Certified Production & Operations Manager (POM) Practice Exam

Who is credited with the concept that “Quality is Free” by emphasizing the true costs of poor quality?

1. W. Edwards Deming

2. Philip B. Crosby

3. Joseph Juran

4. Henry Ford

The correct answer is: Philip B. Crosby

The concept that "Quality is Free" is attributed to Philip B. Crosby, who articulated the idea that the costs associated with poor quality, such as rework, waste, and lost customer trust, outweigh the investments made in achieving high-quality standards. Crosby's approach emphasizes that quality improvements lead to savings in operational costs, suggesting that implementing quality measures is not just a benefit but a strategic necessity for organizations. He posited that organizations can reduce overall costs significantly by preventing defects rather than relying on inspection and correction after problems occur. This philosophy encourages a proactive stance towards quality management and aligns with Crosby's broader principles, which advocate for the importance of establishing a quality framework that fosters continuous improvement throughout the organization. Recognizing the significant economic advantages of quality initiatives helps operational managers make informed decisions about resource allocation and process improvement.