Philip Bayard CROSBY was along with Joseph Juran and Edwards Deming one of the greatest quality gurus of management. Starting a career as quality director of INternational Telephone and Telegraph, in the early 1960s he created the concept of zero defects in service/product delivery. The main idea behind this concept was that people were supposed to make as their goal getting as close as possible to perfection. Product flaws should not be considered normal so analysis on what areas are the main sources of errors and the ensuing corrective measures should be standard practices in the work force to cut back on product defects. His focus on zero defects is strikingly similar to the focus of the Six Sigma program of continuous improvement. According to him, zero defects quality didn't start at the assembly line but at the management , who was responsible for fostering an environment more favourable to employees' creativity and responsibility. The four basic requirements of quality management often championed by Crosby are:
-Quality is defined as conformance to requirements, not as 'goodness' or 'elegance'.
-The system for causing quality is prevention, not appraisal.
-The performance standard must be Zero Defects, not "that's close enough".
-The measurement of quality is the Price of Nonconformance, not indices.
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