On Page 42 there is an example of Horizon Healthcare Services in New Jersey. The article talks about how this Healthcare provider was losing customers and revenue due to the fact that there call system was very inefficient. When you called, it took too long and you had to be transferred to many times. The company implemented a new IT system that did many things to help reduce their cost. In this case, they automated more of their system and they also unified how they were working together. This allowed them to cut cost and improve performance.
The Question I have for this example is how is it possible to make a system or to train employees so that you never have to be transferred? How much work would that be and is it even plausible because I hate being transferred at all when I make phone calls?
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