Abstract:

The relationship between the quality of the products and services provided by an organization and the costs involved in ensuring it, is a matter of concern for specialists from different fields.

According to Philip Crosby's approach, the primary responsibility for quality lies with the management, namely non-quality costs are equal to the effects of implementing of wrong decisions and ignoring the real causes that lead to nonconformities in organization processes. A real help for organizations is the implementation of the quality management system, that facilitates an appropriate framework for setting the policies, objectives and processes necessary for its operation and development.