quality goals. Crosby believed that it was important for organizations to regularly review and update their quality goals in order to ensure that they remain relevant and attainable.
In summary, Philip B. Crosby's 14 Steps to Quality Improvement is a systematic approach to improving the quality of products, services, and processes within an organization. It involves setting specific, measurable goals, committing to quality improvement as a company-wide philosophy, establishing a system for measuring and monitoring quality, and providing training and education to employees. By following these steps, organizations can effectively improve the quality of their products, services, and processes, and ultimately, the satisfaction of their customers.