Most firms have found that it is cost-effective to achieve a "zero defects" condition among their products and services.

a. true

b. false

False

Explanation:

In most cases, achieving a "zero defects" condition in unrealistic and counterproductive since, when possible, the costs incurred in order to achieve this condition outweigh the savings from not having defects. Therefore, most companies tend to try to achieve a low and acceptable margin of defects but not necessarily "zero".