ARUP Laboratories and their Organizational Culture
Lucia Goodrich
Salt Lake Community College
Table of Contents
______________________________________________________________________________
Title page…………………………………………………………………………………………1
Abstract…………………………………………………………………………………………..3
Memorandum…………………………………………………………………………………….4
Introduction…………………………………………………………………………………...5-6
Methodology…………………………………………………………………………………….7
Results………………………………………………………………………………………...8-11
Discussion………….……………………………………………………………………………12
Conclusion………………………………………………………………………………………13
Appendix………………………………………………………………………………………..14
Works Cited…………………………………………………………………………………….15
Abstract
This document will provide information about ARUP Laboratories and the structure of
their organizational culture. I will be defining their culture by examining a variety of their
documents in order to comprehend how they have defined themselves as a company and created
a culture as that company. I will also examine their work spaces and how they have organized
them. I will gather information by speaking to different employees in a specific laboratory;
Protein Immunology. By gathering information about their incentives, benefits, and other
programs they have available to their employees, I will gain knowledge of how they value their
employees. I will also be researching how they handle their clients, resolve any issues, and keep
their commitments to them while staying within the grounds of their mission statement. I will
analyze every aspect of ARUP Laboratories in order to give a higher understanding of the
structure of this company.
Memorandum
To:
Elisa Stone
CC:
Peers of English 2100
From:
Lucia Goodrich
Date:
3/23/2016
Re:
ARUP Laboratories Culture
The purpose of this research is to discuss ARUP Laboratories in detail and discover their
organizational culture within their laboratories and with their clients. This research will entail a
few of the following:
 ARUP documents

ARUP culture within Protein Immunology

ARUP employee incentives and benefits

ARUP’s client interaction

Find a conclusion and/or recommendations
The above mentioned aspects will be explored in such a way that any interested parties
will have the information they need to explore the option of working with ARUP
Laboratories in the future.
Introduction
The Associated Regional and University Pathologists Laboratory was established by Dr.
John Matsen on June 5th, 1984.Their purpose was to be an extra resource to the Pathology
Department at the University of Utah, and to give further funding to the University’s Medical
school. ARUP has expanded since it was first founded; they contain the largest transport and
sorting systems for a laboratory in the entire world. They also have the world’s largest multilevel freezer in which they store their specimens after they have completed their testing on those
specimens.
In 1995 ARUP became a 24 hour reference laboratory to further comply with their
clients and become more accessible to potential new clients around the world. Several companies
and well known institutions such as, Harvard were sending out their specimens for ARUP to run
the tests for them. Soon ARUP developed a close relationship with Delta Airlines with the
frequent shipments being sent all over the nation to Salt Lake City. They had started out only
testing samples for the University Hospital, but over time they gained clientele and now serve
clients in all 50 states amounting to over 3,000 clients.
Dr. Carl Kjeldsberg, the founder of ARUP was the CEO until 2009 when he retired; his
employees were saddened to see him go, they had come to truly love Kjeldsberg. Dr. Edward
Ashwood took over as CEO and took it upon himself to make changes within the company that
would better their revenue and accuracy for their clients.
The purpose of ARUP is to be a reference laboratory that countless hospitals, small
laboratories and other clients can rely upon to complete a variety of simple to complicated
testing. They provide their clients with several different types of analysis, genetics testing, and
R&D development not provided by other laboratories. This company is an anatomic pathology
reference laboratory and also a national clinic owned simultaneously by The University of Utah
and the Pathology Department with the U of U. ARUP has over 3,000 employees that work a
variety of schedules in order to keep the laboratory open 24 hours a day; even on holidays. There
are also over 3,000 tests offered by ARUP; complicating testing, routine tests, cancer testing, all
the way up to genetics testing.
ARUP also as smaller locations in Sandy for the Blood Services; they send out blood to
several different institutions that require the blood for transfusions. Primary Children’s Hospital,
The University Hospital, Huntsman Cancer Institute, and so on.
