• Based on this unit's readings and the online presentations, analyze the Case of the Belated Lab Test using the 4-step model described in Chapter 2 and Part I of this unit's online presentation. You will be creating the first steps of a performance improvement plan for this case study.
• The case is included below. The case study already describes the current flow of activities, so it may be helpful to make a list of the steps and who takes them. OPTIONAL: you can earn extra credit for including a flow chart of the steps, but the flow chart is not mandatory.
• Introduction: Introduce what your analysis will include and what topics you will cover. Include a preview of your findings of performance opportunities.
• Body: Be sure to address all of the following elements:
  • Create a brief description of the performance measures that are involved in this problem: Distinguish whether they are systems measures, process measures, or outcome measures? This is your problem statement.
  • Identify any internal and external customers that this situation affects.
  • Evaluate how satisfied each customer is with the current performance:
  • Construct a plan for how you would measure each customers expectations and whether they are satisfied with the current performance. Examine each customers requirements for the performance measure: what is each customer expecting? Describe at least two types of tools that you would use to determine their expectations and measure their satisfaction.
• Conclusion: Summarize your findings and conclude with a list of performance opportunities that will need to be addressed by future work teams.