Who developed the "zero defects" concept?

The "zero defects" concept was developed by Philip B. Crosby. This idea is foundational to his philosophy of quality management, which emphasizes that it is possible to eliminate defects in products and processes entirely. Crosby advocated for a proactive approach to quality, which included the notion that prevention is more important than detection. He argued that organizations should aim for zero defects as a standard for performance, as this would lead to greater customer satisfaction and lower costs associated with failures and rework.

Crosby's perspective highlights that quality is defined by meeting customer expectations and that organizations should establish quality improvement programs that encourage employees at all levels to take responsibility for preventing defects. This philosophy contrasts with other quality theorists who focused more on statistical methods or continuous improvement approaches, further solidifying Crosby's unique contribution to the field of quality management.