by Greg Powell, B.S., M.B.A.
The calibration laboratory is increasingly viewed as a business operation. In-house labs are called on to justify their expenses relative to the cost of a commercial lab. Commercial laboratories are under pressure to lower cost and improve service. Outsourcing, the process of acquiring a service from outside the organization that was formerly provided by in-house staff, is all the rage. Whether you work in a commercial lab or in a dedicated in-house facility your organization will be looked at more and more from a business point of view. One of the first items that have to be addressed is the role that Marketing and Customer Service play in the operation. This article explores the essential , and often overlooked, role that Marketing and Customer Service play for any lab. In addition, we’ll provide some tips on useful directions that your lab might consider.
