The Inaugural WCQI Virtual

WCQI Virtual

The global response to COVID-19 has changed how people everywhere work, connect, and learn. One thing that hasn’t changed: ASQ’s commitment to educating and inspiring members. While ASQ made the necessary decision to cancel the 2020 in-person World Conference on Quality and Improvement (WCQI), we knew there was more we could do. Driven by the challenge to provide members with the unique value that WCQI always provides, on May 6, 2020 ASQ hosted the inaugural WCQI Virtual. Thousands of ASQ members joined this completely digital event featuring world-renowned keynote speakers, dozens of on-demand recordings, and online networking forums.

Keynote Speakers
Keynote Speaker James Clear
Keynote Speaker James Clear

Personal development speaker and bestselling author of Atomic Habits James Clear began the event with his presentation “Atomic Habits: How to Get 1% Better Every Day.” After suffering from a traumatic brain injury in his youth, Clear was forced to rebuild his life through small moments and achievements. This experience changed his life, and he realized that while luck is not within your control, habits are. Through examples from literature, biology, and economics, Clear outlined the value of incremental improvements. Achieving true excellence is not about radical change, but rather accruing small improvements over time. Clear guided members through his four stages of building successful habits and provided tactical tips to help quality professionals implement new habits in their personal and professional lives.

Keynote Speaker Shabnam Mogharabi
Shabnam Mogharabi

The second keynote speaker was Shabnam Mogharabi. Cofounder of media company SoulPancake, Mogharabi brought her experience in digital content, media, and building startups to her keynote presentation “The Power of Positive Psychology.” Mogharabi presented research from Dr. Martin Seligman on the changes to the brain’s chemical infrastructure with positive perspectives. In today’s uncertain landscape, many people are looking at corporations to lead with a sense of purpose. If professionals can learn their “why,” they can help guide social responsibility within their organization. By practicing gratitude, vulnerability, and connection, people are able to tap into positive psychology and create more authentic personal and professional lives.

myASQ Virtual Discussions

WCQI has always provided a collaborative space for quality professionals to network with people across industries, interests, and even countries. For WCQI Virtual, we knew that creating opportunities for collaboration was more important than ever. With the help of ASQ’s Technical Program Committee and World Conference Reviewers, we hosted virtual discussion boards on ASQ’s community platform, myASQ. Throughout the week, members asked questions, challenged ideas, and learned from one another on a variety of quality topics. With over 900 new members joining the community, the conversations have continued to grow. Here are a few stand-out observations:

myASQ quote
myASQ quote
myASQ quote
myASQ quote
On-Demand Recordings

WCQI is known for bringing quality experts, industry trailblazers, and thought leaders together to teach and share exclusive content. This year, ASQ is offering dozens of on-demand recordings for both members and nonmembers. With three focus areas—Quality Foundations, Beyond Technical, and Sustaining Innovation—quality professionals can expand their knowledge and skills with topical recordings like Integrating Risk, Leading Change in a Changing World, and Designing High Impact Experiments. These recordings are available for purchase until June 1, 2020, so take advantage of this opportunity!


Without our ASQ members, WCQI Virtual would not have been the success it was. So, to our members, we want to say thank you! Your abilities to adapt, your willingness to try new systems, and your consistent drive to learn and improve made this event possible. To quality professionals seeking inspiration, connections, and access to exclusive, members-only benefits like WCQI Virtual, please consider becoming an ASQ member today. We hope to see you all for WCQI 2021!

Applying Organizational Excellence at Lean Six Sigma Conference

Six Sigma Escape Room winners
Six Sigma Escape Room winners

Building off the success of the 2019 event, over 500 quality professionals came together in Phoenix at the Lean and Six Sigma Conference where they focused on applying lean and Six Sigma for organizational excellence.

Quality professionals are uniquely positioned to lead their organizations through today’s ever-changing landscape of disruption and transformation, and this year’s conference featured sessions, workshops, and speakers aimed to help attendees optimize excellence and growth though change management, data analytics, strategic alignment, and more.

I have been able to meet people from all over the globe and from a variety of industries all focused on the same thing–continuous improvement.

