Phil Crosby Quotes
People are conditioned to believe that error is inevitable.... However, we do not accept the same standard when it comes to our personal life. If we did, we would resign ourselves to being shortchanged now and then when we cash our paychecks. We would expect hospital nurses to drop a certain percentage of all newborn babies. We would expect to go home to the wrong house periodically. As individuals we do not tolerate these things. Thus we have a double standard, one for ourselves, one for the company.
Citations
Crosby, Philip B. Quality is Free: The Art of Making Quality Certain. McGraw-Hill, 1979, p. 16.
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Philip Bayard "Phil" Crosby, was a businessman and author who contributed to management theory and quality management practices.