Quality problems rarely start on the production line. They usually begin with unclear ownership, slow problem solving, and a culture that reacts instead of prevents. That was exactly the challenge facing one manufacturing facility before KORN CONSULT GROUP was asked to step in.
What followed was not a short-term fix. It was a complete shift in how quality was managed, measured, and lived every day.
This project was led by an Interim Quality Assurance Manager whose mission was clear: manage, coach, and develop quality associates and promote a positive quality culture throughout the facility. From day one, the focus was not only on numbers but on people and processes working together.
Turning Data Into Daily Action
The transformation started with visibility. Every day began with a review of the most important quality KPIs, including First Time Quality, scrap rate, and internal quality issues. These were no longer static reports. They became living tools that guided decisions and set priorities for the entire team.
Responsibility for reducing internal and external customer PPM was clearly defined. Instead of reacting to defects after they reached the customer, the team learned to detect risks earlier and correct them faster.
To make this possible, the organization adopted structured problem solving as a standard way of working. Failure analysis and customer complaints were addressed using 5-Why, Cause and Effect Diagrams, and the 8D methodology. Problems were no longer closed with temporary fixes. They were solved at the root.
Listening to the Process and the Customer
A key part of the project was learning how to truly listen. The team began measuring and acting on the voice of process and the voice of customer. This created a clear link between what was happening on the shop floor and how customers experienced the product.
At the same time, the supplier quality organization was strengthened. Raw material issues were analyzed directly with suppliers, not through emails and reports but through real collaboration and process reviews at supplier facilities. This partnership approach improved incoming material quality and reduced downstream defects.
Building Quality Into the Way People Work
Sustainable change required more than tools. It required new habits.
One of the most impactful changes was the introduction of 1 piece flow as a quality principle across all operations. This reduced hidden defects, improved traceability, and made problems visible immediately.
Operators received targeted training to reinforce Quality Principles and to help them understand how their work directly affected the customer. To ensure consistency, Internal Layered Process Audits were introduced, creating a rhythm of verification and coaching across all levels of the organization.
Measurable Results and a Lasting Foundation
The results spoke for themselves. Customer claims decreased, internal quality performance improved, and raw material quality rose through active supplier engagement. Most importantly, new initiatives were successfully handed over to the permanent Quality Manager, ensuring that progress would continue long after the interim role ended.
This was not just a quality improvement project. It was a cultural reset.
Ready for Your Own Quality Transformation?
If your organization is struggling with recurring defects, rising customer complaints, or disconnected teams, it is time to rethink how quality is led.
KORN CONSULT GROUP helps organizations turn quality into a strategic advantage.
Contact us today and start building a culture where quality drives performance.