What happens when the procedure looks right on paper, but real work tells a different story?In this episode of All Things Quality, I’m joined by Andrea Baker, The HOP Mentor, for a practical conversation on Human and Organizational Performance (HOP) and what quality leaders can learn from the human side of work.We get into how Andrea found her way into HOP, why safety and quality are more connected than many people realize, and how leaders can move from blame-based reactions to better learning. We also talk about procedure drift, person vs. system thinking, culture change, and where AI and technology can help—or hurt—when organizations are trying to understand how work really gets done.More resources:Andrea Baker on LinkedInAndrea’s 2026 ASQ Lean and Six Sigma Conference keynote presentationThe HOP Mentor websiteJoin ASQ

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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