Management of Quality in Analytical Laboratories: a Supply Model for the Regulatory Sector

Following from a presentation the author gave at the Government Chemist Conference in London in April 2010 this paper gives, from a personal point of view, a fresh perspective on laboratory services operating in an increasingly competitive market. Buying an analytical service is unlike buying everyday consumer products therefore the paper challenges a supply model based on market forces alone. Purchasing criteria for regulatory laboratory services should also take into account the work ethics and culture of the providers. Customers will always look for the best value, but this need not equate to the cheapest contract rates especially where the service provider must deliver the one-off, or infrequently performed tests or address complex issues involving much interpretative skill and time. Customers and providers of analytical services need to work together to cultivate a symbiotic relationship, appreciative of each other’s constraints and business environment. With ever increasing pressure on local and national authorities to reduce costs in all public sectors this will undoubtedly present new and interesting challenges to the Public Analyst laboratories in the future. Growth, productivity and quality will continue to exert their influence and provide the key measures of success in 21st Century management.