October 19, 2007

Quality is Free

Today in the guest presentation, Mr. Goodsell mentioned the Crosby Model or better known as Quality Management Maturity Grid. QMMG is one of the first models to benchmark the maturity of the processes. It was proceeded by the famous Capability Maturity Model (latter Capability Maturity Model Integration) a decade latter, which is adopted as the procurement standard of Department of Defence in U.S. of A.

The QMMG was first published in the book named Quality is Free written by Phil Crosby. (seems so many good books are out of print now a days! However our library has one copy) Mr. Crosby worked for Gleen L. Martin Company which now exists as Lockheed Martin after a number of mergers over time, as well as ITT Corporation which is another leading U.S. defence contractor.

Interestingly, his 14 steps quality improvement programme was more like a set of papers than what people recognise as process today. Also the definition of quality has changed in a great deal, since he defined the 4 major principles of "Doing it Right the First Time":

        • Quality is Conformance to Requirements
            • The Management System is Prevention
                • The Performance Standard is Zero Defects
                    • The Measurement System is the Cost of Quality
                    I doubt if they would still be held as correct today. Quality is no longer considered as a conformance to requirements, but satisfy customer expectations or even exceed. The role of management is no longer reactively to prevent defects, but proactively to build excellent practises within the organisation.

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