THE CROSBY QUALITY "VACCINE" by Philip B. Crosby November 22, 1982 Recently I was asked to explain, in a few words, just what PCA did and how it related to client companies. While doing that the thought occurred to me that since we deal primarily in prevention, we are really concocting a vaccine to prevent nonconformances. Those companies who come to us do so because they have made a decision that they need quality improvement. What we offer them is the result of 30 years of "hands on" quality experience. The concepts and techniques we use were developed in the real world. They have been successfully used in service companies such as hotels, insurance and administration. They have been installed successfully in manufacturing operations from semiconductors to cookies. All that is required to establish the quality improvement process in a company is the recognition that it is needed and the willingness to invest a lot of hard work and time. The result is assured, We see companies that are reducing their Price of Nonconformance 25% and more each year. We see the hassle of quality disappearing quickly, and we see reputations for quality blossoming where only dissention existed before. Phillip Crosby Associates II, Inc. All Rights Reservedvaccine page two The "VACCINE" There are three main segments in the vaccine and each of them has components. DETERMINATION- the recognition that quality improvement is vital to the growth, prosperity, and even the survival of the company. EDUCATION - each and every employee of the company has to understand their role in the quality improvement process. IMPLEMENTATION - installing the process is a matter of a logical communication and action flow that requires no additional people or equipment. Phillip Crosby Associates II, Inc. All Rights ReservedVaccine page three HOW PCA HELPS A COMPANY CAUSE QUALITY IMPROVEMENT DETERMINATION. Everyone is for quality but most managers don't do much about it until they realize what it costs in money, reputation and frustration to not have it. Also, many management teams feel that the quality function is responsible for making it all happen. Nothing will happen until the senior executives are deeply involved. To help this happen, PCA provides: - Awareness presentations to management groups - Counseling on analysis *Cost of quality determination °Problem evaluation - Strategy development - Market effect determination EDUCATION. Each and every employee must understand their role in causing quality improvement and making it a part of the ordinary culture of the company. The basic understanding is required by all: What is Quality? What system must be used? What performance standard is necessary? What measurement is essential? Phillip Crosby Associates II, Inc. All Rights Reservedvaccine page four Those who are going to manage, explain or conduct the process need additional information. To take care of all organizational levels, and to permit the company to conduct the education of the majority themselves we have designed the education program to include these courses: EXECUTIVE COLLEGE. Two and one half days of intensive immersion for senior management. This lets them understand the concepts and techniques involved in the process, and know their role in making it all happen As in our other course, most of the teaching is done through case histories (on video tape using actors), workshops, and discussions MANAGEMENT COLLEGE. Four and one half days for those who will be implementing the process. Operating managers, quality improvement team personnel and those who will be instructors for the Quality Education System should attend. This course includes much of the Executive College material plus emphasis on communication and the fourteen step implementation technique. QUALITY EDUCATION SYSTEM. Fifteen sessions of two hours each. This course consists of video tapes, workshops, discussion and notebooks. It is designed to be taught by the client company to all of the employees who do not attend the Quality College. QES instructors are taught by PCA and supported, as required, until the internal education is established. QES assures that a permanent instruction system with standard content can be used inside the company. This personalizes the course to that company's culture. WORKSHOPS. Two and one half day sessions are held for those who have previously attended the Executive or Management courses as a Prerequisite. These workshops are on several subjects and serve to Prepare different functions for their role in implementation Phillip Crosby Associates II, Inc. All Rights Reservedvaccine page five Supplier Quality Management. How to bring the suppliers together, develop a comminication - and reduce supplier caused errors to zero. Cost of Quality. How to determine the Price of NonConformance and the Price of Conformance in the administration, service, manufacturing and all areas of the company. And then report it as a management tool. Quality Improvement Team Management. How to set up a team and have them happily participate in causing quality improvement in all areas. Clinics. How to solve specific problems. Corrective Action. How to set up a system that is practical, effective and used. (ALL QUALITY COLLEGE COURSES ARE TAUGHT IN WINTER PARK FLORIDA FOR U.S. CLIENTS. THEY ARE ALSO TAUGHT REGULARLY IN SINGAPORE AND BRUSSELS. IN SOME CASES THEY CAN BE TAUGHT NEAR CLIENT INSTALLATIONS IF THE PCA COUNSELOR FEELS THAT IS THE PROPER STRATEGY WORKSHOPS ARE ROUTINELY TAUGHT IN CLIENT SITES. QES IS TAUGHT BY THE CLIENT AT THEIR SITE.) IMPLEMENTATION. The Quality College teaches the fourteen step implementation Process. The PCA counselors provide an experience bank for those who manage the implementation. As part of all this, a complete company strategy needs to be developed and monitored. It is this strategy that determines who goes to what school, and how the process will proceed through the company. Phillip Crosby Associates II, Inc. All Rights Reservedvaccine page six HOW TO BEGIN We recommend that those executives charged with establishing quality improvement in their company register for seats in a mixed Executive College. These are usually conducted each week. The classes contain up to 22 executives from different companies Attendance at a class will let the executive learn the content of the quality process. After class the PCA counselor will sit down with the attendees for a full or half day to begin the development of a strategy and relationship. At the same time several company managers might want to attend a Management College HOW LONG DOES IT TAKE TO GET BETTER? Quality Improvement happens very quickly. It is a process, not a program, so it must move in a methodical fashion. However the primary change is in comprehension and attitude. Systematic alterations come along in due time, but education comes first. We see an immediate reduction of errors when employees realize that management is determined to improve things. We see permanent improvement when everyone has a common language of quality and is working at meeting the requirements PCA was founded in 1979 and has worked with hundreds of clients. We have learned that the rate of improvement is a direct function of how hard they work at it. Phillip Crosby Associates II, Inc. All Rights Reserved