Is quality free?
Article publication date: 1 March 1992
Challenges the claim by Philip Crosby that “quality is free”, by indicating that there are different definitions of quality ‐ “conformance” to specifications, or “high or superior” quality, which the author claims is most definitely not free. Concentrates on the concept of delighting the customer, and the concept of increasing value to the customer. Observes that delivering value to the customer is usually highly profitable.
Nicholls, J. (1992), "Is quality free?", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034356
MCB UP Ltd
Copyright © 1992, MCB UP Limited