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Operational Changes Counter Customer Complaints
Author(s) -
Wen Jason,
Busuego Elias,
Bleemers Alan,
Long Jeffrey
Publication year - 2001
Publication title -
opflow
Language(s) - English
Resource type - Journals
eISSN - 1551-8701
pISSN - 0149-8029
DOI - 10.1002/j.1551-8701.2001.tb01621.x
Subject(s) - quality (philosophy) , track (disk drive) , business , distribution (mathematics) , water quality , operations management , computer science , engineering , mathematics , mathematical analysis , ecology , philosophy , epistemology , biology , operating system
This article discusses how Southern California Water Company's (SCWC) Central District discovered how to reduce water quality complaints through various operation controls. The district improved its distribution water quality and reduced complaints by up to 75% by implementing five solutions. The second part of this article, published in the November 2001 issue, goes into more detail about each solution. This first part of the article describes how the district came up with these solutions. The use of databases to track what causes the complaints is explained.