Quest Diagnostics Incorporated · NYSE:DGX
Quest Diagnostics — Investor Day (March 2025)
20 slides from Quest Diagnostics's investor day presentation, Mar 19, 2025
Slide 1: Improving Quality, Experiences, and Productivity
Improving Quality, Experiences, and Productivity Cathy Doherty Executive Vice President, Regional Businesses Alex Louis Senior Vice President, Enterprise Operations
Slide 2: Safe harbor disclosure
Safe harbor disclosure The statements in this presentation which are not historical facts may be forward-looking statements. Readers are cautioned not to place undue reliance on forward-looking statements, which speak only as of the date that they are made and which reflect management's current esti
Slide 3: Key highlights
Our operational strategy is focused on improving quality, customer and employee experiences, and productivity We see ample runway to continue to generate 3% in annual cost savings and productivity through Invigorate Key highlights We will realize productivity improvements across our entire order-to-
Slide 4: Talented people, lean processes, and technology
Talented people, People lean processes, Customer-centric and and technology highly-engaged employees driving performance and innovation investments improve quality, productivity, and Enterprise operations the customer experience Process Technology Lean, standardized, Automation, AI, 3% annual produc
Slide 5: We are making improvements across our order-to-cash value stream
We are making improvements across our order-to-cash value stream Onboard Order Collect Transport Test Result Bill Service $ People Customer-centric and highly engaged employees driving performance and innovation Process Lean, standardized, and digital processes powering experience and productivity T
Slide 6: We are driving productivity across the order-to-cash value stream
We are driving productivity across the order-to-cash value stream... Onboard Order Collect Transport Test Result Bill Service $ Accounts Electronic Patients Non- Requisitions MyQuest® eBills Calls per 100 set up within order rate served per productive per day result views delivered requisitions 3 da
Slide 7: …while improving customer experiences
…while improving customer experiences Onboard Order Collect Transport Test Result Bill Service $ Key customer experience metrics Customer Satisfaction Score Net Promoter Score CSAT NPS Patients 89% 74 Physicians 86% 57 7 I N V E S T O R D A Y 2 0 2 5
Slide 8: We are simplifying the patient journey through digitization
We are simplifying the patient journey through digitization Pre-visit Visit Post-visit Digitizing customer interaction Reducing administrative tasks in Streamlining patient access to keep patients informed and the PSC, enabling employees to to results and engaging them prepared before their visit fo
Slide 9: We are transforming our logistics with AI
We are transforming our logistics with AI Routing capabilities Voice recognition • Dynamic routing • Advanced voice capabilities to increase recognition software on-road efficiencies that digitally interacts with clients to schedule • Enhanced visibility into routine pickups on-road operations with
Slide 10: We are improving our billing process through digitization
We are improving our billing process through digitization Digital billing Machine learning • Improved, mobile-friendly digital billing experience that • Leveraging machine learning to better understand seamlessly integrates into MyQuest insurance denial data • Simplified bill lookup, shopping-cart e
Slide 11: We are improving client service through technology
We are improving client service through technology We have a multi-channel, digital-first, customer service strategy that leverages AI Contact center interactions Calls/100 Calls/100 reqs Reqs Trend 100% = 12.2M 100% = 13.2M 6.2 6% 11% Chat 19% 18% Email 6.0 5.5 5.5 75% 71% Phone 2023 2023 2024 2024
Slide 12: Driving quality, flexibility, and productivity through touchless, trackless lab vision
We are driving quality, flexibility, and productivity in all our labs through our touchless, trackless lab vision Using innovation and Automated 3 labs Automation throughout the lab unique solutions Front end Sorting, accessioning Clifton Analytical process Instrument loading, testing • Modular auto
Slide 13: Our automated accessioning station will dramatically speed up specimen management
Our automated accessioning station will dramatically speed up specimen management 3X Increase in departmental productivity 14 I N V E S T O R D A Y 2 0 2 5
Slide 14: Cobots can supplement labor for highly repetitive and transport tasks
Cobots can supplement labor for highly repetitive and transport tasks 2X Efficiency in samples handling 16 I N V E S T O R D A Y 2 0 2 5
Slide 15: QuantiFERON pre-analytical automation
QuantiFERON® pre-analytical automation eliminates the manual labeling and racking of tubes needed to perform TB testing ~90% reduction in human touches ~2.5X processing speed 18 I N V E S T O R D A Y 2 0 2 5
Slide 16: Hologic Genius Digital Cytology implementation
Hologic Genius Digital Cytology implementation will improve productivity, medical quality, and ease the risk of cytotechnologist staffing shortages >40% Improvement in resource productivity 20 I N V E S T O R D A Y 2 0 2 5
Slide 17: We are transforming our order-to-cash process through Project Nova
We are transforming our order-to-cash process through Project Nova IT initiative will modernize underlying applications to improve customer experiences and lower IT costs Onboard Order Collect Transport Test Result Bill Service $ EMRs EMRs IDAA Ortec QSuite LIS EMRs QBS Salesforce Quanum® Quanum® QD
Slide 18: We are investing in our people and our culture...
We are investing in our people and our culture... Targeted retention programs Targeted wage adjustments Making every job better and easier Customer-first training programs Highly engaged employees who are empowered to problem solve every day 22 I N V E S T O R D A Y 2 0 2 5
Slide 19: ...and see results in engagement scores and reduced attrition
...and see results in engagement scores and reduced attrition We have a highly engaged workforce And we are reducing attrition Employee engagement score above industry average Frontline voluntary turnover 75 >5 percentage point improvement in 2 years Employee ~24% ~21% Engagement ~18% Score ~15% Hea
Slide 20: Key takeaways
Our operational strategy is focused on improving quality, customer experience, and productivity We see ample runway to continue to generate 3% in annual cost savings and productivity through Invigorate Key takeaways We will realize productivity improvements across our entire order-to-cash process by