The Human Factor in Product Quality and Performance

Roger Connor - Former President of Global Manufacturing & Supply for GSK

Context:
As the leader responsible for GSK’s global manufacturing network, I knew that our ability to produce safe, high-quality medicines depended not just on world class systems and standards, but on the culture inside every plant.  I wanted to find a way to measure and understand that culture.

Tracey’s Values Assurance program offered an innovative approach: one that would help understand and shape the real, human dynamics shaping our performance on the ground. 

Impact:
The program was truly innovative and unlike anything I had seen. It revealed the human side of our operations: the beliefs, behaviors, and mindsets that can drive excellence or adversely impact performance.

Values Assurance refreshingly exposed both our strengths and our opportunities. For example, we discovered a new site leader who, in a short time, was making a remarkable difference: walking the shop floor, listening to operators, addressing issues, and engaging teams directly. These were things no metric or dashboard alone could have shown us— allowing us to share these learnings and create truly actionable plans.

Tracey’s approach translated culture from an abstract concept into tangible, practical, actionable insights.  The result was a fundamental shift in how we understood our plants and how culture directly affects quality, performance, and resilience. Values Assurance gave us a powerful new lens to safeguard our people, our products, and our promise to patients.

Relevant Services:
Culture Diagnostic, Enterprise Culture Risk Assessment, Global Culture and Controls Integration, Stakeholder Engagement Strategy