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THERE is a danger in reviewing developments in the reprographic field that one will merely degenerate into giving a catalogue of the recent hardware. Yet the hardware is important. One is reminded of Verner W. Clapp's remark regarding the effectiveness of the American Council on Library Resources that at the end of 11 years, $10 million and 413 grants, contracts and projects, the work of the Council on Library Resources had brought about a great many improvements but that, on the whole, the state of the art was just about where it was when they started!.

The electronics contract manufacturing market is growing and becoming increasingly competitive with original equipment manufacturers (OEM) expanding their use of contract manufacturers (CMs) to balance workload, lower operation costs and avoid manufacturing capital expenditures. Modern CMs are now expected to be involved in every aspect of an OEM’s product from concept design to customer delivery. This places increased pressures on the CM in terms of service to its customer and it is critical that all aspects of an OEM’s service requirements are determined in order to win business. Provides an overview of a process which may be utilised to capture and manage a customer’s main requirements and expectations from the early phase of contract negotiations to project implementation.