“Sometimes your joy is the source of your smile, but sometimes your smile can be the source of your joy.” —Thich Nhat Hanh

You’re a corporate quality director at a multisite enterprise with operations spread across the country or around the globe. At some point, you’re going to face the question: How do I keep my local quality leaders engaged, and on the same page?

The process approach is a concept crucial to proper quality management. This concept is not new. In fact, it’s how ISO 9001 was designed to work from the very beginning.

Do you really know who your customers are? Do you take a 30,000-foot view or a more granular, zoomed-in view in understanding and describing them?