Teaching Resources Library

Operations Management

Change Management

Quest Diagnostics (A): Improving Performance at the Call Centers


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.

Appropriate for the Following Course(s) 

operations management, strategy

Quest Diagnostics (A): Improving Performance at the Call Centers 

Educator Copy*

*An educator (non-watermarked) copy of this case is available only to individuals who hold teaching positions at academic institutions and want to use the case in a course.


Supplemental Material

(for approved educators only)

Quest Diagnostics (B): Transformation at the Call Centers