Health Care Performance Measures

Instructions: Read the case study titled “Quest Diagnostics (A): Improving Performance at the
Call Centers” by Ton and Reavis (2017). Analyze the case study by completing the following
areas:
Case summary-include a description of the problems/issues
Discuss how a performance scorecard would be useful for Quest Diagnostics or another tool for
improving operations.
What methods could they use to improve quality performance?
If you were the CEO of Quest Diagnostics, what would be your recommendations/action plan?
Requirements: Provide a detailed case analysis using APA format-title page, references and intext citations. Submit the assignment in Blackboard as a Word document.
Length requirement: minimum 500 words. This does not include the title page and reference list.