The primary goal of the commercial insectary is to satisfy the customer. However, providing an abundant and consistent supply of high-quality natural enemies that can be effectively used in integrated pest management programs is not always sufficient to accomplish that goal. Such an environmentally sensitive product, composed primarily of living organisms, must be produced, delivered, and applied with special care to achieve the desired outcome. Of utmost importance is the customers’ ability to recognize the results arising from the application of these natural enemies and to compare competitive products. Therefore, a reliable quality assurance program, consisting of comprehensive quality control and extensive customer involvement, is highly desirable. Specific examples to illustrate various aspects of a quality assurance program are taken from experiences with some representative arthropods: predaceous insects, Chrysoperla spp.; a predaceous mite, Phytoseiulus persimilis Athias-Henriot; and egg parasitoids, Trichogramma spp. In the insectary, a quality control program is normally made up of 3 major components: production control, process control, and product control. Standards (i.e., predetermined specifications) are established to measure variables throughout the system, such as temperature, humidity, content or quality of diet, fecundity, rate of growth, survival, vigor, sex ratio, and numbers. Methods of storage, packaging, and transport are included as a part of the transition between quality control and customer involvement. Customer involvement is an integral part of a quality assurance program. An effective educational program is necessary to ensure that the customers’ expectations of quality are compatible with reality and that they know how to evaluate the product on arrival and how to use it most effectively. Customer feedback is important to refine information flow and guide product improvement, thereby leading to product optimization and repeat sales.