00:00 – 00:40 | Welcome and Guest Introductions
Nat and Lauren open the episode by introducing Deb Fitzmartin, who leads Quality, Health & Safety, and Steve Massey, head of Sales & Marketing. They set the stage for a deep dive into how Regency Glass ensures top-tier product quality while delivering exceptional customer service.
00:40 – 01:44 | Deb’s Journey into Quality Management
Deb recounts her start as an automotive lab technician, completing a 12-year apprenticeship before joining Regency in 1997. She explains that quality is seldom chosen—it’s a vocation you grow into. Today, she oversees the full Quality Management System, from goods inwards to final inspections, and leads a shop-floor team dedicated to consistent compliance.
01:44 – 02:40 | Steve’s Sales & Marketing Path
Steve describes shifting through diverse sales roles—selling everything from carpets to kitchens—before entering the glazing industry in 1997 and joining Regency in 2007. His remit is twofold: nurturing existing customer relationships and driving new business by advising on the right glazing solutions for specific applications.
02:40 – 03:40 | Influences and Company Culture
Steve highlights Regency Glass itself as his biggest daily influence—its professionalism, state-of-the-art facility, and cutting-edge machinery keep him “on his game.” Deb cites strong mentorship early in her career and credits her mother’s work ethic and integrity as foundational inspirations, reflecting the people-first ethos at Regency.
03:40 – 04:40 | Building a Robust Quality & H&S Framework
Deb explains the backbone of their system: ISO 9001, EN 1279, and BS 12150 standards, which mandate Factory Production Control (FPC) at every stage. She emphasizes “process controls”—verifying materials on arrival, monitoring in-process parameters, and final product checks to catch deviations before they reach customers.
04:40 – 05:40 | Daily Quality Processes and Tools
From goods-in inspections to sealant ratio checks and frame loading protocols, Deb walks through the checklist that ensures every component meets spec. She recalls a case where mismatched Georgian bar keys were caught at goods in—an example of how rigorous incoming checks prevent downstream customer issues.
05:40 – 06:40 | Advanced Testing: Fragmentation & Cullet Scanning
Regency recently invested in a cullet scanner that automates seed counts in toughened glass fragments, drastically reducing manual error. Deb still teaches the manual method for education and backup, but real-time digital data feeds into their QCS system for continuous monitoring and trend analysis.
06:40 – 07:40 | Data-Driven Quality Monitoring with Power BI
Steve and Deb discuss how they capture every defect, re-work, and test result in Power BI dashboards. This gives leadership an hour-by-hour view of reject rates and defect causes—enabling them to identify spikes, drill down to root causes (machine settings, operator training, transport), and take corrective action immediately.
07:40 – 08:40 | Inline Scanning to Eliminate Marks
The latest investment: high-resolution scanners on production lines that detect internal cavity marks invisible to the naked eye. By catching these early, Regency can remove or re-process flawed units before they become costly customer rejects.
08:40 – 09:40 | Customer Feedback Loop & Root-Cause Analysis
Steve explains how open communication with clients (including handling “every unit seems faulty” claims) helps pinpoint whether issues arise in manufacturing, packing, transport, or on-site handling. Regency tailors packing and logistics per customer to minimize in-transit damage.
09:40 – 10:40 | Industry Evolution & Regulation
Both guests explore how glazing standards (BS 5713, CE/UKCA marking, U-values) and net-zero initiatives have reshaped the sector. Deb notes that Regency was quality-focused before these regulations existed, giving them a head-start in today’s highly regulated market.
10:40 – 11:40 | Maintaining Sub-1% Reject Rates
With a corporate target of ≤1% remake rate, Deb and Steve describe leadership’s role in resourcing, training, and monitoring to catch blips—whether mechanical, tooling-related, or human error—before they escalate. This relentless pursuit of consistency builds customer trust and reduces cost of quality.
11:40 – 12:40 | Gas-Filling & Leak-Testing Showcase
Steve demos the gas-tester “rocket” used to verify argon fill in IGUs. Clients can test any unit on the shop floor, seeing the spark and hearing the reading—an engaging way to demonstrate Regency’s precision and reinforce confidence in the final product.
12:40 – 13:20 | Closing: “The Difference Is Clear”
In their own words, Deb pinpoints Regency’s unwavering process controls and culture of continuous improvement, while Steve highlights consistency—of quality, service, and delivery—as the defining edge. They agree that the real differentiator is the people: a united team committed to doing right by each other and every customer.
