Who
He learned it by running things.
A lot of the work is shop-floor quality: ISO 9001, AS9100, records, training, the routines that have to hold when the line is behind. Family businesses, nonprofits, and legal practices run into the same problems — who owns the next step, what the standard is, what happens when it drifts.
If something is stuck, send a note. Client login is in the header.