Adopted model · Philip B. Crosby
The Commission Cross
The Commission Cross is a universal thinking technique, suitable for making agreements as well as for analysis and planning.
The concept in brief
The Commission Cross contains 11 defining questions in four categories: the subject of the commission (what), the process-actor environment (who – process owner, with whom – supplier, for whom – client), the client’s reason and the client’s intention (reason and goal), and the quality parameters (form, content, quantity, time, costs–revenues).
The questions are answered in a fixed order; it is worth thinking them through in the order above.
The answers to the questions of the Commission Cross together make up the totality of the client’s expectations in the process, i.e. the performance level.
The starting point of quality is the Commission Cross: by default, quality is what we have agreed on. Quality is made up not only of the items listed under the quality parameters, but of the cross as a whole.
Thinking through the questions of the Commission Cross and clarifying the commission is always the responsibility of the one who receives the commission (the supplier), not of the client!