A new system is only as good as the team that uses it. You can have the most sophisticated software and perfectly written procedures, but if your team isn’t on board, your Quality Management System (QMS) will fall flat. True success comes from creating a culture of quality where everyone understands their role and feels invested in the outcome. This requires more than just a top-down mandate; it demands clear communication, effective training, and strong leadership. This article focuses on the human side of a qms implementation, providing actionable steps to get your team engaged and turn your new system into a shared success.
Key Takeaways
- Build a Foundation for Quality and Compliance: A QMS is more than a regulatory requirement; it’s a strategic framework that standardizes your processes to ensure consistent product quality, improve efficiency, and keep you audit-ready.
- Implement Your QMS in Manageable Phases: A successful rollout requires a clear plan. Start by securing leadership support and assessing your current state, then document your processes, train your team, and launch in controlled stages to ensure a smooth transition.
- Make Your QMS a Living System: A QMS is not a one-time project. Maintain its long-term value by providing ongoing training, using internal audits to find improvement opportunities, and tracking performance metrics to make data-driven decisions.
What is a Quality Management System (QMS)?
Think of a Quality Management System (QMS) as the central playbook for your business. It’s a structured system that documents all the policies, processes, and procedures your company uses to create and deliver its products or services. The goal is simple: to ensure consistency and quality every single time. For businesses in regulated industries like cosmetics, dietary supplements, or tobacco, a QMS isn’t just a nice-to-have—it’s essential for survival.
A well-designed QMS helps you make better products, work more efficiently, and consistently meet customer and regulatory requirements. It provides a clear framework that guides your team, reduces the risk of errors, and creates a reliable standard for everything you do. Instead of relying on guesswork or memory, your team has a documented, repeatable process to follow. This not only helps you stay compliant with complex FDA regulations but also builds a strong foundation for scaling your business without sacrificing the quality your customers expect. It’s about creating a culture where quality is intentional, not accidental.
The Core Components of a QMS
A strong QMS is built on a few key pillars that work together. First is your high-level strategy, which includes your official quality policy and clear, measurable objectives. This is your “why.” Next, you need a quality manual that outlines how your QMS is structured and how it applies to your business. Think of it as the table of contents for your quality playbook. The real-world application comes from your documented procedures and work instructions—the specific, step-by-step guides for every critical task. Finally, you need records and data to prove the system is working, which are crucial for internal reviews and regulatory audits.
How a QMS Supports Your Business Goals
Implementing a QMS directly translates into tangible business benefits. At its core, a QMS is designed to reduce expensive mistakes and minimize waste, which immediately impacts your bottom line. By standardizing your processes, you create operational efficiencies that save time and resources. This consistency also leads to happier customers, as they receive a reliable, high-quality product with every purchase, building brand loyalty and trust. For regulated businesses, a QMS makes audits less stressful and helps you maintain compliance, protecting you from costly fines or shutdowns. It turns quality from a reactive chore into a proactive strategy for growth.
Why Your Regulated Business Needs a QMS
If you’re in a regulated industry like cosmetics, dietary supplements, or tobacco, you know that compliance isn’t optional—it’s the foundation of your business. A Quality Management System (QMS) is the framework that holds this foundation together. Think of it as your operational playbook for quality and compliance. It’s a formal system that documents your processes, procedures, and responsibilities to ensure your products consistently meet customer and regulatory requirements. Implementing a QMS isn’t just about passing audits; it’s a strategic move that strengthens your entire operation, from product development to customer delivery.
Achieve Regulatory Compliance
In highly regulated fields, a QMS is essential for survival. It translates complex FDA and international standards into practical, everyday actions for your team. Instead of scrambling for paperwork during an inspection, a QMS provides a clear, documented trail that demonstrates your commitment to quality and safety. This system helps you consistently meet regulatory requirements by embedding compliance into your daily workflow. It’s not a one-time setup but a living system that ensures your processes remain validated and effective, protecting both your business and your customers.
Improve Operational Efficiency
A well-designed QMS brings clarity and consistency to your operations. By documenting all your key processes and responsibilities, you create a single source of truth that reduces confusion, minimizes errors, and cuts down on waste. When everyone knows exactly what to do and how to do it, you achieve greater stability in your day-to-day activities. This alignment ensures your team’s efforts are focused on producing high-quality products that meet customer expectations every time. Ultimately, a QMS helps you work smarter, not harder, by streamlining workflows and making your entire organization more operationally effective.
