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The new Western wavePhilip Crosby is perhaps best known in relation to the concepts of Do It Right First Time and Zero Defects. He is a controversial figure, who has based his quality improvement approach on Four Absolutes of Quality Management and Fourteen Steps to Quality Improvement.Tom Peters emphasises the importance of customers, innovation, people, leadership and systems. He has 45 prescriptions and 12 traits of a Quality Revolution. Claus Moller has developed a concept of Personal Quality on which he sees all other concepts of Quality as based. He provides 12 Golden Rules to help improve your actual performance level, and 17 Hallmarks of a quality company.
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