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AWWA WSP57719
- Listening to Customers and Watching the Budget: A Cost/Benefit Approach to Customer Service Delivery
- Conference Proceeding by American Water Works Association, 03/19/2003
- Publisher: AWWA
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This slide presentation discusses the following objectives: operating a utility more efficiently; lowering customer service costs; areas where more spending is necessary; controlling costs while keeping customers satisfied; and, getting the "biggest bang for the buck" in customer service spending. To achieve these goals, the paper outlines a process called CO(3): Customer Oriented Operations Optimization, where the customer focus uses customer requirements as a starting point for determining appropriate service levels, and the operational focus recognizes financial and process implications of changing service performance. It identifies different levels of service, the costs of these levels, what changes could be made, the impact the changes would have, and bringing costs and customer perspectives together.
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