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The 14 Steps to Quality Improvement are quality guru Philip Crosby’s recipe for long-term process improvement. His opinion was that these steps were the responsibility of management but involved the people who did the work. These steps provided guidelines as well as a method for communicating his Four Absolutes.

The 14 Steps to Quality Improvement:

  • Step 1: Management Commitment
  • Step 2: Quality Improvement Team
  • Step 3: Quality Measurement
  • Step 4: Cost of Quality Evaluation
  • Step 5: Quality Awareness
  • Step 6: Corrective Action
  • Step 7: Establish an Ad Hoc Committee for the Zero Defects Program
  • Step 8: Supervisor Training
  • Step 9: Zero Defects Day
  • Step 10: Goal Setting
  • Step 11: Error Cause Removal
  • Step 12: Recognition
  • Step 13: Quality Councils
  • Step 14: Do It Over Again

Elisabeth Swan

Elisabeth is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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