Integrated quality, when done correctly, plays a vital and pivotal role in enhancing any business, especially manufacturing operations. But, in fear of sounding like the archetypal head of quality, I say it shouldn’t be seen solely as something you do in manufacturing operations. In fact, integrating quality should be seen as a complete business methodology, especially if any of the processes, departments, or systems touch or affect operations and the product or services your business provides.

From your perspective as a consumer—a recipient of items or services you or your business have purchased—how many times have you used these words?
• Great product, but customer service is terrible.
• Great product, but there are better and more cost-effective products out there.
• It takes ages to hear back from anyone.
• They are the cheapest on the market. What do you expect?

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