Lindsay Lapatinsky
Keynote Speakers

Monday morning kicked off with Dr. Gregory Watson’s keynote address on the art of leading change in the age of Quality 4.0. As an ASQ Fellow and past chair, Watson brought his breadth of knowledge on Six Sigma to the presentation where he walked the audience through the development and popularization of Six Sigma. Organizational excellence in Quality 4.0 cannot be created and sustained by statistics alone, Watson explained. It must also be nurtured and fostered through strategic decisions and executive team buy-in. Watson discussed Deming’s profound knowledge and the quality imperative to rethink the profession and its methods to adapt to the age of Quality 4.0. For those interested in continuing to learn about the role of quality in executive leadership, Watson is currently working with the Quality Management Division on a free 12-part webinar series on managing for quality. Register for this webinar at https://my.asq.org/communities/events/28.

Award-winning illusionist Stuart MacDonald provided a completely unique look at quality at his Monday evening keynote address. MacDonald began his presentation by performing his signature magic act, much to the crowd’s delight. His performance, which fooled famous magicians Penn and Teller, was improved by lean processes. He led the audience through his professional introduction to lean and process improvement and his strategies to implement a 30-day continuous improvement plan that allowed him to improve his act by 100%. The audience left with practical tools for applying continual improvement—and a few magic tricks up their sleeves.

conference presenter
Stuart MacDonald’s keynote session

Founder of The Kaplan Mobray Leadership Institute and award-winning author of The 10Ks of Personal Branding Kaplan Mobray welcomed attendees to the second day of the conference with his address on the role of passion and creativity in organizational excellence. After energizing the audience with his saxophone skills, Mobray got specific on how quality professionals can use personal performance improvement to achieve operational excellence. By using interactive and creative exercises, Mobray engaged the audience to explore new ways to solve problems and create problems to solve. “Improve the experience,” Mobray said, “and you elevate the result.”

Closing out the 2020 Lean and Six Sigma Conference was speaker and coach Gregory Offner. Offner focused his presentation on the benefits of proactive change management. Beginning his presentation by playing the piano, Offner guided attendees through his experience with damaging his vocal cords and nearly permanently losing his voice. Offner provided insight on how to disrupt effectively while maintaining daily business operations. He used his personal story of disruption and transformation, along with 16 years of sales and consulting experience, to discuss the value of micro-disruption and continuous self-improvement.

Between concurrent sessions, workshops, and Gemba walks, there were plenty of opportunities for attendees to learn about a variety of topics. A few of the standout sessions focused on artificial intelligence, escape rooms, and process observation.

One of the most buzzed about sessions was the Lean and Six Sigma Escape room. Hosted by ASQ Six Sigma Forum members Jessica Colon and Bob Kollm, this interactive session put participants’ lean and Six Sigma skills to the test through a series of clues and puzzles. Participants were split into teams and rooms where they used quality tools, strategies, and even a chi square to unlock the answers to the puzzle first.

Lean Six Sigma Master Black Belt Grace Duffy led the concurrent session “The Importance of PLAN in PDC/SA or DMAIC”. Highlighting the importance of effective planning, Duffy explained how a Modular Kaizen approach uses concepts of lean and Agile to fit process improvement into manageable daily work activities. Attendees particularly enjoyed the former NASA Quality Manager’s example of the importance of pre-team initiation preparation.

This year’s Gemba Walks, hosted by Master Black Belt Chad Smith and Management Consultant Bob Kollm, focused on the Ohno-Inspired Way of Truly Understanding the Current State. In this interactive session participants learned about process observation and put their learning into action. Other conference participants may have noticed the gemba walk happening, as the group traveled around the resort and conference to observe hotel staff cleaning guest rooms and “flipping” hotel space.  

Attendees in hotel room
Gemba Walk participants observe a hotel room cleaning.
ASQ Divisions

This year’s conference would not have been successful without the support and sponsorship from the Lean Enterprise Division and the Six Sigma Forum.

The Lean Enterprise Division is a global network of professionals helping individuals and organizations apply proven and leading edge lean principles and practices to achieve personal and organizational success.

“Not only are the sessions and keynotes fantastic year after year, the Lean and Six Sigma conference is one of my favorite networking events. The conference is the one opportunity a year I have to network with LSS professionals face to face. I have had the pleasure of meeting mentors, coaches, teachers, colleagues, and friends at this conference that have helped me grow professionally and personally throughout the years.”

                -Lindsay Lapatinsky, ASQ Lean Enterprise Division Chair

The Six Sigma Forum increases the use and impact of Six Sigma globally by building relationships, learning collectively, and advancing knowledge.

