Within
Chesterfield County's Department of Utilities Customer Operations Section,
benchmarking has become a standard method for identifying opportunities for
improvement and a means of improving service for its customers. Benchmarking has
enabled the utility to measure its performance against recognized leaders, enabling it to look
for ways to continually achieve improved levels of service, increased standards and
measurements, or performance, and measure and promote continuous improvement over
the long-term. This paper describes how, in the last three years, the utility has undertaken and completed six
benchmarking studies pertaining to the walk-in customer process, identifying the advantages and disadvantages and costs and benefits for telecommuting, identifying field
collections activities, analyzing bad debt / write-off expenses, reviewing meter-reading
practices, and identifying call center standards. Includes tables, figures.
| Edition : | Vol. - No. |
| File Size : | 1
file
, 590 KB |
| Note : | This product is unavailable in Ukraine, Russia, Belarus |
| Number of Pages : | 13 |
| Published : | 03/19/2003 |