Build Customer Trust and Satisfaction
Your customers expect safe, reliable, and effective products. A QMS is your commitment to delivering on that promise. By maintaining high quality in everything you do, you build a strong reputation and foster lasting customer loyalty. When people trust your brand, they are more likely to become repeat buyers and recommend you to others. A robust QMS demonstrates that you take quality seriously, which directly contributes to improved customer satisfaction and supports long-term growth. It’s proof that you’re not just selling a product—you’re delivering a standard of excellence.
How to Implement a QMS: A Step-by-Step Guide
Putting a Quality Management System in place might seem like a huge undertaking, but you can make it manageable by breaking it down into clear, actionable steps. A structured approach ensures you cover all your bases, from getting your team on board to measuring your success. Think of it as building a strong foundation for your company’s quality and compliance efforts. This guide will walk you through the entire process, one step at a time, so you can build a system that truly works for your business.
Step 1: Get Leadership Buy-In and Build Your Team
Before you write a single document, your first move is to get your company’s leadership fully invested. A QMS isn’t just an operational project; it’s a cultural shift. Top management needs to do more than just sign off on the budget—they need to champion the initiative. Their support provides the necessary resources and helps promote a quality culture throughout the organization.
Once leadership is on board, assemble a cross-functional team. This shouldn’t be a one-department show. Include representatives from operations, R&D, customer service, and any other key areas. This diversity ensures the QMS addresses the real-world needs of each department and creates a sense of shared ownership from the very beginning.
Step 2: Assess Your Current State and Find Gaps
You can’t map out your journey without knowing your starting point. The next step is to conduct a thorough gap analysis to understand your current processes, systems, and compliance status. This involves looking at both internal and external factors. Internally, review your existing workflows, documentation, and company culture. Externally, consider market trends, customer expectations, and, most importantly, the specific FDA regulations that apply to your industry.
This assessment will highlight what you’re already doing well and where the gaps are between your current state and your desired QMS framework. The findings will help you define the scope of your implementation project and prioritize the most critical areas for improvement.
Step 3: Set Your Quality Policies and Objectives
With a clear picture of where you stand, it’s time to define where you’re going. Start by creating a quality policy. This is a concise, high-level statement that outlines your company’s commitment to quality. It acts as a guiding principle for your entire organization.
From there, establish specific, measurable quality objectives. These are the concrete goals that will bring your quality policy to life. Instead of a vague goal like “improve product quality,” use the SMART goals framework to set a target like, “Reduce customer complaints related to packaging defects by 15% within the next six months.” These objectives give your team clear targets to work toward and provide a benchmark for measuring success.
Step 4: Map and Document Your Key Processes
This is where you get into the nitty-gritty of how your business operates. Work with your team to map out every key process, from sourcing raw materials to handling customer feedback. Using tools like flowcharts can help visualize how different activities connect and identify opportunities for improvement. The goal is to understand the “who, what, when, where, and why” of each step.
Once your processes are mapped, document them in the form of Standard Operating Procedures (SOPs), work instructions, and forms. This documentation is the backbone of your QMS. It ensures that tasks are performed consistently, which is crucial for maintaining quality and compliance. Clear, accessible documentation also makes it easier to train new employees and prepare for regulatory audits.
Step 5: Create Metrics to Monitor Quality
You’ve set your objectives; now you need a way to track your progress. This is where Key Performance Indicators (KPIs) come in. KPIs are the specific metrics you’ll use to measure how effectively you’re meeting your quality goals. Each objective you set in Step 3 should have at least one corresponding KPI.
For example, if your objective is to improve on-time delivery, your KPI could be “percentage of orders delivered by the promised date.” Other common quality management KPIs include customer satisfaction scores, non-conformance rates, and internal audit findings. Regularly monitoring these metrics will give you the data you need to make informed decisions and demonstrate the effectiveness of your QMS.
Step 6: Train Your Team and Communicate the Plan
A perfectly designed QMS will fail if your team doesn’t understand how or why to use it. Effective training and communication are critical for successful adoption. Start by developing a communication plan that explains the benefits of the new system and how it will impact daily work. Be transparent about the changes and create opportunities for employees to ask questions and provide feedback.
