Case (A) describes Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents. Case (A) sets the scene in 1991. It describes the launch of a service quality process to improve service from headquarters to subsidiary companies and eventually from subsidiaries to end customer.

Roche Diagnostics Division designs, manufactures and markets a range of in vitro diagnostic systems that consist of electronic instrumentation and chemical reagents.