ABSTRACT
Philip Crosby graduated from Western Reserve University and had a professional career in quality management suggesting that ‘What costs money are the unquality things – all the actions that involve not doing jobs right the first time’. Crosby’s philosophy is seen by many, for example Gilbert, to be encapsulated in his five ‘absolutes of quality management’. Going in to the first lockdown in 2020 with work effectively suspended, Henry considered that at least until uncertainty about future income began to be resolved he should husband his cash reserves. In consequence he suspended regular transfers to his pension and savings providers. Crosby’s principal method is his 14-step programme for quality improvement. It is essentially very straightforward, relies on a combination of both quantitative and qualitative aspects. A whole -hearted embrace by management of these two steps alone may be considered a major achievement, especially in organisations operating in the digital environments where high technical specialism is often critical to individual performance.