Training should be tailored to different roles. Not everyone needs to know the entire system inside and out, but everyone needs to understand their specific responsibilities within it. Hands-on, practical training is far more effective than just handing someone a manual. A well-executed training program ensures your team feels confident and prepared to make the QMS a success.
Step 7: Roll Out and Test Your System
Instead of launching the QMS across the entire company at once, consider a phased rollout. Starting with a pilot program in a single department or for a specific process allows you to test the system in a controlled environment. This approach, often called a beta launch, is a great way to work out any kinks before a full-scale implementation.
During the pilot phase, actively collect feedback from the users. What’s working well? What’s confusing or cumbersome? Use this input to make necessary adjustments to your processes and documentation. This iterative approach not only helps you refine the system but also builds buy-in from employees, as they see their feedback being incorporated. Once you’re confident the system is stable and effective, you can proceed with a company-wide rollout.
Common QMS Implementation Challenges (and How to Solve Them)
Implementing a new Quality Management System is a major project, and like any big change, it can come with a few bumps in the road. Knowing what to expect can help you create a plan to handle these hurdles before they slow you down. Most companies run into similar issues around team adoption, budget, documentation, and technology. The good news is that with a bit of foresight, these common challenges are entirely manageable. Let’s walk through the four biggest obstacles and how you can solve them.
Overcoming Employee Resistance
It’s human nature to be wary of change. Your team is used to doing things a certain way, and a new QMS can feel disruptive. Simply buying the software isn’t enough; the real work is in getting everyone on board. The key to overcoming this resistance is clear communication and involvement from the start. Explain why the change is happening and how the new system will ultimately make their jobs easier and the company stronger. Provide thorough, role-specific training so no one feels left behind. When your team understands the benefits and feels confident using the new tools, they’ll be more likely to embrace the change instead of fighting it. This is a core principle of effective change management.
Managing Your Budget and Resources
A QMS implementation is an investment, not just an expense. While it requires a commitment of both time and money, the long-term payoff in efficiency, compliance, and customer satisfaction is significant. To keep your project on track, create a detailed and realistic budget that accounts for software, training, and any consulting fees. It’s also crucial to allocate dedicated resources—meaning, your team needs to have the time set aside to work on this. If you’re concerned about the upfront cost, consider a phased rollout. This allows you to manage cash flow and learn as you go, ensuring your investment delivers the best possible return for your business.
Handling Complex Documentation and Regulations
If you’re in a regulated industry, you know the mountain of paperwork involved in staying compliant. A QMS is designed to bring order to that complexity, not add to it. It helps you follow strict rules by ensuring all your documents adhere to the same standards and that everyone on your team acts consistently. By centralizing your standard operating procedures (SOPs), batch records, and other critical documents, a QMS makes everything easier to find, update, and review. This is essential for meeting the FDA’s Quality System regulations and makes audit preparation much less stressful.
Solving Data and System Integration Issues
Your QMS won’t be the only software your business uses. It needs to communicate smoothly with your other systems, like an ERP or a LIMS, to be truly effective. Without proper integration, you risk creating data silos and forcing your team into time-consuming manual data entry. Before you choose a QMS, make sure it can connect with your existing tech stack. Look for a system with a robust API and pre-built integrations. Planning for this from the beginning ensures that information flows seamlessly across your organization, creating a single source of truth and automating workflows wherever possible.
How to Get Your Team On Board with the New QMS
Implementing a new Quality Management System (QMS) is a huge step, but the system itself is only half the battle. The real success comes from getting your team to use it consistently and effectively. Change can be tough, and you’ll likely face some resistance. The key is to approach the rollout with a clear plan that focuses on communication, training, and demonstrating value from day one. When your team understands the “why” behind the QMS and sees how it makes their work better, they’ll be more likely to embrace it.
Lead by Example to Build a Culture of Quality
If you want your team to take the new QMS seriously, your leadership team has to lead the charge. When managers and executives actively use the system and talk about its importance, it sends a powerful message. A QMS isn’t just about checking boxes for an audit; it’s about creating a culture of quality that touches every part of your business. A well-implemented QMS helps your company improve continuously, keep customers happy, and manage risks effectively. Leaders should consistently highlight these benefits, framing the QMS as a tool for collective success rather than just another top-down mandate. This approach transforms compliance from a chore into a shared goal.
