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Crosby's 14 Steps on "Quality Is Free"

  1. Make it clear that management is committed to quality

  2. Form quality improvement team with representatives from each department

  3. Determine where current and potential quality problems lie

  4. Evaluate the cost of quality and explains its use as a management tool

  5. Raise the quality awareness and personal concern of all employees

  6. Take actions to correct problems identified through previous steps

  7. Establish a committee for the zero-defects program

  8. Train supervisors to actively carry out their part if the quality improvement program

  9. Hold a ‘zero-defect day; to let all employees realize that there has been a change

  10. Encourage individuals to establish improvement goals for themselves and their groups

  11. Encourage employees to communicate to management the obstacles they face in attaining their improvement goals

  12. Recognize and appreciate those who participate

  13. Establish quality councils to communicate on a regular basis

  14. Do it all over again to emphasize that the quality improvement program never ends

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