Crosby wrote an excellent book that is very useful to managers, quality professional and any individual concerned about quality. The author clearly explains the meaning of quality, which is conformity to requirements. He also shows a useful way to measure quality in terms of cash and not just the usual metrics such as the number of rejects per specified number of units produced. The profits that would flow from producing quality products and services is a good measure. Crosby explains that adopting the cost effective practice of preventing errors will result in avoiding rework, scrap or servicing, which result in increased profits.
The author explains that quality processes should pervade the whole organisation, including areas like public relations or industrial relations, and not confined to customer specific areas.
The book is practical oriented with the author providing some suggestions on how to implement his philosophies in a manufacturing organisation. The book is a bit dated but this does little to diminish the quality of the author''s message. The book is applicable to all organisations in any industry, although the author had a bias towards manufacturing enterprises. This is a classic book that is highly recommended.
"Still Free" is just an account of Crosby''s career from his earliest work experiences, through ITT to his own quality consulting firm. The focus, however, is almost always on quality philosophy and implementation, rather than personal matters - they are touched on only to illustrate the professional aspects. Generally, it is a good account but I doubt that this is a reasonable form of explaining author''s quality philosophy because it''s intrinsically simple and intuitive; as far as can be seen from the book, it has not evolved much over years of its application by the author. This being the case, it is not worth explaining in this particular form.
Preface to Quality is Free
Preface to Quality is Still Free
Chapter 1. : Revisiting “Making Quality Certain”
Chapter 2. : Making Quality Certain
Chapter 3. : Revisiting “Quality May not be What You Think it is ”
Chapter 4. : The Quality Management Process Maturity Grid
Chapter 5. : The Complete Transaction Rating
Chapter 6. : How Concepts Originate
Chapter 7. : ITT-Setting Up to Make Quality Certain
Chapter 8. : ITT-Applying the Concepts
Chapter 9. : PCA-Creating a Role Model Company
Chapter 10. : PCA-The Experiences
Chapter 11. : PCA-Growing
Chapter 12. : The Quality Improvement Process Revisited
Chapter 13. : The Tough Company
Chapter 14. : Make Certain
Epilogue
Guidelines for Browsers
Index
