National Director, Quest Management System – Continuous Improvement
Recognized by FORTUNE magazine as one of the “World’s Most Admired Companies,” Quest Diagnostics is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. They are pioneers in developing innovative diagnostic tests and advanced healthcare information technology solutions that help improve patient care.
With corporate headquarters in Secaucus, NJ, Quest Diagnostics is a Fortune 500 company traded on the New York Stock Exchange (NYSE: DGX) and included in the Dow Jones Sustainability World Index. With 2020 revenues of $9.44 Billion and approximately 50,000 employees and 6,600 patient locations across the US, Quest Diagnostics serves half of the physicians and hospitals in the US with their large variety of products and services.
The company offers the broadest access to diagnostic testing services through its network of laboratories and patient service centers and provides interpretive consultation through its extensive medical and scientific staff. Quest Diagnostics also provides services to employers, life insurance companies, other commercial labs, clinics, health plans, government agencies, and organizations involved in clinical trials research.
Approximately 150 million times each year, patients and their physicians rely upon Quest Diagnostics results to make important healthcare decisions and approximately one third of U.S. physicians – and many of the country’s leading hospitals and health systems – relies on Quest Diagnostics healthcare information solutions to foster better patient care and outcomes.
• FORTUNE magazine's "World's Most Admired Companies" list for 7 consecutive years; one of only five companies to attain Most Admired status in the "Health Care, Pharmacy and Other Services" industry category.
• Fortune magazine’s Fortune 500 list
• Forbes® Global 2000
• Forbes®' America's Best Employers List for third consecutive year
• Forbes® 2020 America’s Best Employers for Women for second consecutive year
• S&P 500
• Barron’s 500
• Member of the Dow Jones® Sustainability World Index
• Included in the FTSE4Good, Calvert, and Ocean Tomo sustainability indices
• Listed in the most recent Newsweek Green Rankings
• Consistently named one of the best places to work in U.S. business journal rankings
• Named a DiversityInc Noteworthy Company for third consecutive year
• Listed on the Disability Equality Index® (DEI), a joint initiative of the American Association of People with Disabilities (AAPD) and the US Business Leadership Network (USBLN), recognizing companies for prioritizing the inclusion of people with disabilities
• Named Top 23 ‘Best Places to Work for LGBTQ Equality’ in New Jersey
• Named a Best Place to Work for LGBTQ Equality by scoring a perfect 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) for the fifth consecutive year.
• Achieved Cancer Gold Standard accreditation from the CEO Roundtable on Cancer, recognizing our actions to reduce the cancer risk of employees and their families
• Received C. Everett Koop National Health Award for Efforts to Promote Employee Health in 2020
Diagnostic Testing Services
Quest Diagnostics is the world’s leading provider of diagnostic testing, information and services that patients and doctors need to make better healthcare decisions. Their services range from routine blood tests — such as total cholesterol, Pap testing and white blood cell count — to complex, gene-based and molecular testing. They perform medical tests that aid in the diagnosis or detection of diseases, measure the progress or recovery from a disease or confirm that an individual is free from disease. In addition, they have specialized expertise in cancer, cardiovascular diseases, infectious diseases, and neurology.
In the $60 Billion and growing US Diagnostic Testing Market, Quest Diagnostics is the leader. Quest Diagnostics’ reputation as a leading innovator, provider of high value, low cost solutions and its financial strength and flexibility make it well positioned to capitalize on the evolving healthcare landscape.
Quest Diagnostics’ long-term strategy is to become the undisputed world leader in diagnostic testing, information and services. To drive this profitable growth, Quest Diagnostics plans to leverage capabilities to create differentiation:
• Deliver Innovative Solutions
• Leverage their Unparalleled Access and Distribution Network
• Expand their relationships with large payors and health systems
• Deliver Superior Patient Experiences
This position is a leadership role within the Quest Management System (QMS) specifically focused on Continuous Improvement (CI). As a broad umbrella of approaches incorporating elements of change management, process improvement, project management, quality system design, and human resource development, CI roles at Quest require deep immersion in a variety of businesses, functions, and workflows in cooperation with other QMS professionals. (See the breakdown below for the seven major practice areas within the QMS.)
This is a highly visible role structured to deliver significant performance benefits to regional businesses and their leaders. As such it is a natural stepping stone to larger roles across the enterprise. As a National Director of QMS, you will be responsible for coaching others up and down the org. chart to understand CI principles and tools as integral parts of their daily work and responsibilities. The ability to inspire others to purposeful action by modeling servant leadership is vital. Developing strong commitment to solving difficult problems through thought leadership and collaboration, rather than managerial authority, is the primary way of “getting things done” in this role.
Together with internal talent and capability development, success for National QMS Directors is measured by quantifiable improvement of regional businesses’ operating margins, product & service quality, customer experience, and employee engagement (e.g. satisfaction and productivity), and CI capability growth among all employees.
