47 Quotes by Phil Crosby

You are going to be measured anyway by some means, fair or foul. Usually the one doing the measuring has nothing specific in mind; so he does it by the seat of his pants. Careers are destroyed in this manner.

Successful people breed success.

The customer deserves to receive exactly what we have promised to produce - a clean room, a hot cup of coffee, a nonporous casing, a trip to the moon on goassamer wings.

It is not possible to know what you need to learn.

If you don't know what the defect level is, how do you know when to get mad?

People are conditioned to believe that error is inevitable.... However, we do not accept the same standard when it comes to our personal life. If we did, we would resign ourselves to being shortchanged now and then when we cash our paychecks. We would expect hospital nurses to drop a certain percentage of all newborn babies. We would expect to go home to the wrong house periodically. As individuals we do not tolerate these things. Thus we have a double standard, one for ourselves, one for the company.

Many managers feel, somewhat cynically, that people are being paid to do their jobs and that's that. This attitude reflects an insensitivity to people that is a trademark of many hockey-style managers.

It isn't what you find, it's what you do about what you find.

Quality management is needed because nothing is simple anymore, if indeed it ever was.