Quality
Does the product do what you said it would?
What it measures
How consistently your product meets spec, how quickly quality problems are found and fixed, and whether recurring defects get root-cause treatment.
Why it matters
Quality defects cost three times: the bad unit itself, the customer trust that paid for it, and the hours you spend re-making it. Sustained quality is the cheapest marketing a company can buy.
What good looks like
- A quality checklist for every product or process that could fail
- Defect rates tracked and categorised
- Root cause analysis on recurring problems, not just the last one
- A structured quality framework (Six Sigma or similar) when the volume justifies it
How it evolves across levels
- L1 Foundation
Quality standards are written down.
- L2 Structure
Defect rates are tracked per product.
- L3 Performance
Root cause analysis replaces blame; defects trend down.
- L4 Excellence
Quality is consistent across shifts, lines, and sites.
- L5 Mastery
Quality is how customers describe the company in one word.