A study was set to define a suitable procedure of quality assurance, aiming to define quality measurements and develop assessment questionnaires. The exercise started with a survey of products and services offered by individual centres. The need for a mission statement emerged as a prerequisite to any quality definition. Objectives for a hypothetical drug information centre were drawn. Essential common quality indicators adequate to the full range of products were identified. Specific quality indicators for each product have also been produced. Recommendations on assessment techniques were defined and follow up measures were indicated. Overall assessment of the service was not tackled as resourcing was considered critical for the production; individual parameters were not weighted, as the weakest ring in a quality chain defines the overall quality of the product. The understanding of needs and queries of customers emerged as crucial to the achievement of quality; indications were given as how to proceed in case of a direct contact with end customers being impossible. Drug information professional's responsibilities were also stressed, particularly in the case of a ‘negative’ answer.

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