Phillip Crosby, PhD, former president of the American Society for Quality, established
Four Absolutes for Quality Performance. These "
Absolutes" are just as applicable to service industries as they are to manufacturing:
- Definition of quality is conformance to requirements, not goodness
- System for causing quality is prevention, not appraisal
- Performance standard is zero defects, not “that’s close enough”
- Measurement of quality is the cost of nonconformance, not indexes
Although "
Zero Defects" may be an impractical goal for most businesses, it nonetheless is an interesting a worthy ideal parameter. The broader point is, of course, to
know what you are measuring and what the proper standard of measurement should be.
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