Is quality free?

Abstract

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.

Citation

Nicholls, J. (1992), "Is quality free?", The TQM Magazine, Vol. 4 No. 3. https://doi.org/10.1108/09544789210034356