Material Detail

In July 2015, MaryAnn Camacho joined Quest Diagnostics’s National Customer Service (NCS) organization as its Executive Director. Quest was the leading provider of diagnostic services and solutions in the United States. Camacho was hired to turn around an organization that had gone through a complex consolidation process the year before, in which its 20 customer service call centers had been pared down to two. Labor costs were high as was absenteeism and turnover. Customers were dissatisfied with the quality of service and some were taking their business to Quest’s chief competitor. There was a lot to fix, and Camacho wondered whether to focus first on people or operations?

Learning Objective

To understand the drivers of poor performance in a customer service operation and identify what needs to be done to improve performance.

A watermarked copy of the case can be viewed here. If you are an instructor, you can complete the form to obtain an educator's copy. Note: You can obtain multiple educator copies with one form.

This will delete the comment from the database. This operation is not reversible. Are you sure you want to do it?

Thank you for reporting a broken "Go to Material" link in MERLOT to help us maintain a collection of valuable learning materials.

If you feel this material is inappropriate for the MERLOT Collection, please click SEND REPORT, and the MERLOT Team will investigate. Thank you!

You are being taken to the material on another site. This will open a new window.

Do not show me this again