Quest Diagnostics 2001 Annual Report Download - page 13

and free doctors from paperwork so that they can focus
on what is most important—improving your health.
Our industry-first consumer website, www.QuesTest.com,
helps you learn more about laboratory tests in easy-to-
understand, non-technical terms. In several states where
we are able to offer direct-to-consumer health testing,
you can select tests for yourself without first having to
see a physician. We are committed to expanding consumer
access to diagnostic testing, information and services.
Our commitment to quality and safety is improving
patient care and creating a source of competitive
advantage. Quest Diagnostics is committed to
Six Sigma Quality, a rigorous process and management
philosophy that strives for perfection. Our program
has been underway for two years with more than 130
quality experts, or Black Belts, who are leading more
than 180 quality-improvement projects. We are now
applying the lessons of completed Six Sigma projects to
our laboratories nationally in virtually every aspect of
our business. We are using the Six Sigma methodology
across the many processes our company engages in—
from reducing the amount of missing information in
our billing process, to reducing patient wait times in
our service centers, and from scheduling more timely
deliveries of time-sensitive esoteric specimens to our
Nichols Institute reference laboratory, to ensuring
complete and timely replenishment of supplies in the
doctor’s office. The opportunities are limitless, and
the possibilities for differentiation are exciting!
Our pursuit of Six Sigma Quality
is improving patient care.
Physicians order tests and access results via the Internet. Customer service representative responds to inquiries.
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