The quality world lost one of its pillars in August when Philip B. Crosby died at the age of 75. Phil was a longtime
contributor to Quality Digest and was a monthly columnist for Quality Digest Online (www.qualitydigest.com). Because Phil was one of the first "big" interviews I conducted when
starting out in this business many years ago, I've always had a special fondness for him. From my first conversation with Phil way back then until our last just a few months ago, he was always
gracious, generous and straightforward.
Phil was a member of an elite group of quality leaders, which includes W. Edwards Deming, Joseph M. Juran, Walter A. Shewhart and Armand V.
Feigenbaum. These extraordinary individuals shaped the face of modern quality control. Some might scoff at including Phil in this select
group, but I believe he deserves inclusion for his unique ability to champion quality and make it understandable to the masses. Long before we rediscovered Deming and Juran in the 1980s, Phil
was promoting quality to corporate America. His landmark book, Quality Is Free (McGraw-Hill, 1979), sold more than 1.5 million copies. His Quality
College taught quality principles to tens of thousands of managers. In fact, in the 1980s it was difficult to walk into the quality department
of any major manufacturer and not see Quality College certificates on the walls. Critics labeled his theories "simplistic" and "unrealistic." His Zero Defects concept,
which preceded Six Sigma by nearly 30 years, was often derided as unattainable and thus demotivating. When I told Phil this some years ago, he laughed and said, "Why
would your goal be anything less than perfection?" Although Deming, Juran and Shewhart built the house of quality, Crosby sold it. He
advocated quality as a speaker, consultant, trainer and author. He even made a video about quality while playing golf, which was another of his passions.
I think Phil's greatest contribution to quality came from his role as a salesman. Every profession needs someone who can champion it and sell it. Phil's experience
as a vice president of ITT gave him a unique understanding of senior management, which enabled him to sell quality to them. He understood senior management's
needs. He also understood that without staunch commitment from senior management, any initiative is doomed to fail.
I'll miss Phil's unique insights, his ability to simplify complex issues, his wisdom and his wit. He was a true friend to quality, and he will be sorely missed.
If you'd like to make a contribution to the Peggy & Phil Crosby Foundation, you can send it to PO Box 1927, Winter Park, FL 32790. We'd also like to hear your
thoughts about Phil; e-mail them to me at spaton@qualitydigest.com . |