Provide Role-Specific and Ongoing Training
A one-size-fits-all training session won’t cut it. The way your quality control team interacts with the QMS will be very different from how your marketing or R&D teams use it. Invest in good training that is tailored to specific roles and responsibilities. Show each person exactly how the QMS fits into their daily tasks and makes their job easier or more effective. This helps them understand its practical benefits and builds their confidence in using the new system. Training shouldn’t be a one-time event, either. Plan for ongoing education, refresher courses, and sessions on new features to ensure everyone stays proficient and engaged over the long term.
Showcase Early Wins to Build Momentum
Nothing builds enthusiasm like seeing positive results. Instead of trying to do everything at once, focus on achieving a few quick, visible wins right after launch. Identify a common pain point that the new QMS can solve easily, like streamlining a specific documentation approval process. By demonstrating the system’s value early on, you can build trust and confidence across the team. These early successes create positive buzz and help convert skeptics into advocates. Celebrate these milestones with the team to reinforce the benefits of the new system and keep the momentum going as you roll out more complex features.
Create Support Systems and Listen to Feedback
Even with the best training, your team will have questions once the QMS goes live. Make it easy for them to find answers by providing accessible support resources like how-to guides, short video tutorials, or a searchable help center. A dedicated point person or support team can also make a huge difference. Just as important is creating a system for collecting feedback from users. Listening to your team’s experiences will help you identify friction points, fix problems, and make continuous improvements to the system. When employees feel heard and see their suggestions being implemented, they become more invested in the QMS and its success.
The Right Documentation and Tech for Your QMS
A successful Quality Management System runs on two things: clear documentation and the right technology. Think of your documentation as the playbook that defines your quality standards and processes, while technology is the tool that helps your team execute that playbook consistently and efficiently. In highly regulated industries, you can’t have one without the other. Solid procedures ensure you’re meeting compliance standards, and modern digital systems make those procedures easier to follow, track, and audit. Getting both of these elements right is fundamental to building a QMS that not only satisfies regulators but also strengthens your business from the inside out.
Essential SOPs and Regulatory Documents
At its core, your QMS is built on a foundation of essential documents. These aren’t just papers to be filed away; they are the practical guides that translate complex regulatory requirements into your team’s daily tasks. The most important of these are your Standard Operating Procedures (SOPs), which provide step-by-step instructions for key processes. Your QMS documentation will also cover critical areas like document control, change management, handling non-conformances, and employee training. By clearly documenting these workflows, you create a system where every action is traceable and compliant. This framework ensures consistency across your operations and makes it simple for everyone to understand their role in maintaining quality.
Choosing Digital Systems and Automating Workflows
While documentation provides the map, digital systems provide the vehicle to get you where you need to go. Moving from paper-based systems to a digital QMS platform can transform your operations. The right software helps you automate routine tasks, reduce the risk of human error, and centralize all your quality-related data in one accessible place. Imagine automated reminders for training, streamlined approval workflows for documents, and instant access to audit trails. Implementing a digital QMS helps you find the sweet spot between maintaining high-quality standards and managing costs effectively. This efficiency is key to scaling your business while staying on top of your compliance obligations.
How to Select and Validate QMS Software
Choosing QMS software isn’t like picking any other business tool. You need a system designed for the unique demands of your industry, whether it’s food and beverage, cosmetics, or dietary supplements. Look for software built to help you comply with specific standards like FDA regulations or ISO 22000. Once you’ve selected a system, the next critical step is software validation. This is the formal process of proving and documenting that your software operates correctly and meets regulatory requirements. Validation isn’t a one-time event; it’s an ongoing process to ensure your system remains compliant as it’s updated and as regulations change.
How to Know if Your QMS is Working
Once your Quality Management System is up and running, the work isn’t over. A QMS isn’t a “set it and forget it” project; it’s a living part of your business that needs regular attention to deliver real value. Think of it like a health check-up for your operations. You need to consistently monitor its performance to ensure it’s actually improving quality and compliance, not just adding another layer of paperwork. The goal is to confirm that your system is effective, efficient, and helping you meet your business objectives. Here are a few straightforward ways to measure its success.
