Just finished revisiting Philip B. Crosby’s classic, “Quality Is Free,” and his insights are as relevant as ever for anyone serious about operational excellence. Crosby argues that investing in quality isn’t a cost—it’s a huge savings opportunity. By focusing on prevention and doing things right the first time (“zero defects”), companies can drastically cut hidden expenses like rework, scrap, and lost business.
His four absolutes of quality really resonate:
?? Quality means conformance to requirements, not just “goodness.”
?? The quality system should emphasize prevention, not just inspection.
?? The only acceptable performance standard is zero defects.
?? The cost of quality should be measured by the price of non-conformance.
Crosby’s 14 Steps to Quality Improvement and his Quality Management Maturity Grid provide clear roadmaps for organizations looking to build a true culture of quality. Ultimately, it’s a leadership issue: when management commits to quality, everyone benefits—from employees to customers to shareholders.
If you think quality is expensive, try ignoring it!
How does your organization treat quality? Is it seen as a cost, or as an investment in long-term success? #QualityManagement #ContinuousImprovement #Leadership #ZeroDefects #Lean #OperationsExcellence
Published on: July 27, 2025