Abstract
While no one denies or derates the importance of quality in goods and services produced and delivered, some stakeholders argue that building high levels of quality demands considerable expenses on various heads. At the same time, consumerism provides compensations for poor quality from suppliers or service providers. On the one hand, Crosby would claim that ‘Quality is Free’; on the other hand, manufacturers claim that quality has to be paid for. Of course, quality, in this debate, implies something beyond the minimum level of quality which is inseparably present in the product or service.
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Mukherjee, S. (2019). Analysis of Quality Costs. In: Quality. India Studies in Business and Economics. Springer, Singapore. https://doi.org/10.1007/978-981-13-1271-7_7
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