Six Sigma when zero defect becomes the standard of

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Six Sigma: when zero defect becomes the standard of innovation, "standard and innovation" permeate and presuppose each other like "science and art". The "zero defect" with great global influence is a great theoretical innovation in itself. It has also become the working standard of excellent enterprises because of its internal logic integrity and theoretical progressiveness. Only when the working standard is zero defect, quality will come, otherwise it will be too late. We have all seen the "standard innovation", but we pay more attention to the "standard of innovation". Isn't it zero defect

when zero defects become theoretical innovation

zero defects arise from both chance and necessity. It comes from chance because an event that seems to happen by chance becomes an opportunity for inspiration; It must be because it is time for people to make a breakthrough in the practice of quality improvement. At the right time, Crosby put forward the "zero defect" that shocked the world, and human quality practice has entered a new era

people are surprised to find that "zero defect" itself is a product of common sense and instinct. It is simple and clear; It points directly at the heart of the people and is in the middle of an arrow. Therefore, it has an inborn subversive power. Therefore, once we deconstruct the production environment and path of this concept, we can show the mental process of a "quality guru" and gain insight into the "origin" of a still unfinished revolutionary wave

first describe Crosby in a rational language familiar to the West: at that time, Time magazine wanted to write an article about the new changes of Martin company, so it came to interview him. They talked with the company's senior managers for about 8 hours and took countless photos. It was Crosby's turn to be the last interviewee. He was called to the public relations office for an interview, which lasted only 10 minutes; Then they sat him down, picked up the missile model on the desk in the director's office and posed for them to take photos

unexpectedly, they only adopted this photo in the end. Moreover, the article they wrote was completely about Crosby and how he created the concept of "zero defect". They also pointed out in the article that the so-called "motivation theory" is only an expedient, and prevention is the purpose of promoting quality management

"aha, great!" Reading the article, Crosby applauded. He did not expect that time magazine should be so smart and sharp. However, the article caused some executives of the company to misunderstand Crosby. They criticized "his practice" and even thought that he was "a small man who gets his way". However, Crosby was as calm as water. He firmly believed that the concept of "zero defect" itself was unshakable

from then on, the thick snow of myth and misunderstanding on "zero defect" gradually melted away, and people began to talk about the ideological system and action philosophy of "doing the right thing right for the first time". So that Americans say: it's an incredible thing to engage in quality management without knowing Crosby

MBA students often ask him, "Mr. Crosby, can you talk about the secret of your success?" He always said with deep feeling: "the secret of my success is one sentence: 'to be useful and reliable!' (to be useful and reliable) it is with this secret that I became a director and department manager from a worker who earns 315 yuan a month, and became the vice president of a company that continues to rank 11th in the Fortune 500..."

the internationally famous management masters have given praise words to Crosby. Like Warren? Bennis (the international leadership new material is the forerunner of the development of the material industry, and the leadership consultant of the four U.S. presidents) said: "he has long been recognized as the master of the quality movement. I like Crosby's suggestions because they are very down-to-earth and highly operational." The world-famous management wizard Tom? Peters also said: "Crosby says his process is customer-oriented. I am an admirer of him, although he doesn't think so."

approach Crosby with Oriental perceptual thinking: the Zen enlightenment school represented by Shenxiu advocates that the body is a bodhi tree and the heart is like a mirror. Wipe it frequently, and don't make it dusty. "I should wipe the mirror of my heart every day, and don't let it be stained with any dust.". This is very similar to the thinking of traditional quality managers: "a mirror like heart" is "quality", "wiping" is all kinds of methods of "quality control", and "dust" is all kinds of possible "defects". The goal of quality management is to find defects, pick out the bad ones and leave the good ones. That is quality

but Huineng said, "no, I have nothing. Where can I wipe the dust for you?" As a master of Zen epiphany school, he does not think that human cognition must go through a so-called step-by-step stage, but can achieve a leap. I like Huineng so much that he brings our mind into a new realm without hindrance; It is he who makes us suddenly open up from all kinds of self righteous narrow world views and finds "another village with bright flowers in the dark", so we can better appreciate the artistry of quality management

in fact, Julan and Deming are quite like masters of Shenxiu, while Crosby is more like masters of Huineng. Just as he said, "are defects acceptable?" We all know the concept of "acceptable defect rate". However, if the quality is zero defect, why should I wipe the "mirror" of "quality"? This kind of vision and realm of "directly pointing to the people's minds and becoming Buddhas from their own experience" is truly groundbreaking in the West where the mathematical analysis school dominates the world

