At Quest Diagnostics Nichols Institute the framework for a customer-focused quality management system includes philosophy, management policies, procedures and tools. Quality customer service is imperative in laboratory medicine. Managers from all disciplines meet daily to discuss all issues that impact our clients. Issues are assigned to the responsible managers and prompt resolution is expected. The Customer Services Department tracks resolution and monitors trends. There is nothing unique about the concept of holding a daily meeting attended by all management. What is special is that it is so dynamic that improvements are made cooperatively and in real time. Quest Diagnostics Nichols Institute is committed to applying these changes and reengineering the way we do business in response to our clients’ needs.