How Quality Functions Drive Operational Trust

Quality culture is something that cannot be assessed in an audit. You can have perfect procedures, but if people do not know their role or do not trust the system, quality will not be achieved. Over time, I have learned to spot the signs. Not just "compliance", but real signs that show that quality is now an integral part of how a team operates. Here are 12 ways you know a quality culture isn’t just on "paper" it’s lived, supported, and growing: → 1. Leadership demonstrates visible commitment Top management actively supports quality. They attend reviews, take part in improvement efforts, and make it clear that quality is strategic. → 2. Quality policy is lived and communicated It’s not hidden in a binder. It’s discussed in meetings, referred to during decisions. → 3. Quality ownership at all levels Roles are clear, training is aligned, and every team member knows how they contribute to quality. → 4. Open reporting culture People feel safe raising issues or ideas. Tools like anonymous reporting help build trust, but action and responsiveness are what really sustain it. → 5. Continuous competence development Quality isn't static, and neither are skills. Regular training, skill assessments, and external learning keep teams growing with the system. → 6. Proactive quality management Waiting for problems isn't enough. Risk-based thinking and early warning indicators help prevent issues before they impact operations. → 7. Living documentation Procedures are updated with real-world feedback. They reflect how work is actually done. → 8. Data-driven culture Decisions are made based on quality metrics and KPIs. Teams have access to the data they need, and proposals are backed by evidence. → 9. Systematic trend analysis Trends are reviewed regularly to spot recurring issues. Results and action plans are shared openly, not kept in reports. → 10. Transparent quality communication Progress is visible across the organization. KPIs are shared, and wins are celebrated so everyone sees the impact of their efforts. → 11. Cross-functional collaboration Departments work together on audits and projects. Shared goals lead to stronger solutions and fewer silos. → 12. Effective feedback mechanisms Feedback flows in both directions. Surveys and open forums are followed by real responses, keeping people engaged and heard. You don’t need all 12 to get started. Even 3 or 4 done well can shift your quality culture in the right direction. Drop in comment other green flags for quality that make you say, ‘This is really the right way to do quality.’ ↴

"That’s not your job" The words every Quality Manager hears at least once in their career. Even more... "You're a 'cost center,' not a revenue driver → focus on compliance, not innovation." "You’re not in operations → stay out of the process redesign." "You can’t fix culture → just enforce the policies." "Leave the training to HR → we handle employee development, not you." "Marketing handles customer feedback → you don’t need to get involved." "Procurement decides what materials to source → why are you reviewing vendor performance?" "Why do you always ask for evidence? Can't you just trust us?" "Can’t you just sign off on it? We’re running out of time." Ouch... Sounds familiar? But here’s what happens in reality: > We significantly cut process waste when collaborating with operations to map workflows no one else dared to touch. > By addressing recurring product defects at the source, we help to save $$$ and boost customer satisfaction. > By partnering with HR, we develop targeted quality training programs that improve performance across all departments. > Through proactive supplier audits, we help to identify inconsistencies, prevent recalls and save the company $$ in potential damages. > By initiating cross-departmental workshops, we uncover hidden inefficiencies that lead to a reduction in operational costs. > We help to reduce warranty claims through proactive root cause analysis. > When integrating quality checks in shipping, we help to achieve damaged goods %% decrease. The truth? Quality is about People. It's about listening and having constructive conversations. For every misconception about what "Quality" is or isn’t… there’s an opportunity to prove the value of new perspectives and changed Mindset. P.S. To every Quality Manager hearing “That’s not your job” next time: Step in anyway! Stop waiting for permission. Get uncomfortable, dig deeper, and — most importantly — build trust. That’s how you stop being “just a compliance officer” and start becoming a Business Partner. #QualityManager #QualityDriven #QualityALLIN

