An electric utility wants to improve its service and reduce customer complaints. So, it assembles a team of employees from a range of areas and trains them in six-sigma analytical techniques. Over a six-month period, the team collects and analyzes data, defines the causes of complaints, develops a set of action recommendations, and reports to management. At another company, there is a heroic two-year effort to implement a balanced scorecard program for customer response.
Published in Electric Perspectives
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