Every time I come back from ASQ’s World Conference on Quality and Improvement (WCQI), I always say: “I wish I could bottle the excitement and passion of our members and participants. The energy would fuel us for a year and then some.” Of course, it’s not just the energy that makes WCQI so fantastic. It’s also the opportunity to meet and share ideas with thought leaders and visionaries who are raising the Global Voice of Quality, in a big way. One of them is Bennie Fowler, group vice president of quality and new model launch at Ford Motor Company, an ASQ Enterprise member.
Bennie, who was a featured speaker at the 2011 WCQI, is responsible for driving quality processes and discipline throughout the design and production of Ford vehicles. He graciously took some time to talk with me at the conference in May about raising the voice of quality at Ford. You can watch the interview, posted below. We divided it into four bite-size portions.
I was struck by Bennie’s remark that today, quality must focus on more than product—it must focus on the entire customer experience. How do you think the practice of quality has changed over the years? What can we learn from companies, such as Ford, that are putting quality at the top of their priorities?