ARUP has been working on becoming completely automated, creating new processes to
take away the old laboratory methods in order to improve their testing and create better
turnaround times for their clients. They have a large track system which sends each sample to a
designated lab which does specific testing. They also have a sort to light system that tracks each
sample in order to avoid missing specimen paperwork. Their testing system has improved
immensely since they began in 1984.
ARUP offers some of the following testing: neurology, oncology, pathology,
endocrinology, allergy, immunology, cytogenetics, fetal risk assessment, hematology, infectious
diseases, hepatitis, HIV, chemistry and more. They perform almost all of their testing at their
Research Park location. Their mission statement is short but sweet, explaining themselves in a
few short sentences.
Our Mission
Through excellence in laboratory testing, service, education, and research, ARUP’s mission is to
continually improve patient care and support the mission of the University of Utah.
Our Client Commitment Statement
ARUP supports our clients’ success by providing excellence and consistency in our delivery of
services, by sharing knowledge, and by developing progressive laboratory technology.
Methodology
The following are the steps I took to research and understand ARUP’s methods and
organizational culture for this project.
Gathering Intel
In order to collect all the information I required, first I went to ARUP’s online website to gather
information. I read all their informational pages for their clients, perspective clients, employees,
potential employees, and other curious inquirers.
Then I researched their company name from other trusted internet resources. Afterwards, I
visited ARUP Laboratories and spoke with employees from Protein Immunology, a lab within
the Immunology Division, Group II. They gave me plenty of examples about their organizational
culture. I also reviewed several different types of documents. I examined the differences between
the writing styles they used on their website, versus the writing they used within the companies
intranet source for their employees.
Data
The data I recovered from my research, with the help of ARUP itself, is a variety of different
methods they use for their company. ARUP is always working to improve their company’s
techniques to maintain and increase client satisfaction with their abilities. For example, at the end
of 2008 ARUP updated their computer system from a very old system called PATHNET and
upgraded it to a new and improved software called MILLENIUM. It took them time to work out
the kinks after they did the transfer; they had a special team organized to assist all employees
with any questions as they worked to improve the quality of their new system. They are
continuously updating all their programs, creating new ones, and improving their methods in
order to assist their employees in their efficiency in completing the assays.
Analysis
From my research methods I was able to analyze the format and style of the writing methods
used at ARUP Laboratories. During this time I also found that although ARUP has a
foundational structure of organizational culture, every laboratory has its own subculture within
the company. I briefly walked through other laboratories and saw the structures that held those
individual labs together were quite different. As a whole ARUP functions on the same level, but
those individual labs in each division were structured a little differently according to the types of
analysis and assays they were running. Not only were the labs different in their methods and
structures, but the individuals within the labs worked together differently. Thus they had each
created their own subcultures within ARUP in order to stay true to their mission statement.
Results
ARUP Motivates Their Employees
ARUP Laboratories has several different programs that keep their employees motivated to
continuously strive for better patient care. ARUP has a variety of benefits and incentive
programs for their employees. It seems that these available programs have done their job by
keeping the employees motivated and also healthy. The Wellness Center at ARUP is an onsite
gym that all employees have access to. The employees spouse or domestic partner, are allowed
to enter the facility too as long as they are accompanied by an ARUP employee. The Wellness
Center has programs that encourage employees to better their health by getting a dietary analysis,
a fitness assessment or a customized fitness program provided by their staff whom are all
certified. They promote health awareness along with the free onsite Family Health Clinic.
Together they advise employees to stay away from tobacco, excessive uses of alcohol, caffeine
or junk food. ARUP also encourages their employees to get tested for any health issues they may
have by making all testing to their employees absolutely free.
Here are some of the programs offered at the Wellness Center:
Abs/Core-Strengthen your abs and core in just 15 minutes.
ARUP Boot Camp-Professional trainer Ryan Cannon is here to help you get stronger and more
toned during this eight week course. $40 co-pay applies.
Awesome Arms-This class will utilize body weight, free weights, bars, and bands to sculpt your
arms.
