If were all responsible for quality, does that mean that in the end, nobody really is?
Or is it like with my daughters, where the person who last touched it is ultimately the one held responsible - meaning the Field?
Quite the opposite! Quality is one of Otis Absolutes, and as a service provider whose customer relationships often span decades, quality must be far more than a footnote.
Yesterday, we had the pleasure of welcoming Udo Hoffmann, Senior Vice President Global Field Quality, to our Training Center. Like so many colleagues across our 72,000 strong organization, Udo embodies the culture of owning the outcome and taking responsibility that helps ensure millions of safe rides with our products every day.
Beyond the specific projects and initiatives he is driving together with his global team, Udo took the time to explain how the different functions within our company work together to deliver the level of quality our field mechanics rely on, and how we use feedback loops to continuously improve every day.
Our Field Training organization is an important part of that global strategy. And that may be the most important takeaway from yesterday: quality is never the responsibility of one function alone. It is built through clear accountability, seamless collaboration, and a shared commitment to one of Otis Absolutes.
Special thanks to Sasha Marie Runge for continuously supporting us in improving the quality of our communication. After all, communication, like quality itself, is something we should never stop working on.