UPSIDE DOWN EXCELLENCE

Quality that's simple

Hey Reader

Concept:

Leadership defines quality culture, and everyone has the power to influence it.
​

Strong quality systems don’t begin with standards or audits—they begin with leadership.

​
Whether you sit in the boardroom or on the shop floor, your influence shapes your organization’s quality culture.

Here are 3 points to help you improve your quality influence.

​

---

Was this email forwarded to you?

Subscribe Here

---

​

Who Owns Quality at the Top?

A recent debate got me thinking:

Should there be a Chief Quality Officer on the executive team or board of directors?

My answer? “Yes, with a no… or no, with a but.” In other words—it depends. But the conversation itself points to something more important:

Leadership is the foundation of quality.

Every quality problem—whether it’s customer complaints, poor documentation, or inconsistent processes—can often be traced back to leadership decisions, especially those that shape organizational culture.

Culture Comes from the Top—But Doesn’t Stop There

When leadership fosters a culture of clarity, accountability, and customer focus, quality tends to take care of itself. People understand their roles. Communication is strong. Customers are served well. And quality feels like second nature.

But when the opposite is true—when leaders are focused only on short-term gains, don’t define responsibilities clearly, or fail to support long-term thinking—quality becomes a struggle. It’s a constant fight to get buy-in, follow procedures, or drive improvement.

Culture is the product of leadership, and it exists at every level of an organization. That means a single department manager, team leader, or supervisor can positively (or negatively) influence their corner of the business.

The higher up you are, the bigger your impact. But you don’t need to be in the C-suite to influence culture.

Lead From Where You Are

If you’re facing a weak quality culture, it’s tempting to point fingers upward. But that only goes so far. The real question is: What can I do from where I am?

Here are three ways anyone can lead with quality—no matter where they sit on the org chart:

1. Align Your Work to Business Strategy

Don’t chase projects just because they’re “quality-related.” Work on things that matter to the business—reducing downtime, solving repeat issues, or improving customer satisfaction. If you’re not sure how your work connects to strategy, ask. Ask your coworkers. Ask your manager. Ask me. But get clear on it.

When you align with strategy, your work gets noticed. And you show that quality isn’t just about compliance—it’s about driving the business forward.

2. Drop the Quality Jargon

If you want support from others, speak their language. Skip the acronyms. Don’t lead with “control charts” or “FMEAs.” Instead, talk about what matters to your audience: profit, safety, time, risk, and customer trust.

If you’re trying to change how people think about quality, start by changing how you talk about it.

3. Don’t Blame the Standard

“I have to do it because ISO says so” is a conversation killer. Quality doesn’t exist to serve standards—standards exist to support quality. When we explain requirements only in terms of compliance, we miss the point.

Instead, explain the why:

• Why this procedure prevents patient harm
• Why this control helps ensure a safe product
• Why this audit matters to customer trust

Make it real. Make it matter. That’s how you change hearts—not just processes.

Quality Is Everyone’s Job—Especially Yours

Whether or not your company has a Chief Quality Officer, the truth is this: Everyone in a leadership role is responsible for quality. And everyone is a leader of something—even if it’s just how we manage our own work.

Leadership defines culture. Culture defines quality. And that starts with us.

Let’s lead from wherever we stand.

​

Need help connecting quality to your company’s strategy? Or coaching your team on how to speak about quality in business terms? Reach out—I’m here to help.