Crosby’s philosophy differs significantly from both Deming’s
and Juran’s. Deming, in fact, would assert that Crosby’s
philosophy is entirely misguided in that it exhorts workers
to improve the system and only management can do that.
Crosby’s approach revolves around Zero Defects. Doing things
right the first time is always cheaper than trying to fix defects
after they have been created. Thus, quality is free.
According to Crosby, costs of poor quality are higher than
organizations realize. Organizations should spend more effort
tracking costs of quality in track the reduction is costs as quality