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Why Accountability Is the Foundation of a Culture of Quality

Group of life science professionals working together to bring a culture of quality

In the complex and highly regulated landscape of the life sciences, the manufacturing perspective of quality holds a pivotal role in ensuring the safety and efficacy of pharmaceuticals, medical devices, and biotechnology products. Building a culture of quality is not just a buzzword; it's a fundamental necessity. One key element in achieving this culture is the effective management of the corrective action/preventive action (CAPA) process. However, what many overlook is the profound influence our perspective has on these critical aspects.

The Role of Feedback in Establishing a Culture of Quality

Let's start by dissecting the notion of a manufacturing perspective of quality. In the life sciences, this perspective goes beyond ensuring products meet regulatory standards; it encompasses a commitment to excellence in every step of the manufacturing process. It's about recognizing that quality isn't just a department's responsibility; it's everyone's obligation. This perspective shift can be the bedrock of a thriving culture of quality. But a culture of quality doesn't emerge overnight; it's meticulously cultivated over time. It's about ingraining a mindset that values precision, consistency, and a dedication to continuous improvement. Feedback is at the heart of this culture, driving the CAPA process forward.

Changing Our Perspective on CAPA Processes

The CAPA process is a systematic approach to identifying, correcting, and preventing issues in manufacturing and quality control. It's a cornerstone of good manufacturing practices (GMP) in the life sciences. Here, our manufacturing perspective of quality plays a pivotal role. If we approach CAPA as a mere compliance requirement, we miss an opportunity to transform it into a powerful tool for process optimization. To fully harness the potential of the CAPA process, we must first acknowledge the critical role of feedback and how a change in perspective can make all the difference.

Imagine a scenario where a deviation in a manufacturing process is discovered. In a culture that views CAPA as a box-ticking exercise, the response might be mechanical — correct the issue, document it, and move on. And for a team member, the response could be “I was doing what I was supposed to do” or “am I in trouble?” Generally, the relationship to feedback when the CAPA process is viewed as a box-checking exercise tends to be very reactive and rarely productive as it doesn’t engender real growth over time. Such a mindset, where feedback is met with apprehension, forms a stifling environment where genuine growth and systemic improvement are curtailed.

The Impact of Mindset on the Culture of Quality

Let's look at the situation through another lens. When an employer reacts to a deviation with a closed mindset, such as "Why isn't this happening? Why can't you just get it done?" they inadvertently shut down the employee's willingness to communicate. This creates a dysfunctional feedback loop, where valuable insights from the frontline workers, those who intimately understand the processes, are lost. Not only is this antithetical to the culture of quality, but it's also a missed opportunity for the employer to gain a comprehensive understanding of what might not be working within the broader system. One could instead encourage a thorough investigation, which can lead to identifying root causes rather than just addressing symptoms. For the team member(s) involved, it creates an opportunity for training and support that can close whatever gap exists in their development, making way for breakthroughs in problem-solving, communication, and performance.

You Can’t Have Quality Without Accountability

In a culture of quality and accountability, everyone understands that their actions have a direct impact on the quality of the final product. Accountability is not just a matter of compliance; it's a shared commitment to excellence. In this context, feedback isn't something to be feared or avoided. It's a valuable tool for enhancing processes and ensuring consistent quality. This mindset encourages employees to share their insights, contributing to a culture of collaboration and innovation. From a regulatory standpoint, a manufacturing perspective of quality that values feedback and accountability is a significant advantage. Regulators favor organizations that demonstrate a commitment to quality beyond the minimum requirements. This perspective can streamline regulatory interactions, as it shows a proactive approach to compliance and product safety.

The manufacturing perspective of quality is not just a lens through which we view our processes; it's a guiding philosophy that shapes our actions. By embracing a perspective that values feedback and accountability, we can transform the CAPA process from a compliance task into a dynamic engine of improvement and innovation. This, in turn, contributes to the cultivation of a robust culture of quality within the life sciences industry, ensuring regulatory compliance and fostering excellence in manufacturing processes. Additionally, when teams adopt a growth-oriented mindset, it improves their understanding of deviations and creates an atmosphere of trust and respect. This boosts employee morale and commitment. As they become more dedicated, the quality of their work improves. Over time, this solidifies the organization’s reputation for excellence in the industry, ensuring sustained high-quality output, success in a competitive market, and ultimately benefiting patients and consumers worldwide.

To learn more about organizational communication, collaboration, and continuous improvement, be sure to catch Aligned Being’s breakout session on Tuesday, October 17th, led by Nicolle and her Aligned Being co-founder Micky Chorny, at the 2023 Masters Summit. Registration for the industry’s premiere quality and manufacturing event is now open, so don’t miss out!


Nicolle Medina, CTO and co-founder of Aligned Being LLC, is a certified life coach with eight years of experience facilitating meditation, mindfulness, and high-level communication skills. She has worked with individuals, coaching teams, performing arts groups, and businesses of varying sizes, catalyzing breakthroughs for leaders of all walks of life through transformational coaching and development. Nicolle has coached and facilitated workshops with organizations such as Simon Sinek Inc and Lululemon. She brings an understanding of humanity that is both completely holistic and totally pragmatic at the same time.

Her individualized, nuanced coaching style is simple, organic, and effective – focused on helping clients develop a deeper understanding of the habits and lifestyle choices that will most improve their relationships with themselves and others. She always aims to guide people and organizations to live their lives from a place of authenticity, soul alignment, and power.

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