It was Philip B. Crosby who, during the 1960’s, came up with an intriguing answer that became known across the world as the term ‘Zero Defects’.
BOZ Group adopted this performance norm, which is at the heart of its zero defects policy. Zero defects should not be understood to mean that literally zero defects occur. After all, errors can always occur. Crosby’s point however was that errors should never be accepted. He was mainly concerned with the idea that you have to be determined to deliver quality by understanding the work requirements at every level and to do what must be done in order to meet those requirements. The standard, therefore, is that not meeting the requirements is unacceptable. This attitude is typical of the BOZ Group.
Philip B. Crosby