Tracking tools and Biological Resource Center client relations

Abstract

As well as any organization that delivers goods or services to clients, Biological Resource Centers (BRCs) must mobilize tools in order to monitor and manage their relationship with their clients. We have grouped these tools into four main categories: communication tools that allow the BRC to promote its activities, administrative tools that allow the BRC to follow up on the request for a resource and/or service, regulatory tools that guarantee that the products and/or services delivered comply with the regulations in force and finally the tools for collecting customer needs and satisfaction. These tools must be adapted to each BRC, i.e. in line with the size of the BRC considered and its dissemination strategy. There are few tools specific to BRCs; it is up to them to find the most relevant ones among the existing tools, to adapt them or to develop specific ones. The ISO9001 and 20387 standards, as well as the OECD guidelines on BRCs, are a valuable source of information on the prerequisites of these tools and their purpose and help BRCs for choice and implementation of these tools.