Philip Crosby e Gestão de Qualidade

Por
Pedro Santos
-
92
3280

Philip Crosby foi quem promoveu a ideia do “defeito zero”. Para este autor a qualidade deve estar intimamente associada às especificações desejadas pelos clientes.

Segundo Crosby, a Qualidade de uma empresa não pode ser medida apenas pela qualidade de seus produtos finais. A qualidade é a soma das qualidades obtidas nas diversas atividades, uma das quais é a produção.

Crosby também propôs o conceito conhecido como “fazer certo desde a primeira vez”. Assim, todos na organização deveriam se preocupar sempre com a qualidade.

Os Princípios universais para a Gestão da Qualidade (4):

1-Definição da qualidade: Cada Indivíduo tem sua definição pessoal do que é qualidade, como um conceito primitivo. Se a qualidade for definida como CONFORMIDADE AS ESPECIDFICAÇÕES, fica estabelecida uma base para um entendimento comum sobre qualidade.

2-Erro/Defeito Zero: Um sistema só será Gerador da Qualidade se for voltado à PREVENÇÂO, ou seja, a eliminação dos erros antes de seu acontecimento.

3-Padrão Estabelecido: O padrão de desempenho buscado deve ser ZERO DEFEITOS, Zero Defeitos quer dizer que deve-se respeitar as especificações.

4-Medidas Da Qualidade: Retrabalho, revisões, esperas, tempos, mortos, serviços de assistência técnica para reparos, etc. São componentes deste custo. Ou seja, a qualidade deveria ser medida pelo custo de perdas com a falta de qualidade. Estes itens devem ser eliminados.

QUESTÃO ERRADA: Segundo um dos princípios de Deming, o lançamento de campanhas de defeito zero e a criação de slogans pelas organizações devem ser utilizados para incitar os colaboradores a alcançar o nível zero de falhas e os níveis mais altos de produtividade.

Philip Crosby foi um escritor americano que introduziu a ideia do “defeito zero”, ou seja, a noção de intolerância com “padrões de qualidade”. Para ele, a qualidade deveria ser focada nas necessidades e nas especiações desejadas pelos clientes. Qualidade seria, portanto, atender a conformidade com certos requisitos necessários e desejados pelos clientes. Outro conceito associado ao seu nome é o de se “fazer certo desde a primeira vez”. Assim, todos os funcionários deveriam preocupar-se em garantir que seus processos e atividades fossem sempre feitos com qualidade.

QUESTÃO ERRADA: Um dos princípios do método desenvolvido por William E. Deming, um dos principais teóricos da administração da qualidade, é a criação de slogans, exortações e metas nos quais se peça aos empregados “zero defeito”. Segundo esse teórico, a adoção desse método eliminaria a ocorrência de defeitos desde o início do ciclo produtivo.

1° erro: Deming primava pela eliminação de slogans e APO.

2° erro: Defeito Zero > CROSBY

QUESTÃO CERTA: CROSBY – Ênfase em procedimentos para prevenção de defeitos e correção de desvios.

QUESTÃO CERTA: Philip Crosby propõe uma sequência de passos para a implantação de um programa de melhoria da qualidade nas empresas/instituições. Dentre eles, está a avaliação do custo da não qualidade: em que as equipes da melhoria da qualidade deverão fazer uma estimativa dos custos da não qualidade como, por exemplo, despesas com retrabalhos, despesas com trocas, de forma a identificar zonas prioritárias em que as ações serão imediatamente rentáveis.

QUESTÃO CERTA: Uma organização cujas ideias sejam pautadas nas propostas de Crosby deverá adotar programas em que os colaboradores sejam orientados a fazer suas atividades corretamente desde a primeira vez, buscando-se o zero defeito.

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QUESTÃO CERTA: O foco dos estudos de Crosby se direciona para a qualidade representada pela conformidade com as especificações e com as exigências do cliente.

QUESTÃO CERTA: Crosby enfatiza a importância da prevenção, e não da inspeção, apresentando o conceito de “zero defeitos”, no qual orienta que é economicamente mais vantajoso fazer certo logo na primeira vez que ter de refazer.

Crosby foi um dos primeiros profissionais a associar Qualidade a requisitos pré-estabelecidos. Antes dele, havia um conceito muito vago sobre o assunto, como se ela fosse apenas algo bom ou nobre. Além disso, a qualidade geralmente se dedicava contabilizar os erros e defeitos apenas depois que eles aconteciam.

Crosby estabelecia que a Qualidade seria alcançada quando a produção conseguisse entregar produtos que atendessem aos padrões estipulados pela administração. Os padrões, por sua vez, deveriam ser definidos de acordo com as necessidades do cliente e procurando aumentar satisfação dele.

O Defeito Zero. Para ele, a ausência de defeitos deveria ser o padrão de desempenho dos sistemas de gestão e que o segredo para alcançar essa ambiciosa meta estava na prevenção.

Fortemente influenciado pela medicina, Crosby defendia que os defeitos deveriam ser antecipados e evitados, e não contabilizados. Segundo ele, admitir uma margem de erro antecipadamente criava uma profecia autorrealizável, que por si só faria com que os defeitos acontecessem.

QUESTÃO CERTA: Tomando por base a formalização da ideia central de qualidade definida por Deming, Juran e Crosby, a afirmação que mais se adequa, ao mesmo tempo, aos conceitos de qualidade defendidos pelos três é: atender a um conjunto de requisitos determinados a priori e entregar algo adequado ao uso.

Deming: fazer produto de acordo com necessidade do usuário, eliminar inspeção em massa, minimizar custo, eliminar metas, prezar pela qualidade e não pela quantidade;

Crosby: fazer certo de primeira (a priori);

Juran: planeja, controla, aperfeiçoa/ melhora (trilogia).

FGV (2018):

QUESTÃO CERTA: Philip Crosby, um importante guru da qualidade, possuía o entendimento de que a qualidade deve ser representada pela conformidade às especificações. Tendo esse preceito como base, ele foi responsável por desenvolver o programa conhecido por____________ , o qual enfatizava a ideia de__________. A opção que completa corretamente a sentença é: “zero defeito” e “ fazer certo da primeira vez”.

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