Reengineering into service excellence research in search of excellence

Technical Report · Tue Nov 01 04:00:00 EST 1994

OSTI ID:102692

Gow, A K; Smart, K A ^[1]

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1. PECO Energy Co., Philadelphia, PA (United States)

PECO Energy Company, in its commitment to customer satisfaction, established a corporate reengineering team comprised of employees to analyze and redesign all processes through which customers interface with PECO Energy. Market Research worked with the Reengineering team to design and evaluate the impact of the redesigned processes. Key areas which Market Research explored with residential and commercial customers included routine telephone service, billing and payment processes, and physical work done on the customer`s property. Multiple methods were employed in a very short time frame, including: (1) focus groups to gain reactions to proposed innovations; (2) telephone interviews with customers to assess awareness of existing alternatives and preferences for proposed innovations for interfacing with the company; (3) a telephone/mail conjoint study to determine preferred scheduling options for service calls; (4) evaluation of the redesigned processes; and (5) ongoing measurements of customer satisfaction.

• Research Organization: Electric Power Research Inst., Palo Alto, CA (United States); Synergic Resources Corp., Bala-Cynwyd, PA (United States)
• OSTI ID: 102692
• Report Number(s): EPRI-TR--104558
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
32 ENERGY CONSERVATION, CONSUMPTION, AND UTILIZATION
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