Integrating process improvement, ISO 9000 and TQM in SITA Research and Development

ISO 9000, SEI CMM, BPI, TQM ‐ it was enough to make one’s head reel. How did one meld them into a cohesive quality programme? After a lot of research, Internet discussions, and strategy sessions with management and corporate quality “gurus” we formulated a plan, one that continually evolved from lessons learned each step of the way. Summarizes our approach for implementing a quality process in SITA R&D, how we integrated ISO 9000 and BPI and TQM, how we organized for the effort, how it all changed as we progressed, discoveries we made along the way and a preview of our next step.