Philip Crosby Philosophy

Crosby said that quality is “conformance to requirements”. Let us define first the word conformance. Conformance is same as conformity, noun, it means to comply with the standards, rules, or laws that was set. If we follow a requirement that was given, then it is a quality. Crosby has basic principles that can result to a total quality management if it was observed. The 6 basic principles are (1) “Do It Right the First Time”, (2) “Zero Defects” and “Zero Defects Day”, (3) “Four Absolute of Quality”, (4) “Prevention Process”, (5) “Quality Vaccine”, and (6) “Six Cs”.

We will only focus on the 3 principles that we will relate to the Uncle Cheffy.

“Do It Right the First Time”
In this principle he emphasize that to manage quality it is needed to be prevented rather than to be detected nor to be tested. In relation to our chosen business/service

“Quality Vaccine” Crosby sees that the management needs to continuously “vaccinating” their employees to come up with a good quality that may also result in “Zero Defects”. Based on our understanding the management should continuously provide benefits and rewards to their employees. Most of the studies show that if the employees were given rewards they tend to be more productive and inspired. We know that if an employee is inspired, he knows what he’s doing and he will be efficient with less error.

“Six Cs” Comprehension, Commitment, Competence, Communication, Correction and Continuance; those are the Six Cs that Crosby is referring to. Most of the restaurants aim to have quality service and quality food but to achieve that the management and employees should understand first the meaning of quality before they can provide a quality service and quality food and that is comprehension. Next is commitment, we observed that the employees of the restaurant were committed with their job because they are happily providing us a good service and receiving our requests without any complain. Based on what Crosby said that the commitment should start from the management, we concluded that the management really passionate in what they are doing, that’s why their employees became passionate and interested with their job. The Uncle Cheffy were providing training and team building for their staff and employees; this is called competence. These can help them to gain good relationship to each other and to their colleagues. When the work place is peaceful and as well as the environment then the employees can perform their job effectively and efficiently. Good communication is a key to a good relationship. Like we’ve mention earlier it has the same outcome like in competence. We can learn from our mistakes but for Crosby it is better to have less or zero mistakes nonetheless we can still learn. Some management implements penalties and/or punishments, sometimes this can be an effective way to manage but it can also be ineffective when it was overused. It should only be used in the right way and does not be misapplied. In restaurants they implement penalties to their employees when they achieve a current number of late, sometimes they deduct it from their salaries or will fill-out the minutes of their late to their shift. Correction is ways to achieve good conformance quality because it tends to scare the employees to avoid make errors. Last is the continuance, it is not easy for a business to afford repetition and reproduction because of high cost and limited time. In relation to Uncle Cheffy, they could afford to have the wrong prepared food because the customers might get bored and annoyed while waiting for their food, and that can led to low customer satisfaction and negative feedback.