Assessing the growth and success Quest had between 1996-2012, what contributing factor(s) do you think resulted in business decline?

400-word paper. A minimum of three sources, at least two from the attached, must be cited in-text and in the Reference list.
Step 1: Read the case study.
Read the case study Quest Diagnosis: Improving Performance at the Call Centers from Ton, Z., and Reavis, C. (2017), MIT (pp. 17-177) to assess the strategy and the approach Quest followed to implement change in their organization.
Step 2: Write a paper.
Write a 400-word paper addressing the prompts below. Please review the essay rubric prior to proceeding.
· What were key concerns for Quest in 2008?
· Assessing the growth and success Quest had between 1996-2012, what contributing factor(s) do you think resulted in business decline?
· Identify the core service within the specimen lifecycle. How do you think this key activity integrated and affected the overall operational performance and service?
· What was the core strategy for operational excellence, and how might this affect customers’ willingness to do business with Quest?
· What changes might you recommend to redesign performance and processes with the needs of the customer in mind?
Use these writing guidelines:
Include a cover page and a reference page in addition to your required word count.
Use correct APA v. 7 format.
Use section headings to organize.
Double-space text.
Use size 12 Times New Roman font.
Indent paragraphs.
Include in-text citations.
Use correct spelling, grammar, sentence structure and verb tense.

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