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Content1.html
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<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="viewport" content="width=device-width, initial-scale=1">
<!-- The above 3 meta tags *must* come first in the head; any other head content must come *after* these tags -->
<meta name="description" content="">
<meta name="author" content="">
<link rel="icon" href="../../favicon.ico">
<title>Introduction</title>
<!-- Bootstrap core CSS -->
<link href="css/bootstrap.min.css" rel="stylesheet">
<!-- Custom styles for this template -->
<link href="css/starter-template.css" rel="stylesheet">
<!-- Just for debugging purposes. Don't actually copy these 2 lines! -->
<!--[if lt IE 9]><script src="../../assets/js/ie8-responsive-file-warning.js"></script><![endif]-->
<script src="js/ie-emulation-modes-warning.js"></script>
<!-- HTML5 shim and Respond.js for IE8 support of HTML5 elements and media queries -->
<!--[if lt IE 9]>
<script src="https://oss.maxcdn.com/html5shiv/3.7.2/html5shiv.min.js"></script>
<script src="https://oss.maxcdn.com/respond/1.4.2/respond.min.js"></script>
<![endif]-->
</head>
<body>
<nav class="navbar navbar-inverse navbar-fixed-top">
<div class="container">
<div class="navbar-header">
<button type="button" class="navbar-toggle collapsed" data-toggle="collapse" data-target="#navbar" aria-expanded="false" aria-controls="navbar">
<span class="sr-only">Toggle navigation</span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
</button>
<a class="navbar-brand" href="index.html">Process Modeling and Analysis</a>
</div>
<div id="navbar" class="collapse navbar-collapse">
<ul class="nav navbar-nav">
<li class="active"><a href="pages/introduction.html">Introduction</a></li>
<li class="dropdown">
<a href="#" class="dropdown-toggle" data-toggle="dropdown" role="button" aria-haspopup="true" aria-expanded="false">Analysis <span class="caret"></span></a>
<ul class="dropdown-menu">
<li><a href="pages/proposed-business-model.html">Proposed Business Model</a></li>
<li><a href="pages/business-process-analysis.html">Business Process Analysis</a></li>
<li><a href="pages/pricing-analysis.html">Pricing Analysis</a></li>
</ul>
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</ul>
<ul class="nav navbar-nav navbar-right">
<li><a href="pages/references.html">References</a></li>
<li><a href="pages/contributors.html">Contributors</a></li>
</ul>
</div><!--/.nav-collapse -->
</div>
</nav>
<div class="container">
<div class="page-header"> <!-- "starter-template" style="background-color:#CDCDCD"-->
<h1>Improving the Customer Experience</h1>
<p class="lead">Use this document as a way to quickly start any new project.<br> All you get is this text and a mostly barebones HTML document.</p>
</div>
</div><!-- /.container -->
<div class="container">
<div class="row">
<div class="col-md-7 col-md-offset-0">
<p class="text-justify">As a power generation and distribution organization The Company is continually trying to find ways to deliver consistent and low cost energy to its customers. The power that The Company distributes comes from many sources, the most cost effective way to increase the amount of energy that The Company can distribute comes from encouraging the customers to use less of that power. This may appear to be contradictory, however given the limited capacity for generation and lack of storage capacity the power, when one customer uses less, that saved capacity for power can then be used to another effectively acting as a generation source. The cost of programs that encourage reduced power usage is far less expensive than building or contracting with a traditional generation source, by almost 50%. This is why The Company is always focused on reducing costs in programs that encourage customers to use less power, it keeps the total cost of that power source low. </p>
<p class="text-justify">Customer surveys and past program data show that customer satisfaction is strongly correlated with willingness to participate in power conservation efforts. One of The Company’s business processes that was showing a negative impact on customer satisfaction was scheduling of service requests. Customers commented that the process was very frustrating; lost transfer calls and being put on hold repeatedly. This frustration, especially when the customer was connecting service for the first time, impacted the overall perceptions of The Company, reducing the willingness for customers to participate in power conservation efforts. </p>
<p class="text-justify">Indeed when the process was investigated it was found to have inefficiencies that can be improved upon. For example the Central Customer Service department handled all incoming calls, but would have to transfer the customer to a regional Customer Service department in order to work with regional scheduling information. This is one example of transferring the customer and not adding value to the customer experience. Other inefficiencies arise from the siloing of information, customer service representatives don't have access to work crew schedules and have to ask for up to date information with each customer request. These inefficiencies increase customer frustration and duplicate work across several regions increasing the cost of the process. And it is these inefficient pieces that the Proposed Business Model targeted in an effort to reduce the operating cost and increase customer satisfaction.</p>
</div>
<div class="col-md-offset-0 col-md-5">
<div id="intro-carousel" class="carousel slide" data-ride="carousel">
<!-- Indicators -->
<ol class="carousel-indicators">
<li data-target="#intro-carousel" data-slide-to="0" class="active"></li>
<li data-target="#intro-carousel" data-slide-to="1"></li>
<!--li data-target="#intro-carousel" data-slide-to="2"></li-->
</ol>
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<div class="carousel-inner" role="listbox">
<div class="item active">
<img src="images/17340-an-african-american-woman-working-at-her-desk-pv.jpg" class="img-responsive" alt=""/>
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<div class="carousel-caption">
</div>
</div-->
<div class="item">
<img src="https://upload.wikimedia.org/wikipedia/commons/thumb/2/23/Lineman_changing_transformer.jpg/800px-Lineman_changing_transformer.jpg" class="img-responsive" alt=""/>
<div class="carousel-caption">
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</div>
</div>
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<a class="left carousel-control" href="#intro-carousel" role="button" data-slide="prev">
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<hr>
<footer>
<p>© Peter Empey 2015</p>
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