The Cost Of Quality

James H. Burrill, 2/6/97

In a previous essay I talked about whether our profession was changing so fast that implementing ISO 9000 would be a hindrance. I put off discussing whether ISO 9000 was cost effective. I don't think I can answer this question to any doubter's satisfaction. I think that the cost effectiveness can only be demonstrated by applying ISO 9000 and seeing what the results are. Even then, there will be some people who claim that any improvements were due to other factors. Life is uncertainty. There are no provable Truths. Sometimes one must go on faith alone.
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.
Crosby, Quality is Free: The Art of Making Quality Certain, Mentor, 1980.
We talk about "moments of truth" that changed people's lives - their epiphany. The same is true for companies. For many companies the saying about alcoholics must also apply: "They have to hit bottom before they are willing to change." When it comes that a painful change must be made in order for a company to survive, it either changes or dies. When the need for change is apparent to everyone, a change is made.
For extreme illnesses, extreme remedies are most fitting.
Hippocrates
We are not at our moment of truth. Nothing is seriously wrong. So, in these circumstances what can I do to try to convince you that ISO 9000 is cost effective? I can't testify to any past personal experience in support of my belief. I have read other people's testimonials. I can point to the things they have written. I can point to the growing list of companies who have adopted ISO 9000 and the smaller list of companies who will not deal, by choice, with a non-ISO 9000 registered company. But, in the end, none of this will prove anything.
Life is the art of drawing sufficient conclusions from insufficient premises.
Samuel Butler
You have to look inside yourself and look around yourself and ask yourself some questions:
Am I dissatisfied with the current state of affairs?
Do I think improvements can be made?
Do I believe that they would be worth the effort?
Do I think that more formal communication, as recommended by ISO 9000, would help with some of the problems?
If the answer is yes, then tell your supervisor that you would like to take some time to investigate applying ISO 9000 to your efforts.
Given a choice, most people opt for pursuing a lofty goal, not only in times of crisis but at all times.
Senge, The Fifth Discipline: The Art and Practice of the Learning Organization, Doubleday, 1980.
My door is open. Come and talk to me. I am always ready to help.
Life is the art of drawing sufficient conclusions from insufficient premises.
Samuel Butler
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