Multi-Year Compendium of Energy and Utility Best Practice Case Studies (2002-2005): Meeting Proceedings

Study Overview

Since deregulation, the Energy and Utility Industry has adapted to the pressures of competitive markets. This report provides an overview of how leading energy and suppliers are evolving their processes to become more customer-service focused. Examples include a number of challenges in regard to employee engagement, deregulation and supplier diversity. The following case studies highlight several key implementation components necessary for improved corporate performance in the field. Companies benchmarked include PSE&G, CenterPoint Energy, Tennessee Valley Authority, Duke Energy and others.

Key Topics

• A Proactive Approach to Energy Deregulation
• Marketing in the Energy Industry
• Integrating Six Sigma with Internal Best Practice Replication Process
• The Service Profit Chain
• Employee Engagement
• Scorecarding

Methodology

This report was compiled from Global Benchmarking Council presentations and roundtable discussions that took place between 2002 and 2005. It also includes a sample Internet Benchmarking Exchange Survey, quick turnaround surveys included in the Global Benchmarking Council membership.

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