Date of Award


Document Type


Degree Name

Master of Business Administration



First Advisor

Pam Williams-DeLotell

Second Advisor

Joe Ancona

Third Advisor

Jan Kniffen


The following applied learning expository thesis will focus on the design and implementation of a customer service manual for reference laboratories in a hospital setting.

The purpose of the manual is to provide direction for the reference laboratory customer service employees. Specifically, the manual consists of a series of steps which will enable employees to better service the hospital reference laboratory customers. The manual was broken down into sections which addressed characteristics, order taking, dispatching phlebotomists, proper collection of specimens, phlebotomy notification, registration of patient specimens, processing and reviewing of specimens, hiring, training, customer satisfaction, complaints and expectations.

Three reference laboratories participated in the study. Two evaluators read the manual and offered comments and suggestions.

The results of the study was a manual developed to facilitate serving reference laboratory customers.

Creative Commons License

Creative Commons Attribution-NonCommercial 4.0 International License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

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Business Commons