Due to economic reasons, the engineering office Geo5 GmbH decided to implement an ISO 9001 quality management system. The first part of the thesis comprises the necessary terminology and theoretical foundation in order to understand the basics of quality management systems and the ISO standard. Furthermore, the characteristics of quality management systems in service companies are explained. This segment also encompasses the Failure Mode and Effect Analysis in service companies as well as the measurement and analysis of the quality from a customer perspective. The practical part of the thesis covers the planning phase of the ISO 9001 quality management system implementation and includes the defined quality policy and the process map. Moreover, the results of the conducted Failure Mode and Effect Analysis are elucidated. The risk analysis enabled the identification of potential risks, whereas corresponding mitigation measures were defined if required. Additionally, a customer survey was conducted to ascertain the importance of specific service properties from the customer’s view and the customer satisfaction on those attributes. The results are brought together and illustrated in a customer satisfaction portfolio. Conclusively, the management review, the first-party audit, as well as the certification audit are outlined.