Jim Davis and Scott Jeffers have hired you as a consultant to advise them on wha

Question

Jim Davis and Scott Jeffers have hired you as a consultant to advise them on what the next step should be with regards to Quest’s strategy of improving operations. Due to the constrained resources, they need to select only one course of action from the following three options: - Instil a culture of continuous improvement in the at-home reps - Focus on the lab workers who process incoming specimens - Drive Operational Excellence at the patient service centers where the phlebotomists work Which option would you advise the management team to pursue, and why? Justify your answer by referring to relevant Operational Excellence theory and use only the information in the case

Explanation / Answer

Instil a culture of continuous improvement in the at-home reps

Does the business is continuously growing for quest in its local as well as International markets, focusing on this new approach of improvement in at home reps increase the chances of influencing the customer in a positive way and generating better revenues from the same specific market. As an availability of comfortable situation and cultural implementation to which specific segment what enable the company to maintain better quality of operational standards as well as create a culture of efficient structure of home service provision.
As possibility of expanding to developing countries is very widely available for quest, the company is definitely improving their services and home reps in these countries. Maintaining better quality of operational standard as well as providing services by different mediums are some of the main approaches that the company should focus on. Implementation of strong culture in training Their employees as well as providing adequate training to the Employees for doing their representative job at home would create a better identity of the company as well as improve the brand image making it more valuable in the respective operating environment.

All in all we can see that the company can easily improve its availability as well as it can also improve its brand image by using various specific techniques where availability of factors such as strong brand image and customer satisfaction can be easily achieved.

P.S.- Please leave a comment if any explanation is needed.

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