Crosby (1992) another guru in TQM
gave two very appealing and powerful
ideas in quality. The first idea is that
quality is free. It means that there is no
need to prevent the waste and
inefficiencies in the system because it
costs more or less equal. The second
idea of Crosby for quality is of zero
defects, which means that, errors,
failures, waste, and delay all the
inequality things can be totally
eliminated if the institution has the will.
According to Willborn & Cheng (1994)
and Crosby's (1992) “absolutes of