Relaxation-Let go of the worries of the day as you experience simple techniques to induce deep
relaxation. A great midday refresher.
Other featured exercises: Yoga, Zumba, Stretch, Sports Conditioning, Maximum strength,
Pilates, and more. Don’t forget about our onsite Massage Therapist Heidi Sharp to help you
smooth out those kinks.
The above programs are wonderful incentives for the employees, which also go along with what
ARUP stands for. They are owned by the University of Utah which promotes health care to not
only their patients, but to all of their community. ARUP has adopted these standards and hope
they can continually motivate their employees to do the same.
ARUP Makes Their Intentions Clear
ARUP also provides an Employee Handbook which outlines their core values in which they hope
their employees will meet. I would like to present the document of the five pillars of ARUP as it
is an important part of their culture.
The Five Pillars of ARUP Culture
ARUP is committed to providing the highest quality laboratory services to its clients while
maintain a culture of trust and respect for employees. The five pillars of ARUP culture reflect the
day-to-day application of our core values, mission and client commitment statements.
I.
II.
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Providing Excellent Patient Care By Supporting Clients
Put the patient first
Support clients
Openly share experiences and expertise with others, and support, even applaud their
success
Create A Good Working Environment
 Treat people with mutual respect and support, both inside and outside the
organization.
 Set high expectations for self and others
 Show compassion, appreciation, courtesy, and civility
 Whenever possible, make decisions through consensus.
 Develop and reward individuals and teams.
 Delegate, empower and develop trust.
 Create and maintain a safe, satisfying work environment.
 Emphasize balance in life: work, wellness and family
III.
Do The Right Thing
 Be fair in all dealings
 Do the right thing, not necessarily the easiest or most popular
 Be honest and lead with integrity
 Comply with the law
IV.
Improve Continuously
 Set challenging but achievable objectives for self and departments.
 Keep professionally current and educate others.
 Take initiative and ownership of issues: be available, responsive, and
accountable. Provide service to others before self; admit mistakes and
expeditiously take corrective action.
V.
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Act Responsibly
Practice fiscal responsibility.
Commit to high quality and professional excellence
Balance the business needs of ARUP with the educational, academic mission of the
University of Utah.
Hire the best applicants; train them; support them.
ARUP’s Employee Handbook
The Employee Handbook continues on explaining the code of conduct, confidentiality
requirements, HIPPA requirements, employment policies, attendance policies, and channels of
communications. ARUP goes over there benefits as well. Their list of benefits is large, each
benefit having a large variety of options within it.
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Adoption Benefits
Pet Testing
ARUP Family Health Clinic
Lab Testing
Health and Wellness Programs
Hepatitis B Vaccinations
Tuberculosis testing
Employee Assistance Program
Incentive Program
Cost-Savings Program
403-B
Pension Plan
Profit Sharing

Roth IRA’s
ARUP Keeps Their Employees Well Informed and Trained
ARUP also has a variety of documents that explain several important processes in order to
maintain their organizational structure.
Employees have access to documents that detail how to report incidents, policies and procedures
manual, and a monthly safety audit manual. The monthly safety audit is an internal audit
completed by appointed employees in order to assure each laboratory and employee are
following the proper procedures and have a knowledge of the proper actions to take in different
scenarios. This ensures quality patient care and also each employee’s safety. This prepares the
laboratories within ARUP for the CAP inspection done every year; the CAP inspection is an
extensive process done by New York professionals that ensure ARUP is following the guidelines
expected to create quality patient care. Protein Immunology has received top marks in their
inspections the past several years because of the structure their lab maintains.
The Supervisor of Protein Immunology delegates the responsibilities and also manages his
employees and ensures they are completing their mandatory quarterly training, as well as
completing the required continuing education programs. ARUP encourages their employees to
climb the ladder while making wonderful connections within the company; several Medical
Directors, Fellows, Pathologists, along with clients travel in and out of ARUP daily.
Discussion of Analysis
Now that I have researched this company quite thoroughly, I can now begin my analysis of
ARUP Laboratories.
