Table of Contents

The Profile of a Problem Organization.The Quality Vaccine.Demotivation.A Quality Carol.Determination.The First Absolute: The Definition of Quality.The Second Absolute: The System of Quality.The Third Absolute: The Need for a Performance Standard That Cannot Be Misunderstood.The Fourth Absolute: The Measurement of Quality.Education.Implementation.Team Actions.Team Executions.The Saving of Emory Spellman.The Dehassling of Lightblue.Some Success Stories.Mixing the Vaccination Serum.How Come Very Little Ever Improves All By Itself?

About the Author

Phillip B. Crosby has had 39 years of hands-on experience as a quality management professional and an executive. While with Martin Marietta he created the concept of ZZeroDefects. During 14 years as Vice-President of the ITT Corporation he was responsible for quality worldwide in 87 divisions. In 1979 he founded Phillip Crosby Associates, Inc. (PCA), which became the world's largest quality management consulting firm. Each year 20,000 executives and managers attaend the Quality College of PCA.In 1991 he retired from PCA and now serves as Chairman of Career IV, Inc., in Maitland, Florida, spending his time working with those who would become executives, and speaking to groups. His other books include Quality is Free, Running Things, The Eternally Successful Organization, Let's Talk Quality, Leadeing, and The Art of Getiing Your Own Sweet Way.