Todd McGowan, strategic development project director, CitiMortgage
Todd McGowan, an ASQ member since 2008, works as a project director in the strategic development department at CitiMortgage, part of CitiGroup, in Irving, TX.
McGowan earned his bachelor’s degree in behavioral sciences and systems engineering from the United States Military Academy. He went on to earn his master’s degree in organizational leadership from Regent University in Virginia Beach, VA. McGowan is currently working to earn an MBA in decision sciences at the University of North Texas in Denton. He is an ASQ certified Six Sigma Black Belt.
Recently, McGowan answered questions pertaining to quality and Six Sigma.
What do you think is most important in implementing a Six Sigma project?
I believe there are two items that are necessary for all Six Sigma projects: a clearly defined problem and leadership buy-in.
Why do you think Six Sigma is important?
You must improve to survive. Staying the same, in reality, means you are falling behind since all of your peers and competitors are trying to figure out what they can do to get better.
Why do you think quality is important?
Because every organization runs lean, you only have capacity to do it right the first time.
What’s your favorite benefit of quality?
A truly satisfied end customer and the ability to grow a great partnership with your clients.
Why did you choose to go into the quality field?
In actuality, the quality field chose me. While I was in the corrugated industry, I didn't dedicate myself to quality like I should have. I was overly wrapped up in productivity and increasing volume, and I forgot that producing items that weren't salable actually hurts productivity. When I began working in banking, and specifically mortgage, during a very difficult time over the past year, I found I needed to help leadership establish the right culture if we were going to improve and climb out of a hole. Consequently, I got thrown into assisting with developing our overarching strategy focused on quality as truly the foundation for everything we do at CitiMortgage.
What’s your best advice to someone new to quality?
Customers dictate your future.