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Make Quality Make Sense A
lot has been said and done about quality and customer service over the past 25
years. Quality systems
have emerged, captured the spotlight for a few years, and then faded, leaving
behind a hodgepodge of usable but disconnected programs. Within the same organization,
accounting believes in TQM, operations uses Black Belts, warehouse workers focus
on just-in-time (JIT) inventory management, quality preaches ISO certification,
and customer service agents try to "exceed their customers’ expectations". The
result is a poor ROI for each dollar invested in quality. Because everyone focuses
on different goals, with different improvement methods and languages, there is
little interaction, coordination, or optimization of the organization’s efforts
as a whole. Philip B.
Crosby spent his 50 year career uniting these different functional and organizational
cultures. His pragmatic philosophy has become the universal standard and business
model for creating reliable, hassle-free organizations throughout the world, because
his simple and powerful approach is literally the foundation on which many of
today’s improvement approaches were constructed. Today,
Philip Crosby Associates understands the strengths and inherent benefits within
each improvement approach, but also the costs to your organization from failing
to integrate and unify them on a company-wide level. That's why we can assess
your current improvement efforts, understand your strategic objectives, and help
you optimize the efforts of all employees by implementing a corporate culture
of Quality Management and process improvement based on a common philosophy and
language. How
Philip Crosby Redefined Quality In
1979, as a Vice President of the mega-conglomerate ITT, Philip Crosby turned his
operating philosophy into the groundbreaking book Quality Is Free. In defiance
of the conventional wisdom, Crosby defined quality in simple and absolute terms
so anyone could quickly establish whether or not quality existed in the workplace,
or even at a single workstation. In this best-selling book, Crosby also introduced
his Absolutes of Quality Management™ which remain the cornerstone of PCA’s
approach today. In the
years that followed, more than 100,000 managers and executives attended Crosby’s
training sessions to learn and apply these powerful principles. The diversity
of these businesspeople, from Norway to Argentina, from manufacturers to non-profits,
and from multinational corporations to small, family-owned businesses, testifies
to both the power and the universality of Crosby’s approach. But
old habits die hard. Too many companies still work from a management playbook
developed in the 1940’s, struggling and failing to implement the latest improvement
approaches. Others that successfully applied Crosby’s principles in the past
have been sold, merged, or failed to pass on these critical elements of their
success to the next generation of managers, workers, and supervisors. For these
organizations, Crosby’s approach is as innovative today as it was in 1979. Today,
Philip Crosby Associates impacts a worldwide clientele, applying Crosby's philosophy
of Quality Management and customer success with executives, managers, government
ministers, and production workers who understand its crucial importance. They
are creating and sustaining the reliable, capable, and successful organizations
that prove every day that quality is indeed an achievable, lucrative, strategic,
and hassle-free absolute. And it is through their daily efforts, where quality
is consistently caused, productivity continually increased, profitability diligently
grown, and customers ultimately made successful, that Crosby’s principles
are applied, affirmed, and extended. We
invite you to join this group of successful and innovative leaders.
Please contact us or use
this form to request additional information. 
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