Father of "Zero Defect" Philosophy
Philip B. Crosby
1926 - 2001
After I had written my First Book "Total
Quality Management - A System to Implement", I decided to go for a professional
evaluation by a prominent person in quality management. I selected Philip
B. Crosby as I learnt quality management from a branch of his "Quality College" while I was
in India. So I sent a copy of my book to him and asked his comments and a
foreword for my book. I received a reply as follows:
Hi Kirithara - thank you for sending me a copy
of your new book. It is well put together and obviously you have placed a lot of
thought. I would be pleased to write a foreword, let me know how long you wish
it to be and when you need it. I assume I could send it by e mail.
One thing you might think about is the definition of quality. I have found
that "conformance to agreed requirements" is the only one that people can
understand and relate to. Everything else comes out as "goodness" and that is
immeasurable. Quality and Integrity need to be the same.
He sent me a foreword as I requested
Nov 18, 2000.
Foreword to Total Quality Management book
written by Gana Kiritharan
By Philip B. Crosby
Chairman and CEO
Philip Crosby Associates II, Inc.
Winter Park, Fl. 322790
I am very
impressed by the information Mr. Kiritharan has gathered and the determinations
he makes about its application. He is reaching out to help the reader have a
Most of those in
management, as well as many quality professionals, view quality as a sort of add-on to activity. Actually it has to become
embedded in the daily activities of
each area. We manage to deal with financial management and schedule management
as an integral portion of every thought. Continuous emphasis is placed on these
two at meeting after meeting. Executives can get fired for not taking proper
care of them.
is often handed over to the quality department for care taking. They work at
getting certifications for quality programs or winning awards or helping to meet
schedule and financial problems. Most companies with quality problems deliver
the majority of their product or service on the last week of the month.
Looking at quality
as doing what was agreed rather than “goodness” is a big step in reversing this
application custom. Quality has to be built into the fabric of the
organization. I think this book is a big step in bringing this about.
When I acknowledged for his foreword. He
requested me as follows.
HI - I am glad you find the foreword ok. I wish you well with
the book - let me know how it all turns out.
Unfortunately I faced some problems in
publishing the book as I had planned in January 2001. In September 2001, when I
published my book and started to receive some appreciation, I visited his web
site with the idea of contacting him to let him know about the success as he
asked in the last letter. But I was shocked with the message of his loss on August 18,
2001 exactly 9 months after he had issued the foreword. I left with a feeling of
deep sorrow. But I made a decision to continue my contribution to the
development of Total Quality Management as a tribute to him, which he may
have expected from every other student of "Quality College".
Philip B. Crosby's
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