100-Metodos-de-Qualidade-Total

78 100 METHODS FOR TOTAL QUALITY MANAG EMENT
Method 31
Zero defects
Purpose
To allow teams to experience the success involved in meeting ever more
demanding targets without demotivating them by not achieving absolute
success at once.
When to use
As part of quality improvement teams when setting targets and measuring
improvement.
How to use
Zero defects is a very simple concept described by Crosby (1984). The
process is easy to follow. Using the team approach:
1 Identify and agree the current level of performance.
2 Agree a target and time-scale for the target to be met with milestones.
3 Monitor performance against the target. Publish the results.
4 If the target is met on time recognize the team's performance and
repeat from step 2.
Benefits
The use of targets risks demotivating people if they are set in a way that
punishes failure rather than recognizes success. Zero defects gives a way of
setting tougher targets and recognizing the success of teams that meet
them, so encouraging future efforts.
Example
An organization involved in the development of software is experiencing
problems with software bugs and is beginning an improvement project to
identify the causes of bugs so that the number present in new software
releases can be reduced.
The current level of bugs per 1,000 lines of code is 27. The team sets a
zero defects target of 15 after the first year. When this is successfully met,
the achievement is recognized and the zero defects target for the end of the
second year is set as 8. The target is revised every year and the team is
recognized for the achievement of the target rather than admonished for
the presence of bugs. The targets get tougher in each successive year.
Reference
P.B. Crosby (1984) Quality without Tears. New York: McGraw Hill.