PART 1: Alignment Is the Key


Culture Drives Performance

The quality engineer couldn’t believe what he was hearing. In 2005, when a sample from a batch of more than a million bottles of St. Joseph aspirin wouldn’t dissolve properly, the engineer did what Johnson & Johnson quality professionals had been doing for generations: he blocked that batch from shipping. Now he was being chewed out by his boss. “Do you like working here?” the manager asked. “Then make sure this shipment passes. There’s no reason it should fail.”1

The engineer thought, How could this be happening? Back in the 1980s, quality professionals were the white knights of the company. Entrusted with its reputation and expected to enforce its highest production standards, they were ...

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