Crosby, Philip B.; Reimann, Curt (1991, ASQC) Career IV
Philip Crosby says the Malcolm Baldrige National Quality Award emphasizes processes rather than results. In response, Curt Reimann says that the Award criteria are clearly customer driven. Crosby sees a relationship between the Baldrige Award and the acceptable quality levels (AQL) of government military specifications or the casual view of quality in ISO (International Standardization Organization) 9000. Reimann finds that the Baldrige criteria focus on continuous improvement, not on AQL. Crosby sees no clear or useful definition of quality in the criteria, while Reimann feels that the criteria link quality with customer requirements. Crosby suggests that customers nominate Baldrige candidates, but Reimann worries about the inconsistent application of criteria. Crosby contends that the Baldrige criteria may tempt managers to disassociate themselves from quality initiatives, while Reimann sees management commitment to quality as a major Baldrige theme.
Acceptable quality level (AQL),Continuous improvement (CI),Malcolm Baldrige National Quality Award (MBNQA),ISO 9000,Customer focus