The Nuclear Information Centre (CIN), a department of the Brazilian National Nuclear Energy Commission (CNEN), provides information services in a wide scope of scientific and technical subjects, to both CNEN employees and other institutions in Brazil and other Latin American countries. CIN has three divisions: documentation, promotion, and technology. This paper describes the experience of the continuous development climate aimed at achieving excellence for users of the Promotion Division. The improvement program focuses on critical appraisal of the organization, evaluation of procedures, and attention to personnel morale, education, and training, including communication and team empowerment. People management and human development were ranked at a higher importance level than any other aspect of administration. Four main indicators were chosen to measure performance: number of new users, rate of usage by present users, billings, and number of complaints per year. The main features of the quality program are: building a customer driven division; utilizing the skills developed by those who work directly with users; performing an experiment within the limits of the Promotion Division, without support of the entire institution; implementing a program directed toward the user rather than production; and trying to construct a tailor-made model, using basic principles of quality but avoiding a single traditional or ready-made model. (SWC)