Integrated process management-a case study

In 1987, International Computers Ltd. (ICL) defined as one of its key strategies for survival `to become a household name for quality and customer care´. Major worldwide programmes were introduced to develop a new culture into the company whereby every employee would come to regard customer satisfaction as paramount. The author describes how a quality improvement process was implemented across the company and this was subsequently complemented by an integrated process management programme to achieve registration to ISO9001 worldwide