Sponsors and Exhibitors

Nova Southeastern University

Park Avenue Solutions

ASQ Six Sigma Forum

ASQ Lean Enterprise Division


Creato Performance Solutions

EngineRoom/MoreSteam

MoreSteam/EngineRoom

TRACtion Service

Minitab LLC

Gemba Academy

University of Tennessee

QI Macros for Excel

OpusWorks

ASQ Pheonix Section

What is the Most Effective Performance Management Approach?

In an evolving workplace, there is a growing trend suggesting end-of-year performance reviews are no longer effective. To remedy this, some companies have decided to utilize software to improve their process. Other companies have elected to eliminate reviews altogether.

What is the most effective performance management approach?

Sarah Haynes

Performance reviews are often the subject of much scorn and mockery in the corporate world.  In my 15 years of consulting with dozens of clients, I’ve only encountered ONE that actually considered their performance management process to be integral to employee development, and truly valuable to their company.  For the rest, it was a forced exercise that did not appear to be linked to results, aside from bitterness and regret. According to a Deloitte Insights survey, 58% of the companies polled reported that they view their current performance management process as not being an effective use of time and only 8% reported that their process drives high levels of value. Why is this?

Performance reviews are almost always linked to compensation.

Reviewees are motivated to score themselves as highly as possible in order to secure the best possible raise for themselves.  Reviewers (the managers) are pushed by the company to average out the performance rating across all individuals in a given cost center. So, for every employee considered “exceptional”, there must be one considered “underperforming”.  It’s a terrible trade-off, and one that often pits managers against staff. I’ve actually had a boss ask me if I’d be OK with a sub-par rating, because he really needed to give a large raise to my co-worker in order to keep him from quitting.

In order to make performance reviews effective, the direct link between reviews and compensation must be broken.  This is the only way to create an environment for an honest conversation, where employees do not have to feel like they’re fighting for dollars and cents.  Secondly, managers should be coached on how to provide effective feedback to employees.  It’s not easy, and many managers will do anything to avoid an awkward conversation.  Lastly, performance feedback should be provided on a regular basis, at least once per quarter.  If you wait until the end of year to provide feedback on annual objectives, it’s way too late to correct course.

Only one of my bosses throughout my career actually cared enough to provide me with constructive feedback, during performance reviews, that I could use to improve my performance.  I truly valued the insightful feedback he provided. Of the others, some were not involved enough with my work to be able to provide feedback, and the rest – well, I guess they just didn’t want to get into it.  I know I would have appreciated it and felt more valued as an employee, if they had.

Ted Hessing

The Science of Encouraging High Performance

We humans are funny creatures. We don’t always act in our own best self-interest. And when we get into groups we don’t always make better decisions. Sometimes we build entire organizational practices that are nonsensical, counterproductiveanachronistic, and/or that we ourselves would not want to be subject to. Case in Point; Performance Management.

let’s take a user perspective rather than a managerial perspective. After all, they should be the same thing, right? It’s always a good idea to start with the client in mind and, under this perspective, the contributors we are seeking to encourage to high performance would be our clients. This perspective can be best understood by the concepts of Servant Leadership. Here’s an overview of servant leadership if this term is new to you.

What’s My Motivation?

Most performance management techniques revolve around 2 axis; rewards or penalties. On the rewards side we can call it salary, bonus, compensation, or whatever. But generally people are incentivized to high productivity via rewards. The flip side are penalties which could range from reduction or absence of rewards to reduced or eliminated security, status, and stability.

But is that carrot and stick approach the best system to use? Turns out the science says ‘no.’

Autonomy, Mastery, and Purpose

In Daniel Pinks excellent book Drive: the Surprising Truth About What Motivates Us (and eponymous TED Talks), he reveals that the research say unequivocally no. Rather than re-state Pink’s message (see above 10 min video for a great overview); Rewards don’t work the way you’d expect them to.

It turns out that after a certain amount of compensation, rewards are actually counter-productive in terms of increasing performance in any endeavor requiring a modicum of cognitive skill. After that magic level of compensation, people require other attributes to be present in order to Got that?

In other words, if you want higher performance, you have to pay people enough where they aren’t worried about money but then you have to enable 3 other key attributes; autonomy, mastery, and purpose.

Thus,the overwhelmingly most popular way of incentivizing performance, reward vs penalty, is wrong. if you want to maximize performance, it turns out that you must optimize for motivation.

