How does a quality professional become more valuable to his or her organization?
Crosby: Good question. I’d say that this person must satisfy the following needs: Understand more about the science of management so he or she can help leadership create a reliable organization. Get rid of the idea that the quality department is responsible for quality. (The comptroller is not responsible for profit.) Get rid of the idea that variation means there should be errors in everything. Develop the understanding of prevention rather than detection in all areas of the organization. Learn to present ideas and comments in a clear, understandable way. Work harder at helping others to be successful. QP: OK, it seems that a lot of your needs deal with a person’s character, not quality skills or technical aptitudes. Crosby: You are right. One thing I have noticed about successful people is that they have a few things in common. First, they speak and write their native language clearly and correctly. They have a pragmatic vocabulary and are easy to understand. Second, they are unfaili