ARUP Has Values
ARUP Laboratories truly respects and cherishes their patients. They have extremely high (but
reasonable) standards they expect their employees to meet when concerning patient care. Each
laboratory has created their own system that allows them to meet the standards of their company.
ARUP requires each department to provide adequate training for any new hires, whether internal
or external. This includes any individual that has the opportunity to climb the ladder at ARUP.
Each and every employee must feel confident in their work; it is imperative that they complete
every testing assay with accurate results and feedback for the client if necessary.
ARUP Follows Through with Their Clients
By simply looking at ARUP’s history, one can see how they started out small, as all businesses
do. Fortunately for ARUP, they had several top names on their side as references, the University
of Utah being their owner. They have created a large clientele based on their accurate
performances and open arms to their customers. ARUP has several systems in place to assure
their clients have all their needs met. ARUP Connect is an online service that allows clients to
look up their test directory so their clients know exactly what testing ARUP provides, and what
measures and methods are taken to complete those assays. If any turnaround time is not met,
ARUP will add a credit onto the clients account; all requirements that are not met will be put
completely upon ARUP and the client will not be required to pay. They also give clients and/or
potential clients the ability to visit and explore their facilities in order to give those clients a
visual of how the company runs.
ARUP Takes Care of Their Employees
Dr. Carl Kjeldsberg, the first CEO of ARUP, had the motto of “The employees are our greatest
asset.” Dr. Kjeldsberg truly believed this and cared deeply for his employees. He would venture
the hallways of the offices and the laboratories, visiting the employees, remembering most of
them by name. He always thanked each employee for their hard work as he shook their hands,
thanking them for the opportunity to meet with them. This type of feedback is invaluable. The
CEO himself going down to speak with his employees truly shows how much he cared for them,
along with the many benefits and incentives ARUP provides to all employees that are not on
probation or suspension.
Conclusion
After having analyzed and reviewed several of this company’s documentations, along with the
treatment of their employees with additional interviews, I have concluded that ARUP is a
wonderful company to work for because of their values and internal training for each employee
on every documentation needed for their positions.
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They provide training on each document in order to assure each employee comprehends
the nature of their work.
Continuing education programs give the employees further reading of several documents,
movies, teleconferences, or presentations to give them a higher understanding of their
work.
Their culture consists of a big family setting. Employees are treated well but also
expected to follow the organizational culture structures within ARUP and also their own
laboratories.
ARUP gives each employee the opportunity to climb the ladder with proper training and
documentation of each progressive step.
Appendix
The following is an excerpt of one of their documents created by a document specialist
Policies and Procedures: Management Policy
Policy
ARUP Laboratories uses a document management system to ensure quality system documents
are identified, approved, implemented, and retained.
Purpose
Regulatory and accreditation agencies have specific requirements for the development,
maintenance, and control of quality documents.
A document management (or document control) system ensures all documents supporting
company operations are
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Written in the approved formats
The current revision
Reviewed and approved by appropriate individual(s) in a timely manner, and
Available to those who need to use them
Scope
This policy applies to all ARUP departments.
Responsibility
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The Policy and Procedure Committee is responsible for this policy and overseeing the
development, review, and approval processes, for corporate documents.
Department Managers are responsible for establishing and maintaining processes for
the management of department-specific documents that comply with this policy.
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The Document Author (owner) is responsible for document content and for conforming
to the recommended format.
The Document Management Specialist is responsible for implementing and
maintaining the document management system used for document control.
Definitions

Quality System-the organizational structure, responsibilities, procedures, processes, and
resources needed to implement quality management.
Works Cited
http://www.aruplab.com/AboutARUP/about_main.jsp
http://www.indeed.com/cmp/Arup-Laboratories
ARUP Employee Handbook
Interviews from several ARUP employees
The Intranet at ARUP
Wellness Center Handbook
Monthly Safety Audit: Laboratory and Technical Areas Document
Quality Assurance Letter Template Document
Reporting: Incidents Document
Policies and Procedures: Management Policy Document