Abstract

Companies often strive to enhance their delivered quality, and adapting a conscious strategy concerning quality management can be an effective means to that end. ISO 9001 offers a standardization framework which a plurality of organizations have certified themselves as being a practitioners. The standard encompasses quality control, quality assurance and quality improvement as core parts of the quality work undertaken. The standard also integrate the management of requirements as a fundamental part, and a prerequisite, for the quality work in general. However, despite the framework supplied by ISO there are still degrees of freedom which introduces risk. This demands of the organization that the ISO standard are implemented in such a way that the benefits of undertaking quality management can be reaped. By looking at how a certified company has implemented the quality management, as required by the certification, this study maps the complexity of integrating a quality system and the consequential management of requirements. The study finds that the company indeed have implemented quality control, assurance and improvement in such ways that the delivered quality appears to be enhanced. The study also finds that the company often is depending on its clients and their ability to provide comprehensive set of requirements. Undertaken projects in general could therefore benefit by increasing the company’s abilities within eliciting requirements from stakeholders, which includes fully integrating stakeholder analysis in the company’s processes.