Customer-focused planning: Getting started

Technical Report · Mon Jun 01 04:00:00 EDT 1992

OSTI ID:7041355

George, S S; Leone, R A ^[1]

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1. Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States)

The Electrical Power Research Institute (EPRI) began the Customer-Focused Planning (CFP) project to help utilities become more customer focused. One of several reports in the CFP series, this report describes a diagnostic questionnaire that adds to the process of continually improving customer service. Experts designed the questionnaire to measure an electric utility's commitment to customers. They tested the questionnaire on 50 utility personnel from companies throughout the United States, focusing on these issues: corporate strategy, customer needs, organizational capabilities, and barriers to using customer-oriented strategies. Utility personnel evaluated the results of the questionnaire based on how well companies listen to customers, then deliver the products and services customers ask for. Other reports in the CFP series supplement these findings by presenting tools and guidelines that help measure a utility's customer commitment. The long-term goal of the CFP report series is to help utilities become more competitive by improving their business planning process.

• Research Organization: Electric Power Research Inst., Palo Alto, CA (United States); Putnam, Hayes and Bartlett, Inc., San Francisco, CA (United States)
• Sponsoring Organization: EPRI; Electric Power Research Inst., Palo Alto, CA (United States)
• OSTI ID: 7041355
• Report Number(s): EPRI-TR-100761
• Country of Publication: United States
• Language: English

Related Subjects

29 ENERGY PLANNING, POLICY, AND ECONOMY
296000* -- Energy Planning & Policy-- Electric Power
99 GENERAL AND MISCELLANEOUS
990100 -- Management
ELECTRIC UTILITIES
FORECASTING
MANAGEMENT
MARKETING
MARKETING RESEARCH
PLANNING
PUBLIC UTILITIES
SURVEYS