So, how does one do that? What’s the right way to handle performance management? If rewards are wrong (or at least only part of the story), then it seems we’d best change our performance management process to the other key factors Pink identifies; Autonomy, Mastery, and Purpose.

Let’s take each one step by step.

Purpose

Per Pink, Purpose is each team member being able to say  “I know why I am here and what I contribute with (as an individual or as a team)” How do we maximize a sense of purpose? So, as managers with a strong background in quality and strategic deployment techniques seeking to maximize performance, how do we maximize a sense of purpose?

I like Simon Sinek’s approach of ‘Start with the Why. Again, if you haven’t seen this Ted talk, you’re missing out.

To my mind, conveying Why is all about alignment. Alignment between the strategic direction of the company and the front-line personnel executing the vision. Some techniques quality leaders can use that we can use to achieve, communicate and measure that alignment are:

If we want to maximize performance management, it behooves us to make the alignment of why behind what people are being asked to do explicitly clear.

Often, when we make that alignment clear we find that much of the resources of time, talent, and energy that people are currently expending

are in pursuit of things that don’t matter or don’t matter as much as other goals they could be working towards. And that is clearly a waste.

Mastery

If the next attribute in results is Mastery, then it makes sense to incorporate this into our performance management techniques. How can we best help people pursue and achieve mastery of their professions?

Some tools we can use to monitor and maximize mastery are visual management principles and gauge R&R techniques. Perhaps the two that I like best are Skill Matrix boards – an excellent

visual management of team skill mastery and credibility as described by Ray Dalio in Principles. However, there are countless adaptations of each that we can apply to skill acquisition.

Also, it is helpful to recognize that every member of a company has a profession (what they do) and an industry they perform it in (where they do it.) It makes sense from a performance management standpoint to help contributors to develop a strong understanding of both the skills and context for their role and their industry at large. T shaped employee management is an excellent framework for this/

Autonomy

Now that we’ve addressed how to manage clear alignment and skill acquisition – the why’s and what’s of a role – let’s move on the how’s.

Again Pink helped us by illustrating how autonomy and empowerment are crucial pieces of the performance management puzzle. And we helped ourselves by showing the alignment of the highest strategic goals of the company

Now, autonomy is scary for many managers. To overcome this hurdle we could use a ‘trust but verify’ model of cascading dashboards and assigning responsible parties for work streams. And the autocratic manager will be happy with this. But autocratic leadership has it’s limits.

Sources: Business Case Studies and Cleverism

Perhaps the best way to encourage autonomy to meet our desired performance management goals is to favor the empowerment of a Team of Teams model such as the ones favored by General Stanley McChrystal (and others) in his book Team of Teams.

Autonomy is best served by employee empowerment. There is a link between employee desire to participate on autonomous teams and having a significant sense of ownership in team outcomes. Simply put, members of autonomous teams desire the ability to make decisions in an entrepreneurial climate without too much managerial interference. And arguably employee empowerment is best achieved through managers leading by illustrating a clear vision and then getting out of their way.

 Bringing it All Together

As leaders it is important for us to recognize that performance management is itself a process. It’s subject to an equation Y=f(x) where f(x) is often more complex than we think. But fortunately, like any other process, it can be measured, faults found, and hypotheses tried, tested, and improved upon.

Luciana Paulise 

The current performance appraisal methods have been hardly criticized in the last years, especially in the era of agile companies and continuous innovation. In the following article we will share some ideas and tips on how to adapt to your specific company culture.

Performance appraisals are the most common performance measurement strategy. A performance appraisal is a systematic and periodic process that assesses an individual employee’s job performance in relation to certain objectives.

Neverthless, several studies have been showing that the effectiveness of the current methods is not clear, as employee’s habits and company cultures have been changing and need different incentives to work better.
What are the main cons of a performance appraisal?

Frequency: Performance appraisals are usually done annually or quarterly. The frequency of feedback should not be defined by a standard, should be defined based n the specific need of the employee and his/her supervisor. Periodic evaluations usually generate more frustration that satisfaction to the employees because as it’s based on past performance and it’s general, it doesn’t help to actually change behaviors in the future. Millennials expect continuous feedback on each situation that helps them improve performance on the near future.

