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Abstract
The overall emphasis of Total Quality Management is on making a product or service match the requirements of its customers. Therefore the service provider must find ways to obtain information regarding both customer needs, and their perception of the current level of performance. Given the limited resources available to information services, it is also important to determine priorities for action by identifying those issues that need improvement and that customers see as being important.
This article describes the three main, formal methods used by Telecom Australia's National Information Resource Centre to obtain customer input and to regularly review its products and services.