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Published by:
MIT Sloan's LearningEdge (2017)
9 May 2017
25 pages
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This is part of a case series. Scott Jeffers, Quest Diagnostics’s Vice President for Lab Operations and Operational Excellence, was impressed with the changes that had been made to the National Customer Service organization under MaryAnn Camacho’s leadership in less than 24 months. In March 2017, Jeffers and Jim Davis, Executive Vice President of General Diagnostics, wondered where else in the company to apply the good jobs strategy while Camacho wondered what she needed to do next. This case is part of the MIT Sloan free case collection (visit for more information on the collection).


Operations management; Strategy

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