by Roger Pynn
My business partner Kim Taylor’s blog post about Ken Blanchard’s 15-year-old Book “Raving Fans” took me back many years earlier to one said to have influenced Bill Gates’ book “Business @ the Speed of Thought” in 1999.
In 1979, the late Philip Crosby authored what many consider the definitive book on quality. “Quality is Free” changed the way business and industry defined and looked at the topic. In fact, it so influenced General Motors’ successful struggle to refocus on quality issues that GM bought Crosby’s company, later spinning it back out and still operating as Philip Crosby Associates.
You will never attract and retain raving fans unless you follow Crosby’s advice. His book actually outlines, in detail, 14 steps, but I always believed Step 1 and Step 14 said it all. Make a management commitment. Do it all over again. In other words, it is a continuing process, and if you live it, you’ll find there is no cost to quality, it is free because you never have to do things over again.
I had the distinct honor and pleasure of studying directly under Phil and coming to know him as a friend and eventual client. I took it as a great compliment that he trusted us enough to do work for him … because he knew we had made the commitment and kept doing it over and over and over.
It was the best business read of my career.