PART #1

Read Quest Diagnostics (A), posted in Canvas, and after considering your own position, answer the following questions:

 

1. Should Camacho devote her attention tooperations, staffing problems, or the work that the reps did? Why? (20points)

 

2. Was it better to focus first on addressing the reps’issues, such as step-based pay and career paths? (20points)

 

3. Would it have been better totackle several issues atonce? (20points)

 

 

Recommended Length: 3 Pages (size 12 font, 1.5 line spacing)

 

 

PART #2

Consider you are an Operations Management Consulting company, who are used to working with the Tampa branch, brought in to help Camacho. Your focus is on Customer Service and Quality (both tools mentioned in class, and quality programs you have experienced in your own work place). Please answer the following question:

 

4. How would you improve the customer services problemsexperienced by Quest Diagnostics? (60 points: 10 Problem Statement, 25 Recommendation, 15 Exhibits and Use of Quality Tools andTechniques, 10Communication

The memo should:

• Recommended Length: 3 pages (size 12 font, 1.5 linespacing)

• Be written in a formal memo style of yourchoosing

• Be addressed to MaryannCamacho

• Include:

o A ProblemStatement

o A List of at least 3recommendations on how the problem can besolved

o Exhibits including all necessary calculations/information needed tounderstand yourrecommendations

o Cite allsources

o Review Assignment #1 Example Memo for memo stylesuggestions