The successful implementation of a Quality System depends largely on the commitment to quality by managers and their participation in the quality management process. Today, an accepted definition of quality is largely based on the concept of customer and supplier partnerships in all activities and includes meeting the needs and expectations of the customer as the measure of success. The supplier's clear understanding of the customer's needs and expectations is essential to defining necessary performance measures to ensure customer satisfaction. The roles of the customer and supplier may not always be obvious. Frequently, managers function both as customer and supplier in their concurrent role as principal scientist. Understanding customer and supplier responsibilities helps managers and scientists appreciate the role of quality in relation to the planning, implementation, and assessment of technical programs. The paper demonstrates how customer-supplier understanding may be used to train managers in applying the Quality System to their technical programs. The techniques used here are not confined to EPA or R&D applications. They may be applied to any product or service related activity.

Prepared for United States Environmental Protection Agency, Office of Research and Development, Environmental Sciences Research Laboratory by Batelle Memorial Institute under Grant Number 801174. Includes bibliographical references. Microfiche.