Quest Diagnostics 2013 Annual Report Download - page 9

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convenient for them while reducing or eliminating their waiting time. We also offer TestMinder,® which sends email reminders
to patients who require frequent testing, and Gazelle,® a secure mobile health platform that allows users to receive and archive
their Quest Diagnostics test results, manage their personal health information, find a Quest Diagnostics location and schedule
appointments directly from their smartphone.
Strong quality and a positive customer experience. We strive to provide the highest quality in all that we do.
Employing root cause analysis, process improvements and rigorous tracking and measuring, we seek to enhance quality,
streamline processes, eliminate waste and help standardize operations across our Company. We build upon our best-in-class
business performance tools to continuously reduce defects, enhance quality and further increase the efficiency of our operations
and business management processes. We use Hoshin management principles in our efforts to achieve breakthrough
management. We use customer insights in our solutions development, listening to the voice of internal and external customers
in all our business processes. We have a culture of continuous improvement, and have adopted standard frameworks and
methodologies for project management. Through our change management program, we embrace and seek to benefit from
change.
The customer is at the center of everything we do. Customers have a choice when it comes to selecting a healthcare
provider and we strive to give them reason to put their trust in us. Focusing on a thorough understanding of customer needs
and requirements, we seek to identify and adopt best practices that will result in a superior customer experience. We are
striving to provide a superior customer experience for all our customers, because we believe that this will drive customer
loyalty.
BUSINESS OPERATIONS
Our operations are organized in two business groups. Our activities are described below.
Our Diagnostics Information Services business is the leading provider of diagnostic information services, which
includes providing clinical testing services such as routine testing, gene-based and esoteric testing, anatomic pathology services
and drugs-of-abuse testing, as well as related services and insights. We offer patients, physicians, hospitals, IDNs, health plans,
employers and others the broadest access in the United States to diagnostic information services through our nationwide
network of laboratories, Company-owned patient service centers and phlebotomists in physician offices. We provide
interpretive consultation through the largest medical and scientific staff in the industry, including over 725 M.D.s and Ph.D.s,
primarily located in the United States, many of whom are recognized leaders in their fields, and genetic counselors.
In our Diagnostic Solutions group, we offer a variety of solutions for insurers, healthcare providers and others. We are
the leading provider of risk assessment services for the life insurance industry. We also are a leading provider of testing for
clinical trials. In addition, we offer healthcare organizations and clinicians robust information technology solutions and
diagnostic products, including test kits.
We leverage our diagnostic information capabilities and assets to serve multiple customer bases. Most of our services
are provided in the United States. For the years ended December 31, 2013, 2012 and 2011, we derived approximately 2%, 2%,
and 3%, respectively, of our net revenues from foreign operations. For the year ended December 31, 2013, less than 1% of our
long-lived assets were held outside the United States, and for the years ended December 31, 2012 and 2011, less than 1%
(excluding the HemoCue assets held for sale in 2012) and 6% (including the HemoCue assets held for sale in 2012),
respectively, of our long-lived assets were held outside the United States. The following chart shows the percentage of our 2013
net revenues generated by the activities identified.