Case study 3 Quest Diagnostics (A): Improving Performance at the Call Centers Zeynep Ton and Cate Reavis

Step 2. Analyze the situation/issues clearly and ask yourself the following questions:

• What is the background to the case study?

What research could I use to understand the issues?

What solutions are desirable/possible?

case 3. Quest Diagnostics A.Ton conv.pdf 1 / 17 Case study 3 Quest Diagnostics (A): Improving Performance at the Call Centers Zeynep Ton and Cate Reavis We were caught in a negative feedback loop. We were so focused on productivity and getting the next call answered instead of thinking about how I can better assist this caller so it decreases the amount of calls. There wasn't time to think about if there was a better way. Jeremiah Kvas, Supervisor, National Customer Service, Lenexa, Kansas MaryAnn Camacho's first day at Quest Diagnostics (Quest), the leading provider of diagnostic services and solutions in the United States, was the first Monday in July 2015 and it was a whirlwind. As she walked through the front door of the company's Lenexa, Kansas, call center, she was struck by all the people milling about. They were clearly waiting for something and most seemed nervous