Collaborative Techniques in Customer's Involvement Marina Rodrigues Brochado Federal Center of Technological Education, Brazil Antonio José Caulliraux Pithon Federal Center of Technological Education, Brazil INTRODUCTION An organization that intends to be capable of delivering quality products and services to its customers and must have all its functional departments and areas involved, not only the area of operations. In other words, it is not enough that an item is produced in accordance with its specifications if the project does not meet the necessi- ties of the customers. Moreover, it is not enough that all the departments optimize their performances in an isolated way, aiming at serving its immediate custom- raising the reasons that led this program to lose part of its efficacy in improving the company's performance and presents the collaborative work techniques in use through the study of a case supported by computer supported collaborative work (CSCW) in the process of certification of ceramic blocks (bricks). The use of the CSCW allowed the integration of the red ceramic industry with its final customer, the civil construction company.