Onward and Upward

Abstract:This article presents a case study of how the the Technology Delivery Center of the Xerox Corporation used international quality management standard ISO 9001 to revise its quality management system to ensure that the system is efficient and effective while protecting profit margins. In the process, the standard was used to transform the organization and establish a quality approach to operational excellence. The Technology Delivery Center (TDC) is an engineering-matrix organization within the government and transportation sector of Xerox Services. This organization supports multiple lines of business with project management, software design and development, hardware design and development, systems design and development, testing, quality assurance, safety and installation work. A related video interview is available online; in the interview, the author talks about Xerox and how the organization used ISO:2008 to transform its quality management …

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