AWWA JTMGT61366
Breaking Records in Delivering Customer Satisfaction: The Pinellas County Utilities Story
Conference Proceeding by American Water Works Association, 02/01/2005
Obst, Richard; Magdziasz, Jan; Lawton, Robin
Full Description
This slide presentation outlines information on changing customer service practices at Pinellas County, Florida, Utilities (PCU). Phase I of strategic planning includes organization climate assessment, Phase II includes strategic planning workshop, and Phase III involved a Core Leadership Group that reviewed andrefined workshop results. Strategic outcomes are listed along with eight dimensions of PCU success, product improvement, contracts process comparison, and implementation of contractteam recommendations results.