Skip to main content

A REAL LIFE CASE STUDY – CUSTOMER-DRIVEN PERFORMANCE MANAGEMENT ACHIEVED: HOW A MAJOR UTILITY ACCOMPLISHED THIS BY LEVERAGING EXISTING INFORMATION SYSTEMS.

Buy Article:

$17.50 plus tax (Refund Policy)

Or sign up for a free trial

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.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Data/Media
No Metrics

Document Type: Research Article

Publication date: 2006-01-01

More about this publication?
  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

    A subscription to the Proceedings of the Water Environment Federation includes access to most papers presented at the annual WEF Technical Exhibition and Conference (WEFTEC) and other conferences held since 2000. Subscription access begins 12 months after the event and is valid for 12 months from month of purchase. A subscription to the Proceedings of the Water Environment Federation is included in Water Environment Federation (WEF) membership.

    WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access. Access begins 12 months after the conference or event
  • Subscribe to this Title
  • Membership Information
  • About WEF Proceedings
  • WEFTEC Conference Information
  • Learn about the many other WEF member benefits and join today
  • Ingenta Connect is not responsible for the content or availability of external websites
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
X
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more