take action to resolve issues of poor quality, costs associated with poor quality must be measured in monetary terms. Crosby uses the term "the price of nonconformance" in preference to "the cost of quality" to overcome the misimpression that higher quality requires higher costs. The point of writing Quality Is Free was to demonstrate that quality improvement efforts pay for themselves. Crosby divides quality-related costs into the price of conformance and the price of nonconformance. The price of conformance includes quality-related planning, inspection, and auditing; the price of nonconformance includes scrap, rework, claims against warranty, unplanned service Criticisms The main criticism is the amount of effort required to verify every person's performance in an organization. Confidence in the program, and therefore compliance with it, fades without this verification. Point 10 of Deming's 14 points ("Eliminate slogans, exhortations, and targets for the work force asking for zero defects and new levels of productivity.") is clearly aimed at ZD. Joseph M. Juran was also critical of ZD. Another criticism is that Zero Defects is a motivational program aimed at encouraging employees to do better. Crosby stated that "Motivation has nothing to do with it...It is merely setting performance standards that no one can misunderstand and then starting a two-way communications exercise to let everyone know about it." He blamed management actions and attitudes for creating the opportunity for defects. See also Six Sigma Total Quality Management Notes References Further reading External links Zero Defects at Lockheed Martin, the descendant of the Martin Company Photo of Governor William W. Scranton of Pennsylvania speaking at a Zero Defects kickoff at Boeing Vertol in 1965 1962 introductions Business terms Quality management