Crosby and Definition of Quality

[CLN852@aol.com]

In a message dated 4/11/2001 2:32:57 AM Central Daylight Time, 
den.list-d-request@deming.ces.clemson.edu writes:

<< The phrase "Quality of Conformance" seems to have come from
    Phil Crosby who defined quality as "conformance to
    specification".  I suppose, therefore, people mean to
    describe how well a final product matches the specification.
  >>
Crosby has always maintained the definition of Quality as "Conformance to 
Requirements." Crosby views the idea of "requirement" as broader than 
specification. Requirement from Crosby's view includes the idea of 
understanding how the customer will use the product and service and goes 
beyond just meeting specifications. It is easy to see how Crosby's idea is 
often narrowed to specification. Words are very important and "Requirement" 
does not serve Crosby's intent well. One must read his materials to 
understand the broader use of "requirement" in the Crosby philosophy. Deming 
had often said that just meeting customer requirements is not enough. The 
supplier must understand how the customer will use the product and service. I 
have had several conversations with Crosby on this issue and he agrees 
completely with Deming. In Phil's mind, a requirement is not established 
until the supplier has listened to the customer and has made the attempt to 
thoroughly understand how the product and service will be used by the 
customer. No where in Crosby's many publications has he ever used the phrase 
"Conformance to Specification." 

Cliff Norman
API- Austin