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Describes the success story of how Gilman, a division of Giddings & Lewis, Inc., with the help of Blackhawk Technical College, institutionalized reliability and maintainability (R&M) into its quality system and obtained ISO 9001:1994 certification and a declaration of compliance to the QS 9000 Tooling & Equipment Supplement. Looks at aspects such as defining the need for R&M and the integration of effective reliability and maintainability procedures into the quality system. Reports on a comprehensive training effort to educate the organization in R&M.