Abstract:

This paper describes the key elements of Custom Research Inc.'s quality management system and the role technology has played in Custom Research's continuous improvement, a system which has been recognized by its success in United States’ national and state quality recognition programs. The paper presents a case history, in specific terms, of what one company has done to achieve significant, measurable quality improvements, which have translated into business and financial success, too. These improvements and the approaches that provided them are real life, proven practices-not just theory. Moreover, the practices outlined are ones any research firm or company research department could adopt for its use.