March 05, 2025

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In 1998, I was working as a client trainer for a software development company. The company had recently achieved ISO 9001 certification and had used an external consultant to achieve this and for ongoing maintenance. The company then decided that it would be beneficial to employ a quality manager as a full-time internal position. The job came up on the internal notifications and tweaked my interest. I really didn’t know anything about ISO 9001. I started doing some investigating about what ISO 9001 was as a Standard and what it was internally for the business I worked for. I soon discovered that this was a match made in heaven! I didn’t realise that a Standard had been written based on the way I had always worked! Without any prior experience in ISO 9001, but with a solid understanding of our business system and a proven track record, I decided to apply for the position.

I got the job and it changed the direction of my career and life! Landing the job was a big win, but then reality set in: what exactly did I need to do, learn, and accomplish in this new role? Fortunately, I had built a strong rapport with the external consultant, and during the handover, she guided me through the essentials like internal audits and system improvements. I also enrolled in formal training to build my knowledge. However, even with that foundation, I was left wondering—what did I truly need to do and learn to become a leader in quality management?

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When I first arrived in the Netherlands last year for a two-month visit, I was immediately faced with the challenge of finding my cousin’s house from the train station. I didn’t speak Dutch, so navigating the trains, reading the signs, and even figuring out how to pay for things felt daunting. Everything was unfamiliar, and I felt a bit lost. But as the days went by, I started to learn the ropes—how to catch the right train, where the shops were, and how to get by with a few key phrases. What initially felt overwhelming became second nature, and by the end of my stay, I felt at home in this new environment. Now, I can’t wait to go back!

That experience mirrors what it was like when I first stepped into the role of Quality Manager. At first, I was navigating uncharted territory, unsure of where to start or how to proceed. But with time, guidance, and a bit of persistence, I found my way. What once seemed intimidating became an exciting new adventure, one that set the course for my entire career.

Authentic Leadership

Authentic Leadership: What It Is & Why It’s Important from Harvard Business School explores the concept of authentic leadership, emphasizing the importance of self-awareness, integrity, and genuine relationships in driving team success and organizational impact. For quality managers aspiring to become leaders, cultivating these traits is essential for building credibility and effectively guiding their teams through continual improvement and strategic challenges. This highlights the journey from quality management to leadership through education, mentorship, and strategic thinking.

The Quality Leadership Pyramid

To transition from a quality manager to a leader in quality management, it’s essential to focus on five key areas that build upon each other. The ‘Quality Leadership Pyramid’ below illustrates these foundational steps, demonstrating how education, mentorship, leadership skills, strategic thinking, and credibility collectively elevate you to the pinnacle of quality leadership.

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1. Education – Recognized Training and Qualifications: Gaining formal education and certifications in quality management to build a strong foundation.

2. Mentorship – Guidance from an Expert: Learning from experienced mentors or consultants who can provide valuable insights and help navigate challenges.

3. Leadership – People Management and Leadership Skills: Developing the ability to manage and motivate people effectively. This includes fostering team collaboration, addressing conflicts, and inspiring others to achieve quality goals.

4. Strategy – Systems Thinking and Strategic Improvement: Cultivating the ability to see the big picture, understanding how various systems interact, and identifying opportunities for continuous improvement. This also involves aligning quality initiatives with the organization’s strategic objectives.

5. Credibility – Building Influence and Trust: Establishing yourself as a credible leader by consistently demonstrating integrity, communicating clearly, and earning the trust of your team and stakeholders. This step is crucial for leading change and driving quality initiatives across the organization.

Next Steps

1. Invest in Education: Seek out recognized training and qualifications to strengthen your foundation in quality management.
   
2. Find a Mentor: Identify an expert or mentor who can provide guidance and share their experience as you navigate the challenges of leadership.
   
3. Develop People and Strategy Skills: Focus on enhancing your leadership skills, particularly in managing people and aligning quality initiatives with strategic business goals.