The goal of our project was to enhance customer service by focusing on the phone answering service and the process flow at the Foster Hospital for Small Animals at the Tufts Cummings School of Veterinary Medicine. Our phone design created separate phone trees for each hospital division. Our process observations demonstrated opportunities for improving check out and exam room use. Enhancing the customer experience from the time patients call to the moment they exit the facility will boost customer satisfaction.

• This report represents the work of one or more WPI undergraduate students submitted to the faculty as evidence of completion of a degree requirement. WPI routinely publishes these reports on its website without editorial or peer review.

Creator

• Brown, David John
• Perez, Fernando
• Stewart, Jerome Valentino

Publisher

• Worcester Polytechnic Institute

Identifier

• E-project-031212-122645

Advisor

• Towner, Walter Thomas
• Johnson, Sharon

Year

• 2012

Sponsor

• Foster Small Animal Hospital

Date created

• 2012-03-12

Resource type

• Major Qualifying Project

Major

• Mechanical Engineering
• Management
• Management Engineering

Rights statement

• In Copyright