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Customer Focus in a Quality Management System, 1st Edition

This guideline provides useful information for how laboratories can develop and maintain a customer focus and meet the regulatory and accreditation requirements for managing external and internal customers.

This reaffirmed document has been reviewed and confirmed as suitable to remain published without revision to content, as of June 2021. The document’s next scheduled review is generally five years after the reaffirmation date.

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Chairholder: Jennifer F. Rhamy, MBA, MA, MT(ASCP)SBB, HP

Date of Publication: September 28, 2017

Order Code PDF: CLSI QMS19Ed1E
ISBN Number: 1-56238-825-8

Order Code Print: CLSI QMS19Ed1
ISBN Number: 1-56238-824-X

Edition: First

Pages: 92

CLSI QMS19 Abstract

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.