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Defining the quality manager

WS talks to quality expert Philip Crosby

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in Leaders & Managers,Management Training

Before Philip Crosby came along, most managers assumed that producing quality goods or services was the result of sheer hard work. But Crosby showed that working smart matters more than working hard. The key is to build systems into the workplace that measure excellence.

Crosby, a corporate vice president with ITT Corp. for 14 years, quit his job in 1979—the same year his now-classic management book, Quality Is Free: The Art of Making Quality Certain appeared. He launched a consulting business in 1979 that, in 10 years, grew to 300 employees and $80 million in revenue. In this interview with Working Smart, Crosby discusses how managers can acquire the authority to lead.

WS: What do you think separates mere managers from true leaders?

Crosby: Leaders have an agenda. They don’t need to have all the answers, but they’re not afraid to say what they’re going to do or what they want to achieve. They also take the time to build rel...(register to read more)

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