Project 2525
Best Practices for a Continually Improving Customer Responsive Organization
$378,267
Principal Investigator
Myron
Olstein
Research Manager
Linda J Reekie
Contractor
Black & Veatch
Abstract
Provides case studies of five successful customer-driven water utilities that have used different approaches to achieving a continually improving customer responsive organization. Presents out-of-industry input to the best practices, and a toolkit for utilities that includes a self-assessment questionnaire, a technology identification matrix, and benchmarking data. Published in 2001.
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