Performance Measurement: Aligning with Division and Corporate Scorecards Cynthia Buettner Division...
22
Performance Measurement: Aligning with Division and Corporate Scorecards Cynthia Buettner Division Manager Customer Service Operations
-
Upload
noah-wilkerson -
Category
Documents
-
view
219 -
download
3
Transcript of Performance Measurement: Aligning with Division and Corporate Scorecards Cynthia Buettner Division...
Performance Measurement:Aligning with Division and
Corporate Scorecards
Cynthia BuettnerDivision Manager
Customer Service Operations
Agenda
• Who is Omaha Public Power District?• OPPD’s Corporate Structure• OPPD’s Customer Service Operations• Planning Process• 2009 Customer Care Plan• Customer Care Scorecard• Analysis: The Good, Bad and The Future
296,648 Residential customers
42,867 Commercial customers
142 Industrial customers
$787,973 million in total revenues
Retail Rate = 6.12 cents/kwh
Omaha Public Power District
OPPD Corporate Structure
Elected Board of Directors
President and CEO
Generation and T&D
Essential Services
Employee and Customer
Relations
Customer Service
Operations
Finance Nuclear
Customer Service Operations• Metering• Meter Technologies• Customer Information Technology• Customer Care
• Call Center• Branch Offices
• Customer Accounting and Billing• Products, Services & Education
• Energy Efficiency• Products and Services• New Program Development
OPPD Planning Process
Strategic Planning•Capital and O&M Budget•Corporate Measures
Divisional Budgeting and Planning•Divisional Measures•Divisional/Department Budget
Individual Performance Plans
•Individual Metrics•Personal Development Plans
2009 Customer Care Plan
Corporate Plan
Exceed Customer Expectati
ons
Division Plan
JD Power & Assoc Ranking
Department Plan
Calls Answered within 30 secondsAverage Speed of Answer
Abandoned After 10 SecondsAverage Call Time
Customer Care Scorecard
• After Call Survey -- Customer Satisfaction Percentage - > 89%• First Call Resolution – > 80%• Avg. Speed of Answer - < 1 minute• Answered within 30 Seconds - > 60%• Answered in 120 Seconds - > 70% • Abandoned after 10 seconds - < 5%
• Percent Employees with Professional Development Action Plan – 100%• Employee Engagement Index – 1st Quartile OPPD• Diversity – Meet OPPD Goal• Monthly Communication – Toolkit• Training & Development: 1 hour per week
• 1
• 2
• 3
• 4
The Good, Bad and The Future
Good•Line of sight for employees•Measurable•Reported regularly•Consistent feedback•Toolkit Communication•Employee Engagement
Bad•Every corporate goal doesn’t translate to an individual goal•Who is really accountable?
The Future•Strategic Plan precedes the budget cycle•Projects defined and approved earlier•Creates opportunity for individual accountability at the project level
Contact Information:
Cynthia BuettnerDivision Manager Customer Service Operations
(402) [email protected]
Twitter: OPPDCares
The Road to SuccessJennifer Johnston
Manager, Customer Care ServicesOmaha Public Power District
Goal Planning Sessions (GPS)
Mid Year Checkpoint Objectives
1. Increase accountability by communicating expectations
2. Motivate employees by showing how they fit into big picture
3. Improve performance through goal setting
The Road to Success
1. Increase accountability by communicating expectations
Mid year presentation
Review first half of year
Share vision for second half of
year
Checkpoints on the Road to Success
Knowledge TownDiscuss importance of continuous learning
Reflect on training that has been provided
Share training to be delivered
Engagement ExpresswayI have the tools that I need
I receive recognition for good work
My opinion seems to count
Checkpoints on the Road to Success
Customer Satisfactionville
Inform and EducateAnticipate NeedsExpress ConfidenceMake it Easy
Metrics LaneAbandon RateService LevelASA
Satisfaction
Checkpoints on the Road to Success
Self Serve Channel CanalLeast cost channelsCustomer convenience
Campaign DriveProduct offeringsRelationship buildingRevenue generated
Communications• Expresses ideas clearly• Accepts feedback• Clear customer contacts
Teamwork• Maintains positive
attitude• Focuses on own behavior• Models professionalism
Ownership• Customer issues• Phone states• Safety of self &
others
Responsiveness• Customer queues• Customer issues• Assigned tasks
Competency Way
Checkpoints on the Road to Success
The Road to Success2. Motivate employees by showing how
they fit into big picture
Present graphs for key measuresoQuality AssuranceoAfter Call SurveysoProduct SalesoService LeveloAverage Call CountoAverage Talk Time
Show CSRs their contribution
BE = 9%
ME = 24%
AE = 30%
FE = 37%
Performance Measures
The Road to Success
3. Improve performance through goal setting
One-on-one meeting with supervisor
Identify goals
Document Action Plans
The Road to Success
What road will you take?
