菲利浦·克勞士比
被譽為"本世紀偉大的管理思想家"
質(zhì)量是免費的。它不是禮物，但它是免費的?；ㄥX的是那些不質(zhì)量的東西——所有那些沒有第一次就把工作做好的行為。
Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not part of the fabric.
質(zhì)量是精心構(gòu)建的文化環(huán)境的結(jié)果。它必須是組織的結(jié)構(gòu)，而不是結(jié)構(gòu)的一部分。
The first step in quality improvement is to understand what the customer really wants.
質(zhì)量改進的第一步是了解客戶真正想要的是什么。
Quality is not an act, it is a habit.
質(zhì)量不是一種行為，而是一種習(xí)慣。
The performance standard must be Zero Defects. Not 'that's close enough'.
績效標準必須是零缺陷。不是“差不多就行了”。
There is no such thing as a quality problem. There are only problems of people not doing what they are supposed to do.
不存在所謂的質(zhì)量問題。只有人們沒有做他們應(yīng)該做的事情的問題。
The problem of quality management is not what people don't know about it. The problem is what they think they do know.
質(zhì)量管理的問題不是人們不知道它。問題是他們認為自己知道。
Quality is conformance to requirements, not goodness.
質(zhì)量是符合要求，而不是好。
Zero Defects is a management standard aimed at the prevention of defects by focusing on the prevention of errors.
零缺陷是一種管理標準，旨在通過專注于預(yù)防錯誤來預(yù)防缺陷。
The first erroneous assumption is that quality means goodness, or luxury, or shininess, or weight.
第一個錯誤的假設(shè)是質(zhì)量意味著好、奢華、閃亮或重量。
Quality is free. It's not a gift, but it's free. What costs money are the unquality things -- all the actions that involve not doing jobs right the first time.