A REAL LIFE CASE STUDY – CUSTOMER-DRIVEN PERFORMANCE MANAGEMENT ACHIEVED: HOW A MAJOR UTILITY ACCOMPLISHED THIS BY LEVERAGING EXISTING INFORMATION SYSTEMS.
A new manager at a major metropolitan utility was charged with improving customer relations and reducing costs without a major capital investment. Initial efforts to redesign management and operational practices yielded improved performance and cost efficiencies. However, it became apparent that critical information needed to monitor and sustain the improvements was almost non-existent. The Utility was incapable of producing timely and meaningful reports for use at the executive management level. The existing reporting network was a massive and intricate combination of spreadsheets, databases, and undocumented applications that had grown over the last several decades. The Utility needed to quickly implement a solution that would leverage the capability of the existing systems and deliver a structured reporting environment that would provide the required management information. This paper outlines the actual process that the Utility followed to develop and implement Customer-driven Performance Management.
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Document Type: Research Article
Publication date: 2006-01-01
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