The overall intent of this study is to test the quality process by identifying patterns related to the success of IS projects, so that we can move closer towards a generalizable theory of IS quality. As a means, 40 hours of personal interviews were conducted with 13 senior managers, four of whom are in vice-president positions. All the interviews were taped. Survey data from 45 questionnaires were also collected from the end users of the system. The remaining part of this paper presents the theoretical background followed by a discussion of the case. Finally, lessons and challenges from the study are presented.