When you are the only accredited lab providing toxicology and microbiological testing in a Canadian province whose economy is built on resource and food-related industries, clients tend to see you as a vital resource.

To hear Sandra Whiteway, group leader for Jacques Whitford's Environmental Laboratory in Newfoundland and Labrador, tell it, some days, the lab functions more like a business resource center, offering and sourcing technical and business expertise. 

"It's actually very important for us to provide that kind of support," explains Whiteway, a food microbiologist who has, on occasion, found herself helping clients resolve HR issues.  "Businesses call looking for help and, in cases where we don't have the expertise, we can forward them on to someone who does.  It doesn't always result in immediate direct business for us, but, in many cases, it eventually does."

For Whiteway and her colleagues, going above and beyond their expertise to provide this kind of assistance is just part of the lab's commitment to exceptional customer service.  And clients clearly appreciate that effort.  From its humble beginnings in 1989 as a two-person operation located in a converted heritage building, the lab has grown considerably.  Today, the lab consists of a twelve-person team in its own customized office space.

"That growth is the direct result of our ability to anticipate and meet the needs of our clients, and the quality of service we deliver," says Whiteway.  "We understand that many of our clients don't have the background to interpret the data we provide.  So, we take time to review the results with them in a direct and easy-to-understand way so they can use that information to maintain quality in their operations."

Whiteway estimates they currently provide quality assurance testing, compliance testing and environmental effects monitoring services to more than 100 food producers, government-owned resource industries and other companies across the province.  Given that Newfoundland is an island, the fact that companies have ready access to such expertise helps them stay competitive in the global marketplace. 

"It can be a time-consuming - even costly - process for companies to send samples to the mainland and get the results when they need them," explains Whiteway.  "Having convenient access to quality assurance and compliance testing helps Newfoundland businesses to maintain and build their international market share.  That's why we began providing these services."

Much of the growth the lab has experienced has occurred since last spring, when it expanded its accreditation for food quality assurance testing.  That growth has prompted talk of another expansion for the lab, but Whiteway says there are no firm plans as yet.  In the meantime, she and her colleagues are busy exploring new ways to serve their rapidly expanding client base, including a program that will provide on-site training for clients.

"The program is designed to provide clients with a better understanding of what test results mean, how to collect representative samples, and the factors that can impact testing.  It means better quality of data for them, but it also gives them the knowledge to maintain quality in their operations, or their products, and grow their market share."

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