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PMP Certification Practice Tests

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Free PMP Certification Practice Questions:

With respect to the cost of quality, which of the following individuals was responsible for developing the "zero-defects" approach?

D) Ishikawa

[Ans: A]
Philip Crosby pioneered the "zero defects" approach, which emphasized "do it right the first time". Crosby emphasized the following:
- Quality is conformance to requirements
- The system of quality is prevention
- The performance standard is zero defect
- The measurement of quality is the price of non-conformance
On the other hand, Juran is known for this "fitness of use" principles. Juran's definition of quality emphasized that products and services need to serve customers' needs, instead of meeting internal requirements only. Specifically, Juran emphasized the customers' and stakeholders' expectations should be met or exceeded.
On the other hand, Deming believed that the majority of quality problems are the fault of poor management, rather than poor workmanship on the shop-floor. In general, he believed that management controllable defects account for over 85% of the total quality problems. He placed great importance and responsiblity on management, at both the individual and company level, believing that management is responsible for the majority of the quality problems.
Lastly, Ishikawa is known for the development of the Ishikawa diagram, a fishbone diagram that can be used to illustrate cause-and-effect workflow to identify quality problems.

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