Experiencing World Class Service Excellence

Published October 6, 2010 | By Bman

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from

Andrew M. Chapman, president –

Derek Stroud, vice president of Customer Relationship Management,

Beth Neafy, Change Project Team Leader

Professor Bruce Hawthorn, External Process Design Consultant

Time: 2 hours
Location: Head Office Westfield New Jersey
Context
The seventh-largest water company in the US with 500+ staff serving more than 1m customers in New Jersey
In November 2000 became a wholly-owned subsidiary of Thames Water
Regulated monopoly, have to apply to the Board of Public Utilities for rates increases
Company historically consisted of three distinct silos on split sites– water & waste management, engineers and billing
Since current CEO appointed in 1997 have been going through major process and organisational change programme to deliver a more customer focused organisation.
CEO also felt that customer satisfaction could be

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Posted in Script Sales | Tagged CLASS, Excellence, Experiencing, Service, World