when zero defect becomes the working standard

if the first quality revolution liberates quality from the corner of inspection and becomes an industrial engineering supporting mass production, the second revolution liberates quality from the workshop and becomes a management engineering and business philosophy satisfying customers, employees and suppliers. The former is based on the quality control of Applied Mathematics, in order to keep the quality in people's hands; The latter is based on the quality culture of management, in order to keep the quality in people's hearts

the former is the quality of "blue collar", because they think the problem lies with them; The latter believes that the "white-collar" is the problem. Therefore, the concept of "integrity" - a dynamic quality function method including the integration of quality, finance and relationship, is used by managers to practice

"sneak into the night with the wind, moisten things silently." "Imperceptible influence" is the characteristic of "zero defect" quality philosophy. We have mentioned "zero defect quality management" many times. The most obvious feature of zero defect management can also be described by the word "imperceptible influence". In other words, it is the cultivation of a 360 ° company quality atmosphere from top to bottom, from the management level to the most grass-roots employees

we want to emphasize this 360 ° quality all-round management concept. Quality is no longer a confrontation between management and employees, just like the manager sitting on the hot-air balloon and the quality engineer walking on the ground, but a creation of corporate culture in which all employees participate. In this quality consciousness that permeates every employee's mind, any behavior that ignores quality, any behavior that is ambiguous, muddles along, does not meet customer requirements and attempts to muddle through are shameful. In this regard, the management must establish a strong and authoritative image, so that employees can experience the firm determination and uncompromising management style of the upper level to implement the quality policy to the end

if the management is enthusiastic about the formulation and implementation of quality policies for three minutes, the so-called 360 ° quality management will fall into a joke without constructive results. Quality management is a process of continuous improvement. As an idiom, we must uphold the spirit of "perseverance". We believe that one day we will be able to "be sincere and open to gold and stone". The painstaking efforts of the management in instilling quality awareness may be well understood and implemented by the employees, After the cultivation of enterprise quality culture is mature, another 360 ° quality management can even be realized: employees spontaneously supervise the negligence and relaxation of management in quality management from bottom to top

Lao Tzu said, "no one in the world is weaker than water, and no one who is strong enough to overcome difficulties can make it easy." The omnipresent quality culture of the enterprise should be as natural as water and air, so that employees can get used to such an atmosphere. Any action against the quality culture of the company can cause sensitive reactions of employees, so as to achieve the role of prevention. Water dissolves and merges all things. If the quality culture is recognized and maintained by all managers and employees, it can become a powerful guiding force

the pursuit of zero defects represents the core DNA of corporate image and company construction, producing demonstration effect and reinforcement effect. The zero defect working standard is the 360 ° quality management working standard, the integrity working standard, and the working standard committed to "doing the right thing right the first time". Please note: we are talking about working standards

when the standard of innovation is zero defect

there are different opinions on the understanding of innovation. In fact, artists are most creative. For an artist, his unique personality is his most valuable wealth. The reason why an artist stands out is that he is different. I always like to think of entrepreneurs as artists. They creatively recombine resources to achieve new careers, just as photographers recombine elements such as color, outline, light, shadow and texture to create new works. Schumpeter believes that entrepreneurship is a factor of production and the most scarce resource in the market economy

the understanding of quality is also varied and different. The US military defines quality as: quality is the total of all attributes or characteristics and performance of a thing or product; ASQ (American Quality Association) believes that quality connects the features, features and functions of a product or service to meet the explicit or potential requirements of customers; Crosby defines quality as: meeting requirements. Whose requirements, of course, are the requirements of customers. What requirements are met? Of course, it is not only the existing, explicit or easily identifiable requirements; And more is the implicit, fuzzy and psychological requirements

if we want to talk about quality, we must talk about innovation. This is just like when Sony launched Walkman, music fans all over the world were crazy about it. The global buying boom was like a volcanic eruption. That is because Sony's R & D team found and met the potential needs of customers, such as mobility, portability, etc. How can it be compared with simply meeting the existing needs of customers? Therefore, the relationship between innovation and quality is as inseparable as red lips and white teeth

Crosby's zero defect quality philosophy emphasizes that the quality system is prevention. The prevention mentioned here not only refers to the prevention of quality problems, but also refers to the proactive discovery of customers' potential needs, so as to create "zero defect" products and services that perfectly meet customers' requirements. Isn't this innovation


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