Question: Case study Quest Diagnostics (A): Improving Performance at the Call Centers Zeynep Ton and Cate Reavis how to approach the case study ? what are

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

how to approach the case study ?

what are the main presenting issues ?

what hard evidence is there that the situation needs action ?

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