A Total Quality Management team was formed at Oregon State University to improve the quality of student information publications. The team studied the critical process in detail, identified "customers" of student information publications, defined information to be solicited from the customers, interviewed them, and gathered data for improving the process. The interview asked for comments on existing publications, what an ideal format for student information publications would be, and how to measure progress toward that goal. Twenty-three customers were identified and interviewed. The interviews resulted in an issue statement to improve the quality of annual student publications by broadening the scope of the content and enhancing the format. Included are 12 references. (JB)