Specificity: appraisals tend to be general as they are the only opportunity throughout the year to formally discuss how we are doing. Clearly many items cannot be discussed, so supervisors tend to choose only a couple of hot topics, very good or very bad based on the general evaluation. So they really don’t tackle specific strategies for improvement, but simply try to confirm what we already know: we are in the top 10 percent, or just out of it. So 90% of the employees just get frustrated, while the other 10% get anxious about keeping the top for themselves on the next review.

All the employees have the appraisals at the same time, so instead of a real opportunity to improve, it becomes another item on the supervisors To Do lists, which they have to do as quick and neat as possible. While for the employee, it may be the opportunity they have been waiting to showcase their results or received some praise for their work.

A performance appraisal is usually focused on individuals, without considering the system or the team. Agile organizations are more prone to work in teams, so individual measurement may be counterproductive. It may impact team collaboration and promote competition instead, to achieve the individual results agreed in the individual discussion.
Subjectivity: No matter how well defined the dimensions for appraising performance on quantitative goals are, judgments on performance are usually subjective.

There are always winners and losers: When salary increases are allocated on the basis of a curve of normal distribution, which is in turn based on a rating of results rather than on behavior, competent employees may not only be denied increases but may also become demotivated. Performance appraisals turn to be unfair trying to fit everyone in the bell curve.

New strategies to have a successful performance appraisal
As peter Scholtes says in Total Quality or Performance Appraisal: Choose One, “Improvement efforts should focus on systems, processes, and methods, not on individual workers. Those efforts that focus on improving the attentiveness, carefulness, speed, etc., of individual workers — without changing the systems, processes, and methods — constitute a low-yield strategy with negligible short-term results”.

Continuous feedback

Annual performance appraisals are pretty standardized, not very much open to discussion and done only once a year. They are usually time-consuming and generate a stressful situation supervisor-employee, so doing it just once a year “looks great”. But real coaching for behavioral change should be short, continuous and spread throughout the year based on the need. It can be positive or negative, but for sure it should be based on recent situations that allow the employee to take action immediately. Innovative companies should count on that to be able to adapt quickly to the changes in the environment.

Leadership training

Many leaders say they don’t have the time in this high-pressure economy for the tedious work of teaching people and helping them grow. On the opposite, the one main task for leaders should be to facilitate their employee’s growth, and there should be no specific time for it, should be part of their day-to-day. Leaders tend to have a lot of work when they have an over dependent team. become demotivated work should not be done by them even if they can do it better, they should help their people to learn and do it better, that is their job. Leaders should be trained to develop habits that make their team owner of the tasks, autonomous and therefore more engaged. RECOMMENDED COURSE: Leadership

Fact-based

Continuous feedback doesn’t need to be based just on impressions or feelings, it can also be based on facts and data. Depending on the type of operation, leaders can use different tools to help employees ask for help or solve problems on the go, instead of hiding issue to avoid bad appraisals. Manufacturing companies can use run charts and graphics to evaluate trends and identify issues. Charts can show if the issues are systemic (all the lines are having delays due to inadequate maintenance) or individual (an employee is not well trained). In some companies, we suggest to do monthly audits with scores and detail action plans, to provide not only a fact-based measure but also a means to improve.

On demand

The best way to provide feedback is making sure the employee knows it before the supervisor, and before it’s too late. Timely feedback can be done when the information and the performance are online and accessible to everyone involved. Measures can be done by the employee himself, or through IT. For example, online retail agencies can provide to employees with online information about customer satisfaction, delays or errors so that employees can adjust the service accordingly. Many companies have 5 stand-up minutes to talk about issues and potential solutions.

Win-win

Performance measurement should be a tool to improve the team and organizational performance, not to blame employees or justify layoffs. It should help to know why a process is failing and what can we do about it, no matter who. So every measurement should not be used along with a root cause analysis and follow-up method.

Feedback at the gemba

A performance appraisal tends to be so formal that is never done on the work floor but inside an office or meeting room. As it is not the normal workplace for the employee, it can be more stressful. If it is done on the workshop, it allows for a more direct discussion. It allows for a psychological safety for the employee, which promotes more innovation and reduces the sense of failure. You can even find more solutions on the floor than in a meeting room or a cold management report. As Edwards Deming would say, successful companies must also manage what cannot be measured (the data-invisible elements).

A performance appraisal or any type of measurement is not bad per se, what matters is what you do with them. Good luck!!

