scope:

Clinical and Laboratory Standards Institute guideline QMS19-Customer Focus in a Quality Management System defines the laboratory's external and internal customers; outlines the fundamentals of identifying customer expectations, defining shared expectations, and communicating performance outcomes; and provides useful tools to help the laboratory focus on providing quality examination results, products, and services to its customers. The processes described in this guideline will also help laboratories meet regulatory and accreditation requirements related to managing laboratory customers.

Clinical and Laboratory Standards Institute (CLSI). Customer Focus in a Quality Management System. 1st ed. CLSI guideline QMS19 (ISBN 1-56238-824-X [Print]; ISBN 1-56238-825-8 [Electronic]). Clinical and Laboratory Standards Institute, 950 West Valley Road, Suite 2500, Wayne, Pennsylvania 19087 USA, 2017.