Quality then? Quality now!

Building a culture of quality and collaboration

Mother and daughter, Janet and Susan explore the changes through two generations in technology.

They began their careers when quality initiatives were often started in reaction to customer complaints. Today, they see quality as a whole team responsibility.

Teams have changed their processes to collaborate more with each other and their customers. As customer expectations increase in an immediate gratification world, every team member needs to learn to adapt and change course quickly. They must focus both on delivering value to customers as well as meeting the larger goals of the business. Janet and Susan share their thoughts on how we can all act as change agents and lead the continuing evolution of building a culture of quality and collaboration in a good direction.