The leading global company in the printing and information handling business had a corporate initiative to seek the prestigious Malcolm Baldrige Quality Award. This was a significant investment of time and resources and the goal was to utilize the pursuit of the Malcolm Baldrige award as a means to foster process improvements, documentation of key procedures, improved quality of our product and ultimately improved customer satisfaction.
The understanding of what quality really means had to be instilled in every process and within every position in the company. In order to accomplish this, key individuals were hand selected to be lead Quality Action Team Facilitators. In this role, I worked closely with the Executive Quality Team to facilitate the ‘training of the trainers’ so the quality process improvement initiatives could be implemented throughout the organization.
Many QAT’s (Quality Action Teams) were formed throughout the organization as part of the normal day-to-day duties and through this process; many new procedures were improved and/or implemented. The documentation became a ‘how to’ manual for existing as well as new staff and ensured we maintained the expected high standards required of each job.