This Quality System Essential course is about why your laboratory needs to identify its external and internal customers, their needs, and their perception of your services.

At the end of this course, you will be able to:

• Distinguish between external and internal laboratory customers
• Outline the general expectations of your laboratory’s external and internal customers
• Apply methods to determine internal and external customer satisfaction
• Propose ways to use customer feedback to improve quality
• Organize the activities to implement a complaint response program
• Summarize the key features of a service-driven organization

This course has been approved for P.A.C.E.® credit. The suggested prerequisite for this course is:

• QMS: Introduction to Quality Management in the Medical Laboratory