Interview by Sigrid Tornquist

How do you standardize quality procedures within the company?

We’ve had an ISO 9001 certified quality system in place here since 1997. It provides a very good framework for people to understand their roles and the procedures we all need to follow for things to work consistently and with the outcomes we expect for both customers and ourselves.

How do you address customer expectations in terms of the higher cost of quality structures?

When companies with “short term” products try to sell them as a “long term” solution, it’s not good for the customer or for the industry. We try to educate the customer, and at times we just pass on a project if we’re not a good fit. Warren Buffet has a lot of interesting observations regarding business. One of them is: “Price is what you pay. Value is what you get.”

Sigrid Tornquist is a freelance author and editor based in St. Paul, Minn. She is also the associate editor of InTents magazine.