Melissa :  We had a major quality issue with one of our big customers a while back. They were really angry with us and they threatened to take away their business if we hadn’t resolved the problem.
Paul : What happened?
Melissa : In fact, it was part of some latent problems that had been lingering on for a few years, and I can’t believe that nothing was done about it before! So things really came to a head during their last audit when they noticed that we didn’t have a camera on the production line. So a few years back it had already been noted, and the Quality manager told me he would install one, but he never did.
Paul : Why not?
Melissa : Other priorities, lack of communication between departments, no procedures for   action plans, you name it!
Paul : So what are you doing about it?
Melissa : So, first off, I’ve implemented a project management process, it’s a real change in mindset. So we’ve selected a project management tool, it’s dead easy to use, so that everyone can monitor actions and we make sure that nothing is left out.
Paul : I bet the engineering department were delighted about that (sarcastic tone)!
Melissa : Well, you can guess their reaction…
Paul : I guess it takes a bit of time to get used to doing things differently, but once that they see that they can save time, and do things more efficiently, I’m sure they’ll come around!
Melissa : Yeah, a few of the older guys started fretting about all the data inputting, but it really is a fantastic tool. It’s mostly plug and play.
Paul : And what about the camera thing?
Melissa : Well, the worst thing about it, I went to see the IT guys, and they had a camera in a drawer the whole time! They just told me they didn’t have time to install it…