A water utility's field service and customer service
areas are both critical to customer satisfaction. Though
they share certain processes and a common goal of serving
the customer, communication between the two
groups can often be lacking, a fact that does not go
unnoticed by the customer. This article offers suggestions
for bringing these two groups together by detailing the
experiences of American Water, the largest water utility
in the United States, which launched a knowledge-sharing
program in July 2004. Examples of successful practices
include holding knowledge-sharing conferences,
working side-by-side, and creating interaction maps to
foster a mutual understanding of each other and to consider
ways to enhance shared processes. Includes figure.
| Edition : | Vol. 97 - No. 8 |
| File Size : | 1
file
, 660 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 5 |
| Published : | 08/01/2005 |
