Building and Sustaining a Culture of Quality

Concurrent Session

T08 - The Ideal State: A Culture That Truly Embraces Quality

Tuesday, May 1
9:15 AM - 10:15 AM
Location: WSCC Ballroom 6A

Level: Basic

Division: Inspection Division

An organization with a highly developed culture of quality spends, on average, $350 million less annually fixing mistakes than an organization with a poorly developed one. True culture of quality has been defined as an environment in which employees not only follow quality guidelines, but also consistently see others taking quality-focused actions, hear others talking about quality, and feel quality all around them. In an environment where consumers' tolerance for quality problems is declining, an organization that has achieved a true culture of quality, including a workforce that embraces quality as a core value, has significant competitive advantage. The focus of this session is to articulate what a true culture of quality looks like, and to discuss three common traits found in organizations that have this culture. Each trait will be supported by a case study. Through the depiction of three real-world examples, participants will learn how "living" a culture of quality can enable a company to deliver exceptional results, and sustain improvements.

Learning Objectives:

Kathy Lyall


Engineering Director, Supplier Quality & Development
Whirlpool Corp.
Kalamazoo, Michigan

Kathy Lyall is a director of engineering at Whirlpool Corporation, where she is responsible for supplier quality and development. She holds a bachelor’s degree in industrial engineering from the University of Dayton, and a master’s degree in engineering management from Western Michigan University. She also maintains four ASQ Certifications: Certified Quality Engineer (CQE), Quality Auditor (CQA), Manager of Quality/Organizational Excellence (CMQ/OE), and Six Sigma Black Belt (CSSBB).
Lyall is an ASQ Fellow. She also serves as deputy regional director of Region 10. In addition, she serves on the board of Section 1003 Battle Creek/Kalamazoo, as well as the Inspection Division. She is also an active member of the Customer-Supplier Division.


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Bernie Carpenter

Carpenter Services Group, Inc.


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T08 - The Ideal State: A Culture That Truly Embraces Quality


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