AWWA IMTECH64719
AWWA IMTECH64719 Identifying the Costs of Customer Service
Conference Proceeding by American Water Works Association, 03/01/2007
Angel, Fred O., Jr.
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This slide presentation outlines an effort by the Chesterfield County, Virginia, Department of Utilities to identify the costs of customer service. The method used included: identifying the processes that serve yourcustomers;ranking the processes in terms of importance toyour customers;focusing on only those processes that aremeasured;determining the drivers of your costs;collect data activity on the number oftransactions; and,calculate transactions costs.Cart
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