IBM has an overriding worldwide commitment to the quality of the products, solutions and services we provide to our customers. Quality is recognized as a fundamental component of the value customers receive from IBM.

IBM is committed to the goals of achieving total customer satisfaction; delivering superior products, solutions and services; and exceeding customer requirements. Recognizing that the marketplace is the driving force behind everything we do, IBM implements effective business processes that support value creation for our customers and our stakeholders.

IBM leaders are responsible for establishing objectives and using measurements to drive continual improvement in quality and in customer satisfaction. All IBMers are expected to contribute to continual improvement as an integral part of our quality management system.

In effect since September 28, 2000.