laboratory

Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 5 of 5

In this continuation of a multi-part case study, recurring problems are identified and eliminated at the diagnostic clinics’ newly established centralized laboratory.

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Creating Customer Delight – A Case Study in Diagnostic Clinics: Part 4 of 5

Niraj Goyal

This now five-part case study focuses on improving customer satisfaction at two of a company’s diagnostic clinics – Centers A and B. In Part One, the company worked at Center A to reduce patient turnaround time, a defining component of patient satisfaction. In Part Two, the chain’s improvement story focuses on increasing patient delight at…