Quality of an Organisation - People and Process Management for Organisational Sustained Success
Ian Erskine — Managing Director & CEO, ACI Global & E-Quip
ACI Podcast Episode 79: In this episode, we speak with Ian Erskine, Managing Director and CEO of ACI Global and e-Quip, in the latest Xraised conversation on people and process management for organisational sustained success. Drawing on more than 40 years of experience across global industries, Ian shares practical insights grounded in ISO 9004:2018, total quality management, and the role of people involvement in long-term business performance
This episode explores why process management is central to organisational sustained success. Ian explains the difference between policies, processes, and procedures, and why understanding those connections is essential for building an effective management system. He also shows how consistent, predictable results are achieved when organisations apply the Plan-Do-Check-Act (PDCA) cycle together with Accelerating Continuous Improvement across their people, systems, and daily operations.
Ian also addresses one of the most common reasons process improvement initiatives fail: organisations map processes without bringing their people with them. He discusses why identifying interested parties correctly, assigning process ownership clearly, and defining responsibilities and authority at every level are critical to turning a documented framework into real organisational behaviour.
The conversation also examines how to manage processes as an interconnected system rather than as isolated functions. Ian explains how organisations can visualise process networks, assess risk, monitor variation and deviations, and build the kind of people engagement that supports continuous professional development, leadership capability, and future-ready performance.
In closing, Ian makes the case for moving beyond compliance and conformance towards a more meaningful model of organisational excellence. He explains how ISO certification, the ACI Global 360 PDR Profile, and a genuine focus on people can help organisations become more capable, resilient, and prepared for sustained success.
This episode is essential listening for leaders, quality professionals, and organisations seeking to align people, process, quality, and performance to achieve resilient, future-ready, and sustained success.
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