Tracking KPIs and Compliance Metrics
The most direct way to see if your QMS is working is by tracking Key Performance Indicators (KPIs). These are specific, measurable values that show how well you’re meeting your quality goals. Instead of guessing, you’ll have hard data to prove what’s working and what isn’t. For regulated industries, your KPIs might include things like a reduction in non-conformance reports, faster batch release times, or a lower number of customer complaints. Tracking these metrics connects your high-level quality policy to the day-to-day work your team is doing. It also gives you concrete data to present to leadership, showing them the tangible return on their investment in the QMS.
Using Internal Audits for Insight
Don’t wait for an FDA inspector to tell you there’s a problem. Regular internal audits are your secret weapon for proactive quality management. These aren’t about pointing fingers or finding fault; they are health checks to ensure your processes are being followed as documented. Audits provide a clear picture of what’s actually happening on the ground versus what your SOPs say should be happening. Use these audits to identify gaps, inconsistencies, or areas where your team might need more training or clearer instructions. The findings from these checks are invaluable. They provide the insights you need to make targeted improvements and keep your QMS effective, ensuring you’re always prepared for an external inspection.
Monitoring Customer Satisfaction and Non-Conformance
Ultimately, your QMS should result in higher-quality products and happier customers. That’s why monitoring customer feedback is one of the best ways to gauge your system’s effectiveness. Keep a close eye on metrics like customer complaints, product returns, and negative reviews. A downward trend in these areas is a strong signal that your QMS is having a positive impact. At the same time, track your internal non-conformance rates. A non-conformance is any failure to meet a specified requirement. A well-functioning QMS will help you catch these issues early, identify the root cause, and implement corrective action to prevent them from happening again. Fewer internal errors and satisfied customers are clear signs your QMS is doing its job.
Planning Your QMS Rollout: Timeline and Resources
A successful QMS implementation doesn’t happen by accident; it’s the result of a thoughtful and well-executed plan. Rushing the process can lead to confusion, employee pushback, and a system that doesn’t actually meet your compliance needs. To set yourself up for success, you need to think strategically about your timeline, budget, and potential roadblocks. Breaking the project down into manageable pieces makes the entire process feel less overwhelming and ensures you have the right resources in place at every stage.
Think of it as building a house. You wouldn’t start putting up walls without a solid foundation and a detailed blueprint. Your QMS rollout plan is that blueprint. It guides your team, keeps everyone aligned, and helps you prepare for the unexpected. By focusing on a phased rollout, smart resource allocation, and proactive risk management, you can build a quality management system that not only satisfies regulators but also becomes a true asset for your business.
Breaking Down the Implementation into Phases
Implementing a QMS is a marathon, not a sprint. To make it manageable, you should break the project down into distinct phases. This approach helps you track progress, celebrate small wins, and ensure each component is solid before moving to the next. A typical implementation follows a logical progression: first you plan, then you build, and finally, you launch and maintain.
Start with a Strategy and Design phase where you define your quality objectives, map out processes, and select your tools. Next, move into the Build and Connect phase, where you document procedures and configure your QMS software. The Testing and Launch phase is where you run pilots, train your team, and officially go live. Finally, the Sustain and Improve phase involves ongoing monitoring, internal audits, and continuous refinement to keep the system effective.
How to Budget and Allocate Resources
Your QMS is only as good as the people and tools that support it. Before you begin, you need a clear budget and a plan for allocating resources. This starts with assembling the right team. You’ll need a dedicated project lead and a cross-functional group with experts from quality, IT, operations, and training. This ensures all perspectives are considered and helps foster company-wide adoption.
Your budget should account for both one-time and ongoing costs. This includes potential software licensing fees, validation expenses, equipment upgrades, and employee training. Don’t forget to factor in the time your team will spend on the project—it’s a significant investment. Being realistic about these costs from the start prevents surprises down the road and ensures your team has what it needs to succeed.
Managing Risks and Planning for Contingencies
Every major project comes with risks, and a QMS implementation is no exception. The key is to identify potential issues early and have a plan to address them. Common risks include employee resistance, technical glitches, budget overruns, and unexpected regulatory changes. Your primary focus should always be on mitigating the biggest risks to product quality and consumer safety.
