Everyone starts somewhere. And everyone can grow. But you need to know where you are, so you know what to focus on next. The quality leadership journey is the map that helps you locate where you are and what’s next.

Here’s the truth – quality systems don’t lead themselves. You can have the most beautifully documented system in the world, but without someone to drive it, challenge it, improve it and connect it to the bigger picture, it’s not worth the paper it’s written on or the software that’s running it.

This is why quality leadership matters – because without it, your quality systems simply won’t function the way they should and that means that you won’t get the outcomes that you need.

About 10 years ago, I found myself in the familiar surroundings of a Tier 2 construction company that specialized in industrial construction, conducting yet another recertification audit. Having been here before, I knew the drill: the consultant would be by my side throughout the process, providing insights and supporting the workers and management I interviewed. But this time, fate had other plans.

Last year I raised a minor nonconformance for a business I have been working with for about 12 years. A nonconformance is not something they had received for at least 3 previous audits.

I’ve been training in the classroom, since the late 1990’s. This initial training was internal, and it was for customers who had just purchased Point of Sale and Back Office software from the company I worked for.

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.