The City of Phoenix Water Services Laboratory Division has built a solid reputation for
customer service by delivering more than data to its customers. The reputation was
earned by working closely with its customers prior to project start-up. In the past, the
laboratory often learned of scheduled projects and project needs several days before it
was to begin. This led to confusion, bad morale, and a general feeling that neither the
customer nor laboratory staff were competent much less willing to cooperate. In an effort
to remedy the problems of the past, the laboratory initiated discussions with its largest
client, the City of Phoenix Pollution Control Division, which is responsible for the City's
industrial pretreatment program. Through this effort, laboratory staff gained a greater
sense of ownership of the work they were undertaking, and the customer gained a new
level of respect for the data produced by the laboratory. These practices are now used for
all proposed projects within the City of Phoenix Water Services Department.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 170 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 2 |
| Published : | 11/01/2002 |
