Lost sheep content:
Performance Management
& Improvement
Using our benchmarking and operational processes expertise, we will partner with you to better measure and understand business performance and support the implementation of improvements.
Benchmarking
Our benchmarking program is a tool for assessing, comparing, and sharing performance among a community of top-performing organizations in order to achieve continuous improvement.
An annual benchmarking program that provides comparisons across the key elements of Transmission Lines, Distribution Lines, and Substations:
Performance:
O&M expenditures and capital investments, reliability and safety;
Service Levels:
Understanding and measuring work volumes and drivers of work; and
Enabling Practices:
Initiatives, Staffing, and Supporting functions
An annual benchmarking program evaluating the performance in traditional areas of Customer Service (Metering, Billing, Customer Contact Channels, Payment Handling, Field Service and Credit and Collections)
Performance:
O&M expenditures- functional and unit cost, digital experience;
Service Levels:
Customer Contact, Self Service, Billing Accuracy, Arrears Management; and
Enabling Practices:
Initiatives, Staffing, Technology and Supporting functions
In regulated markets, First Quartile Consulting helps our clients collaborate with policymakers to create effective market choices.
Services include:
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Rate case support
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Customer service and operational practices and measures evaluation
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Development of regulatory filings
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Provision of oral and written testimony
Rate Case Support: Transmission and Distribution and Customer Service practices and measures evaluation; development of regulatory filings and provision of oral and written testimony
Benchmarking – Making Data Driven Decisions
First Quartile Consulting has a large and expanding community of North American utilities that is involved in helping to shape and focus our benchmarking programs.
As a member of our benchmarking community, you will have
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A set of measures that identify gaps and opportunities for your company
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A community of utilities who have interest in sharing information
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A benchmarking process that promotes data driven decisions
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A dedicated team of benchmarking professionals who know the utility business and have been benchmarking for over 30 years
Benchmarking can be used to continuously improve operations through:
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Performance assessment
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Goal setting
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Change effort support
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Best practice identification
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Long-term progress tracking
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Regulatory filing support
Utilities with a continuous benchmarking program in place have successfully:
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Set realistic goals that are achievable and sustainable
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Changed performance through tracking and management
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Modified practices to improve performance
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Influenced regulatory decisions
Benchmarking community members value First Quartile's:
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Responsiveness
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Integrity
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Consistency
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Knowledge
An annual benchmarking program that provides comparisons across the key elements of Transmission Lines, Distribution Lines, and Substations:
Benchmarking Services
An annual benchmarking program that provides comparisons across the key elements of Transmission Lines, Distribution Lines, and Substations:
Performance: O&M expenditures and capital investments, reliability, and safety;
Service Levels: Understanding and measuring work volumes and drivers of work; and
Enabling Practices: Initiatives, Staffing, and Supporting functions
Customer Services
An annual benchmarking program evaluating the performance in traditional areas of Customer Service (Metering, Billing, Customer Contact Channels, Payment Handling, Field Service and Credit and Collections)
Performance: O&M expenditures- functional and unit cost, digital experience;
Service Levels: Customer Contact, Self Service, Billing Accuracy, Arrears Management; and
Enabling Practices: Initiatives, Staffing, Technology and Supporting functions
CTA for membership- $30k, access to community events, etc?
*set up email marketing/automation - 2.0?
*Database of contacts?
*Intake form to become part of the community