The Quest Management System (QMS) is Quest Diagnostics’ approach to aligning decisions and actions to organizational priorities and then executing effectively. The QMS practices and methodologies are designed for successful adoption and execution of continuous improvement principles in both day-to-day work and in paradigm-shifting breakthrough initiatives. It is the structured way we support our people, lead change, and solve problems. Continuous Improvement (CI) is one of the 7 practices comprising the QMS:
Quest Management System – 7 Areas of Practice
1. Management Approach & Governance
2. Breakthrough Management and Hoshin Planning
3. Customer Insights and Solutions Development
4. Process Management
5. Continuous Improvement (CI)
6. Project Management
7. Change Management
Quest Diagnostics’ CI practice comprises numerous approaches enabling everyone across the company to improve their work by eliminating waste regardless of the obstacles they face or the environment in which they work. Primary among these approaches is Kaizen: a Toyota-inspired philosophy of waste elimination, standardization, and human capability building adopted by top tier companies worldwide. In terms of execution at Quest, kaizen is practiced by everyone as we examine our work for small improvements every day. When larger opportunities are found that require more than 2 or 3 others to accomplish, locally-led kaizen events are an effective approach. Even larger and more complex problems needing disciplined cross-functional focus may call for a multi-team kaizen event lead by trained QMS kaizen facilitators or a National CI leader supporting a Shingijutsu consultant. Whether small “flow-disrupters” or big urgent business-level problems, kaizen is an approach we use.
• Owns the learning, application, and adoption of QMS principles and practices across large portions of the enterprise with the goal of building localized self-sufficiency, sustainability, and scalability of improvement efforts.
• Owns a portfolio of initiatives that result in large-scale improvement across designated functions and businesses.
• Leads his/her own initiatives and teams to effectively initiate, plan, execute, and sustain improvements generated by Director’s own insights drawn from his/her deep lean experience in other functions and industries.
• Captures, quantifies, and reapplies best-in-class practices between laboratories, businesses, and regions
• Supports other leaders of large initiatives:
Ø Removes project issues, roadblocks, and problems
Ø Acts as a change agent to guide teams toward success
Ø Coaches team members to perform through issues and constraints
Ø Shifts between the "big picture" and the small-but-crucial details (strategic vs. tactical)
Ø Knows when to roll up their sleeves and work through detailed issues
Ø Ensures appropriate tools and methods are applied effectively
Ø Communicates thoroughly and effectively with all stakeholders
Ø Uses rigorous root cause analysis on shortfalls, applying systematic corrective actions as necessary
Ø Ensures commitments are met through the initiative sponsors, leaders, and team members
• Leads or supports critical hoshins as part of achieving enterprise level critical strategic
• Facilitates kaizens and targeted improvement events to help teams quickly achieve tactical goals and strategic objectives
• Works with regional GMs, VPs and local team to identify and prioritize continuous improvement opportunities
• Works with functional and site leaders as a “thought leader” to create future state improvement roadmaps with clear executable plans that are in line with the business strategies and improvement needs
• Works with local team members to model and coach effective leader standard work and daily work management behaviors such as gemba walks, tiered huddles, daily performance improvement, TPM reviews, and active problem-solving
• Contributes toward building a grass-roots culture of continuous improvement
• Demonstrable success leading large, complex, cross-functional change initiatives (10+ years)
• Previous experience designing and deploying “kaizen culture” across medium-to-large organizations
• Equivalent of 10 years’ hands-on experience leading Shingijutsu-style “kaizen events,” kaizen blitzes, RIEs, Rapid Process Improvement Workshops, AIWs.
• Significant experience working in the Toyota Production System, Danaher Business System, Virginia Mason Production System, Simpler Business System, Honeywell Operating System or similarly rigorous lean management system
• Expert-level experience using robust, structured problem-solving and designing counter-measures for multivariate problems.
• Demonstrated understanding of continuous improvement, process management, and systems thinking
• In-depth experience applying CI principles in one or more of the following areas: product design, service delivery, machine automation, logistics, information systems, healthcare, finance and other operational areas
• Proven track record of fostering leadership alignment, target setting, and ‘catch-ball’
• Poise and leadership presence when facilitating discussions and leading workshops
• Experience managing geographically dispersed teams
• Demonstrated ability to develop strong relationships with others
• Advanced data analysis skills
• Working knowledge of Hoshin-Kanri (Policy Deployment) principles and practices
• Effective written and verbal communication skills across multiple formats: formal presentations, training material development, meetings, conference calls, e-mails, and memos
• Ability to handle multiple projects simultaneously
• Advanced skills in Microsoft Excel and PowerPoint
• Comfortable with Microsoft Project
• Participation in Communities of Practice
• Identification and facilitation of benchmarking opportunities
• Leading of QMS training classes
• On-going internal and external professional training
• Bachelor’s degree required (engineering, supply chain or other technical focus preferred)
• Master’s degree desirable
• Formal training in continuous improvement methodologies required (e.g., Lean Manufacturing, TPS, Six Sigma, Total Quality Management, Theory of Constraints, etc.)
• QMS-related training and hands-on learning programs may also be required if hired
• 50% travel expected (actual travel required will vary)
• Some evening work hours may be required at times
• This is a remote role with no relocation required or reimbursement provided
Please Log In or Register to Upload a Resume and complete the online Application by visiting careers.questdiagnostics.com, clicking “Job Search” and following the prompts. Because of the large number of applicants to job openings, Quest Diagnostics will only contact qualified candidates for interviews.
Quest Diagnostics is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.