Crosby's 14 Steps for Improvement

Organizing Long Term Quality Improvement

Business man running up steps.

Use these steps to guide your organization through a large quality improvement initiative.

© iStockphoto/shironosov

Your boss has put you in charge of quality improvement in your department, and it's a big responsibility.

Quality is really suffering in some areas, so you need to make changes. However, there's so much to do that you're not sure where to start, or how to organize this initiative.

At present, input errors are common, and invoices aren't being sent out on time. And people aren't responding to customer enquiries quickly enough, so you're receiving a lot of complaints.

Large-scale change initiatives can seem overwhelming unless you have a framework in place to help. In this article, we'll look at Crosby's 14 Steps for Quality Improvement, a tool that you can use to manage long-term quality improvement.

Note:

Crosby's 14 Steps for Improvement was an early tool used for quality improvement. However, things have moved on a lot in this area, and approaches like Six Sigma   may be more appropriate in many situations.

About the Tool

Philip Crosby, quality expert and founder of Philip Crosby Associates, developed his 14 Steps for Quality Improvement and published them in his 1979 book, "Quality is Free."

Crosby recognized early on that quality in an organization is everybody's responsibility, not just that of a quality control manager. He also understood that managers need a framework that they can use to guide the process of quality improvement, and manage the inevitable changes that go along with it.

... for the complete article:

Mind Tools Club members, click here.

Join the Mind Tools Club to finish this article AND get 1,000 more resources

Join now for just $1, first month

"When I started using Mind Tools, I was not in a supervisory position. Now I am. Along with that came a 12% increase in salary." – Pat Degan, Houston, USA
Add this article to My Learning Plan

Where to go from here:

Join the Mind Tools Club

Click to join Mind Tools
Printer-friendly version
Return to the top of the page

Create a Login to Save Your Learning Plan

This ensures that you don’t lose your plan.


Connect with…

Or create a Mind Tools login. Existing user? Log in here.
Log in with your existing Mind Tools details
Lost Username or Password
You are now logged in…

Lost username or password?

Please enter your username or email address and we'll send you a reminder.

Thank You!

Your log in details have been sent to the email account you registered with. Please check your email to reset your login details.

Create a Mind Tools Login
Your plan has been created.

While you're here, subscribe to our FREE newsletter?

Learn a new career skill every week, and get our Personal Development Plan workbook (worth $19.99) when you subscribe.


Thank You!

Please check your Inbox, and click on the link in the email from us. We can then send you the newsletter.