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AWWA JAW62003
- Journal AWWA - Tapping into the Knowledge of Frontline Employees
- Journal Article by American Water Works Association, 08/01/2005
- Publisher: AWWA
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A water utility's field service and customer serviceareas are both critical to customer satisfaction. Thoughthey share certain processes and a common goal of servingthe customer, communication between the twogroups can often be lacking, a fact that does not gounnoticed by the customer. This article offers suggestionsfor bringing these two groups together by detailing theexperiences of American Water, the largest water utilityin the United States, which launched a knowledge-sharingprogram in July 2004. Examples of successful practicesinclude holding knowledge-sharing conferences,working side-by-side, and creating interaction maps tofoster a mutual understanding of each other and to considerways to enhance shared processes. Includes figure.
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