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The necessity for, the importance of and the potential benefits from a quality improvement process (qip) will be outlined. The process will be based on simple fundamental principles and also aimed at understanding and improving the effectiveness of the relationship between the supplier and the customer, both internally and externally, within a large chemical company. The role of education for all staff as a key element of the improvement process will be described and some early successesdoi:10.1098/rsta.1989.0011 fatcat:glw7fdww5jhwhoz3ojqqu3cz3e