Faculty Advisor

Johnson, Sharon

Faculty Advisor

Towner, Walter Thomas

Abstract

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.

Publisher

Worcester Polytechnic Institute

Date Accepted

March 2012

Major

Mechanical Engineering

Major

Management

Major

Management Engineering

Project Type

Major Qualifying Project

Accessibility

Unrestricted

Advisor Department

Business

Advisor Department

Corporate Education

Your accessibility may vary due to other restrictions.

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