Robert Mitchell

As a Baldrige Examiner, I like to begin my roundtable discussions with a review of the Baldrige Criteria. Category 5 of the Criteria focuses on the Workforce. The Workforce category asks how the organization assesses Workforce Capability and Capacity needs and builds a workforce environment conducive to Engagement and High Performance. The Baldrige Criteria defines High Performance as ever-higher levels of overall organizational and individual performance, including quality, productivity, innovation rate and cycle time.

High performance results in improved service and value for customers and other stakeholders. High performance stems from and enhances workforce engagement. Some characteristics about workforce high performance:

  • It involves cooperation between management and the workforce; cooperation among work groups and teams; empowerment of employees and building personal accountability.
  • It may involve learning to build individual and organizational skills; creating flexible job design; decentralized decision making and making decisions closest to the front line.

My career experience, and observations of applicants to state and national quality programs using the Baldrige Criteria has revealed six key processes necessary to effectively encourage high performance:

  1. A Formal on-boarding as part of the New Employee Orientation process
  2. Providing immediate, open and honest feedback
  3. Regular, periodic “pulse” surveys to measure employee satisfaction and engagement
  4. Frank, two-way skip-level meetings between management and its people
  5. A Career Pathing process to manage employee progression
  6. A Learning & Development System that supports organizational needs and employee development
  7. Systems & Structures supporting compensation, benefits and policies, rewards, recognition, as well as incentives to encourage continuous improvement, intelligent risk-taking, innovation and customer focus.

For more information about these key business and workforce processes, I highly recommend learning about the Baldrige Excellence Framework and attending Baldrige Evaluator training.

One Thing We Can All Learn from the Auto Industry

By Chris Moustakas, DevonWay Inc.

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We all have things that make our jobs challenging, at least some of the time. Personally, I feel like the industry I chose, enterprise software, is pretty hard, but it doesn’t hold a candle to how brutally hard the automotive industry is.

Consider:

They deal with a global, complex supply chain in which any interruption, whether political, natural, or self-inflicted, can have rippling effects with disastrous results. The number of pieces that go into a modern vehicle, and the degree to which their production has to be planned and coordinated, is nothing short of outstanding.

They are heavily regulated because when they mess up, people can die. All the airbags in the world won’t help a company that introduces a software flaw that, say, punches the accelerator when you turn on the wipers (make no mistake, that gas pedal is not connected to anything more than a digital sensor that can get its signals crossed just like anything else).

The product they build is an engineering marvel and therefore at least as complicated as it is impressive. But there’s no technological moat commanding fat margins – due to intense competition from all sides, they pour billions into capital projects and R&D, not to widen their lead, but to survive.

And they’re expected to innovate every year, like clockwork. If Fall comes around and they’re not introducing a new model, something is wrong. That pace of incremental evolution would be brutal enough, but on top of it they’re also dealing with potentially existential threats that could turn their whole business inside out – self-driving cars, electric vehicles, share vs. buy business models… Japan’s now even trying to introduce IRL flying cars!

(As an aside, if the pace of innovation for cars seems natural, compare a car now vs. one in the 90s to an airplane now vs. one in the 90s. Not only does the plane look and feel the same – it probably is the same plane.)

When we look at all these challenges, what is one clear and pervasive lesson we can draw from the auto industry? That in spite of all these obstacles, or probably because of them, they’re still able to maintain an insane focus on quality.

My wife and I bought a new car about a year and a half ago, our first in almost twenty years. Six months into our ownership we realized we were probably overdue for an oil change. We called the dealer to ask if we should bring it in and they practically laughed at us – it turns out that new cars’ engines are such tightly closed-loop systems that they only need their oil changed at most once a year – and you don’t have to remember because the car will let you know on its own.

Pretty much any model you buy that was designed after 2000 will be such a high-quality piece of manufacturing that it’ll last for as long as it takes you to get bored of it.

How do they do it? Although most automotive OEM’s have a lot of built-in inefficiencies, one area in which they excel is through well communicated, industry-wide standards. IATF 16949 (the auto industry’s version of ISO 9001) went into effect this month, September 2018, and it’s a perfect embodiment of that quality-centric spirit.

There’s no magic sauce in the standard – exhibit good leadership, communicate, find and resolve defects, and continually improve. It’s not magic, but it’s exact, explicit, and expected.

Write down what’s important to you and execute on it. Something we could all stand to do more of.

 

Chris Moustakas

President & CEO, DevonWay, Inc.