Achieving continuous quality through people, process, tools and outcomes

In this talk, Stuart Day, Head of Quality at Capital One, shares how his team is working towards continuous quality by focusing on people, process, tools, and outcomes.

Stuart explains that quality is more than testing or shifting left. It is about building quality into everything we do and creating a shared understanding of what quality means across an organisation. Drawing on real examples from Capital One, he shows how his team has built a strong quality culture by defining a clear narrative, core values, and guiding principles that shape how people think and work together.

He introduces a simple model that connects people, process, tools, and outcomes to help teams create feedback loops and deliver value to customers. Stuart also talks about the role of leadership, psychological safety, and the importance of asking the right questions to understand the why behind what we build and test.

By the end, you will have practical ideas on how to bring continuous quality thinking into your own teams through the right mix of people, process, tools, and outcomes.