Between Serving Customers and Product Selection. Even after customers receive the products, the
program must continue to monitor the quality. Programs must determine if customers are satisfied with
the quality of the products and whether the customers are satisfied with the service they received. Health
workers must adhere to standard treatment guidelines when serving clients; they must also conduct
pharmacovigilance. Quality monitoring of both the product and the service is critical to the success of
efforts to promote the appropriate use of products. Customers should correctly use the products they
receive and be satisfied with them and with the service they received. The results of monitoring customer
satisfaction can be used to inform decisionmakers about changes in product selection and use for the
next procurement cycle. Remember, serving customers is at the top of the logistics cycle and that means
getting the right goods to those customers.