How does a large, multifaceted company change its culture from one where quality and customer satifaction were an afterthought to one where these elements became the driving force behind its main software development business, achieving both ISO 9001 registration and a CMM Level 5 rating in the process? Telcordia Technologies (software development groups) instituted these institution-wide changes over five years.
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Bill Pitterman (2000) studied this question.