Four Absolutes of Quality

Written by Greg Alcorn on August 8, 2011
call center technology

In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. I’m not a big fan of how Dr. Crosby originally wrote his Absolutes, so I’ll paraphrase: Conform to client’s expectations Prevention, not appraisal Zero defects