🚀 From Planning to Excellence – The Quality Functional Workflow Quality isn’t just an end activity — it’s a complete system that connects strategy, assurance, control, and culture. Here’s the 4-phase workflow that drives sustainable results: 🔹 Quality Planning Define Quality Policy & Objectives Map Customer & Regulatory Requirements Develop Product / Process / Project Quality Plans Align KPIs, Risks & Resources 🔹 Quality Assurance Establish QMS Frameworks & Documentation Run Internal / External Audits Manage Compliance & Certifications Drive Supplier Quality Assurance 🔹 Quality Control Conduct Inspections & Testing Monitor Statistical Process Control (SPC) Verify Product & Process Conformance Manage Nonconformance & Corrective Actions 🔹 Quality Excellence Promote Culture of Quality Foster Continuous Improvement (Kaizen, PDCA) Leverage Digital Tools & Analytics Drive Innovation & Best Practices ✅ Together, these phases ensure quality is built-in, assured, controlled, and continually improved. ✅ A roadmap for organizations aiming to achieve sustainable excellence. 📌 Always remember: Quality is not a checkpoint, it’s a journey of trust. #QualityExcellence #QualityManagement #ContinuousImprovement #OperationalExcellence #Leadership

When Quality and Production Finally Got in the same Team Our team began to thrive the moment we transformed our perspective. Quality and Production are not rivals; they are essential partners. For too long, these two functions have worked at cross purposes: - Production prioritized speed. - Quality demanded adherence to standards. However, when we united behind a common goal of delivering consistent, high-quality results efficiently, we sparked a significant transformation. We established trust. We streamlined communication. We moved from a blame culture to one focused on solutions. The outcomes speak for themselves: - Fewer defects - Faster decision-making - Increased ownership - Superior performance across the board Today, Quality collaborates with Production, not trailing behind it, and Production recognizes Quality as an essential enabler, not a bottleneck. This mindset shift was a decisive turning point for us and is a primary reason we have successfully scaled, grown, and improved across all areas. Have you experienced this level of transformation on your team? #Leadership #OperationalExcellence #Quality #Goldbergs #Culturechange #Teamwork

Today someone asked me what to do if top management isn’t aligned with quality goals or realistic timelines. Here’s how I’ve found success in making the case to leadership when there’s a disconnect. 1️⃣ Link QA to business goals and the bottom line. Frame QA as a business enabler, not a cost center. Explain how consistent quality leads to reduced rework, fewer complaints, and stronger customer retention. Every dollar invested in QA often saves multiples in avoided failures. Speak their language - profit and loss, revenue, dollars save contributing to the bottom line. Get colleagues to say the same so you’re not the only voice. 2️⃣ Share Data-driven insights. Present metrics that show the ROI of QA initiatives. Highlight success stories where proactive QA saved time and money or where a lack of QA caused significant setbacks. Numbers speak louder than opinions. Dollars speak louder than anything. Be realistic and transparent about timelines. 3️⃣ Highlight customer impact. Nothing resonates more with leadership than customer experience. (Well, almost nothing. See #1.) Poor quality leads to damaged trust, negative reviews, and lost opportunities. Show how QA directly contributes to delivering exceptional products and services to high paying customers or clients. Better yet, get the customers to talk to top management about how important quality is to them. 4️⃣ Position QA as a partner, not the ISO gatekeeper. Quality isn’t about policing—it’s about collaborating. Emphasize that QA teams work hand-in-hand with development and operations to ensure smoother launches and better outcomes. 5️⃣ Speak their language! Executives prioritize strategic objectives (translation: making money), so present QA as a critical component of innovation, scalability, and long-term profitability. Connect quality assurance to risk mitigation and competitive advantage. Quality assurance isn’t just a process. It’s a mindset that drives excellence at every level. When top management understands this, QA becomes a strategic priority, not just a necessary “evil.” Have you faced challenges in advocating for QA within your organization? I’d love to hear how you made the case! #QualityAssurance #Leadership #BusinessSuccess #CustomerExperience #ContinuousImprovement #Myqcoach #ASQ