How a Large Diagnostics Company Improved Their Credit and Collections Processes

In August of 2018, APQC interviewed a credit and collections manager at a global diagnostics company about its AR practices. This case study details how this organization addressed such challenges by instilling a robust approval process and credit scoring model. The organization also organized the credit and collections team in a manner that focuses attention on the highest priorities. As a result, despite the complex organization and its AR volumes steadily growing year-over-year, the program has no defaulting customers and no bad debt (i.e., uncollectible payments).