Instructions: Read the case study titled “Quest Diagnostics (A): Improving Perfo

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Instructions: Read the case study titled “Quest Diagnostics (A): Improving Perfo

Instructions: Read the case study titled “Quest Diagnostics (A): Improving Performance at the Call Centers” Download “Quest Diagnostics (A): Improving Performance at the Call Centers”by Ton and Reavis (2017). Analyze the case study by completing the following areas: Case Study Introduction: Provide a summary of the case by introducing the main characters and what this assignment will address. Errors/Issues: Identify and discuss the errors that occurred in the case study. Productivity and Performance Scorecard: Discuss how a performance scorecard would be useful for Quest Diagnostics or another tool for improving operations. Recommendations & Action Plan: Suppose you were the CEO of Quest Diagnostics, how would you approach the errors/issues identified? What methods would you seek to utilize to improve the company’s quality performance? Address these questions by providing your recommendations and action plan. Information to Know Before Getting Started

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