My Library and Courses
Last Update: Sunday February 23, 2020

Key Idea: Make Every Employee a Quality Control Expert

There is no quality control department because everyone is in charge of quality.

Key Question:


Make every employee a quality expert.

Q: What happens to the corporate culture when everyone is responsible for quality?

A: At first you might think that if no one is in charge of quality then quality suffers but the opposite is true. When every person in the process has the power to stop a golf club and send it back, then everyone is on their toes. People take person pride in the fact that a golf club will not leave their hands unless it meets the high standards that Ping has become known for in the market place. The entire company is infused with pride and this translates to increased productivity.

Making everyone in charge of quality is also a team building strategy. If there was a quality control position, the person with that job might be seen as the cop on the beat who is looking for employees to make mistakes. Employees might even see this person as the enemy, and therefore quality becomes a bad thing not a good thing!

Think about it

What can you do to improve the results you achieve now? How can you turn every employee into a quality control person?

Clip from: Ping Golf with John Solheim, Karsten Manufacturing

Made in the USA:  Ping putters. Manufacturing is coming back.

How do I keep quality high? 

Phoenix, Arizona:  Innovators, by their very nature, are constantly going up against existing systems. The establishment. Sometimes their insights do not come by small increments, but by large leaps and then the renegades become outlaws!

If you are a golfer, you know Ping. It ranks at the top with Titleist, Spaulding, Calloway, Taylor-made-Adidas...  Yet , this business is still privately-held; and though the patriarch (and father) has died, his son, John, continues to build on all the lessons he learned as his engineering apprentice when they started this business.

Meet the Solheim family.  Like so many who redefine an entire industry, they were outlawed within it. They broke the rules. They created something totally new. Some people thought they were just crazy, until they began winning within their game. These renegades persevered. They negotiated, and today they are leaders within their industry and on their way to becoming a billion dollar business.

They began in a California garage in 1959. The sound of success here is "Ping"   and today John Solheim continues a tradition for excellence that began with with his father, Karsten.  Together they invented and began manufacturing  the Ping Golf Clubs.

Here you will see how a business constantly strives for a higher perfection.

  Go to all the key ideas and videos of this episode...
Go the homepage for this episode...

Ping Golf of Karsten Manufacturing

John Solheim, Chairman & CEO

2201 West Desert Cove
Phoenix, AZ 85029

Visit our web site:

Office: 6026875000

Business Classification:

Year Founded: 1959

Make Every Employee a Quality Control Expert

HATTIE: (Voiceover) If the set passes final inspection, and only then, it is wrapped, boxed and shipped to the customer.

JOHN: The interesting thing here is we don't have inspectors as such. Everybody is considered an inspector. In other words, anybody can reject a club throughout the system at any time.

HATTIE: What I think you've got is product plus service. It's a bundle. You're not just selling a piece of metal. I get my ID number in it, I get my name. You know, I mean, if I lose it--I mean, to me--so was that, like, revolutionary when you guys said, `We're going to give everybody their own little serial number because...'

JOHN: No, some of it, we wanted to know where the clubs were and we keep track of all the specifications of the clubs, so if somebody loses a club, they can get an exact replacement for it. And, you know, we even have the old models available in replacements, and that's something nobody else does. When a line runs out, it's gone. You can't get replacements. With our clubs, you can get replacements for--you know, for a long, long time.

Not a member yet? Learn!  Be empowered! Join us!