By Ntombi Mazibuko, Head of SHERQ, SPM
In infrastructure and maintenance operations, reliability isn’t a by-product—it’s a deliberate outcome of disciplined quality assurance. Every breakdown, unexpected downtime, and near-miss represents not just a lost hour or cost, but a breach in trust with our clients and teams. Quality assurance is more than a checklist; it’s the backbone of operational resilience, and it must be embedded into every process, decision, and interaction.
High-reliability organisations don’t leave performance to chance—they embed a few key practices into everything they do. These practices set apart teams that respond reactively to failures from those that prevent failures altogether. Here are the 10 quality assurance practices that make reliability predictable and measurable:
- Standardised Procedures
Consistency begins with clear, documented processes. When teams follow standard operating procedures, tasks are performed uniformly, reducing errors and deviations. Reliability cannot be built on guesswork. - Regular Audits
Routine inspections and audits are non-negotiable. They identify gaps before they escalate into operational failures and create accountability for every team and process. - Clear Documentation
Every action, decision, and observation should be recorded. Transparent documentation ensures knowledge isn’t lost and enables rapid analysis when issues arise. - Supplier and Contractor Checks
Quality is only as strong as the weakest link. Regularly assessing suppliers and contractors ensures that external partners meet the same standards as internal teams. - Preventive Maintenance Protocols
Maintenance should be proactive, not reactive. Aligning QA with preventive maintenance schedules keeps equipment performing optimally and reduces unexpected downtime. - Employee Training & Competence Checks
Reliability relies on people. Regular skills assessments, refresher training, and hands-on workshops ensure every team member understands expectations and is equipped to meet them. - Data-Driven Monitoring
Operational data isn’t just for reporting—it’s for decision-making. Tracking metrics such as defect rates, incident frequency, and downtime trends allows early intervention and continuous refinement. - Continuous Improvement Loops
Every project, maintenance cycle, or incident is a learning opportunity. Capturing lessons learned and feeding them back into processes prevents recurrence and drives stronger performance. - Cross-Functional Collaboration
Quality does not exist in isolation. Safety, risk, environmental compliance, and operations must collaborate, creating a network where issues are identified and resolved before they become crises. - Leadership Commitment
Finally, quality starts at the top. Leaders who demonstrate a visible, ongoing commitment to QA set the tone for teams, ensuring reliability becomes a culture, not just a program.
The outcome of embedding these practices is clear: fewer breakdowns, predictable performance, and a workforce aligned around operational excellence. For organisations managing critical infrastructure or maintenance-intensive operations, these practices protect not only assets but also trust, reputation, and the bottom line. At SPM, we see quality assurance done right as a competitive advantage, and reliability as its measure.