To manage these risks effectively, conduct regular check-ins and be transparent with your team about progress and challenges. Regular internal audits and management reviews are essential for catching problems before they escalate. It’s also wise to build some flexibility into your timeline and budget to handle unforeseen delays or costs. A proactive approach to risk management keeps your project on track and reinforces a culture of quality and preparedness.
How to Maintain and Improve Your QMS Over Time
Implementing your QMS is a huge milestone, but the work doesn’t stop there. A quality management system is a living part of your business that needs regular attention to stay effective, compliant, and aligned with your goals. Think of it less as a finished project and more as an ongoing commitment to excellence. By embedding maintenance and improvement into your regular operations, you ensure your QMS continues to deliver value and protect your business for the long haul. This proactive approach keeps you ready for audits, responsive to market changes, and consistently focused on quality.
Create a Process for Continuous Improvement
Your QMS should never be static. The best systems are built on a cycle of reviewing, learning, and refining. Make this a formal part of your operations by scheduling regular internal checks and management reviews to assess what’s working and what isn’t. This creates a feedback loop where you can use what you’ve learned to make things better. Building a culture where everyone is encouraged to identify opportunities for improvement is key. When you fix problems, learn from missteps, and actively look for better ways to operate, you’re not just maintaining a system—you’re making your entire business stronger and more resilient. This is often guided by a Plan-Do-Check-Act model.
Monitor Performance and Take Corrective Action
You can’t improve what you don’t measure. Consistently monitor how your processes and products are performing by collecting data on key metrics like customer satisfaction, product quality, and supplier performance. Regular internal audits are also essential to confirm that your team is following the QMS procedures as intended. When issues like customer complaints or product defects arise, it’s crucial to investigate them thoroughly to find the root cause. This allows you to implement effective Corrective and Preventive Actions (CAPA) that not only fix the immediate problem but also prevent it from happening again.
Stay Current with Regulations and System Updates
Regulatory landscapes are constantly changing, and your QMS must adapt to keep you compliant. This means staying informed about new or updated regulations in your industry and adjusting your documentation, processes, and training accordingly. If you use QMS software, keeping it updated is just as important. Any updates or changes to your digital systems require software validation to ensure they still operate in compliance with FDA, ISO, and other standards. A well-maintained QMS ensures that your documents are controlled, your team acts consistently, and your data is recorded properly, giving you a solid foundation to handle any regulatory changes that come your way.
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Frequently Asked Questions
Is a QMS only for large corporations, or can my small business benefit from one? A Quality Management System is for any business that wants to deliver a consistent, high-quality product, regardless of size. For a small business, a QMS provides a solid foundation for growth. It helps you establish reliable processes from the start, making it easier to scale, train new team members, and be prepared for regulatory inspections long before they happen. You can start with a simple, streamlined system that fits your current needs and build on it as your company expands.
How long does it typically take to implement a QMS? The timeline really depends on the size and complexity of your business and how many processes you already have in place. For a smaller company, a focused implementation could take a few months. For a larger organization with multiple product lines, it might take a year or more. The key is to view it as a phased project rather than a race to the finish line. A thoughtful, well-planned rollout will always be more successful than a rushed one.
What’s the difference between a QMS and just having a set of SOPs? Think of it this way: your Standard Operating Procedures (SOPs) are the individual recipes for how to perform specific tasks. A QMS is the entire cookbook and kitchen management system. It connects all those recipes and includes everything else you need for success, like how you source ingredients (supplier management), train your staff, handle customer feedback, and ensure the final dish is perfect every time. It’s the overarching structure that makes sure all your individual procedures work together effectively.
Can I manage a QMS with spreadsheets, or do I really need special software? You can certainly start with a manual system using spreadsheets and documents, especially if your operation is small and straightforward. However, as your business grows, a manual system can become difficult to manage. Dedicated QMS software helps automate workflows, centralizes your data, maintains clear audit trails, and reduces the risk of human error. It’s an investment in efficiency and scalability that most regulated businesses find essential over time.
Once the QMS is implemented, is the hard part over? Implementing the system is a major accomplishment, but the real value of a QMS comes from using it every day. The “hard part” shifts from building the system to maintaining and improving it. This involves regular internal audits, tracking your performance metrics, and making adjustments based on what you learn. It becomes less of a one-time project and more of an ongoing commitment to quality that gets woven into your company’s culture.