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This case deals with the implementation of a quality assurance policy - BS5750 into a service sector organisation. It describes the background to the policy decision, and the implementation process that took place. The case permits the discussion of quality initiatives, and exposes some of the organisational difficulties which can emerge. It views these from both a managerial and employee stance. It focuses on such issues as management of change, communication, human resouce management, involvement and commitment. The case allows students to explore organisational issues surrounding a quality improved initiative and provides an opportunity for them to tackle solutions.