Abstract
In any organization reaching a quality standard means embarking on a programme of continuous change. Change is, however, disruptive and to many of those affected unwelcome so it is important to approach this task carefully if genuine overall improvement is to be achieved. This paper offers some views on this issue based on the experience of attempting to help define and implement a Quality Management System (QMS) for an IT organization over a two-year period. The work was funded under the UKTeaching Company Scheme (TCS) and involved the University of Ulster working with the MIS Department of AVXLtd. an international electronics company. The project is described in detail and a series of ‘lessons learnt‘ presented.
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