Manufacturing Leadership: Why Quality and Customer Experience Belong Together скачать в хорошем качестве

Manufacturing Leadership: Why Quality and Customer Experience Belong Together

In this episode of Shop Floor, Top Floor Talk Show, host Josh Santo sits down with Anne Trobaugh, Vice President of Quality and Customer Experience at American Woodmark. Together, they explore what it takes to move quality beyond a compliance exercise and make it a real driver of customer satisfaction and business results. Anne shares how her team at American Woodmark developed a customer experience dashboard built on direct feedback, focusing on delivery, product quality, and response. She explains why keeping priorities clear, communicating results across all levels, and empowering teams to solve problems make a measurable difference. Anne also discusses the value of seeking diverse perspectives, learning when to end projects that no longer serve their purpose, and using data to drive decisions at the executive level. The conversation closes with Anne’s take on the need for more women in manufacturing, the power of mentorship, and the growing role of artificial intelligence in improving both back office and plant floor operations.