Date of Award
Master of Business Administration
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.
Kraft, Fay M., "An Investigation Into the Design & Implementation of a Customer Service Manual for Laboratories in a Hospital Setting" (1997). Theses. 178.
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