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Teaming Up to Clarify Communications
Author(s) -
Post Arlene
Publication year - 2004
Publication title -
opflow
Language(s) - English
Resource type - Journals
eISSN - 1551-8701
pISSN - 0149-8029
DOI - 10.1002/j.1551-8701.2004.tb02706.x
Subject(s) - clarity , bureaucracy , business , customer satisfaction , customer service , consistency (knowledge bases) , service (business) , outreach , order (exchange) , marketing , computer science , public relations , political science , biochemistry , chemistry , finance , artificial intelligence , politics , law
This article describes how the Las Virgenes (California) Municipal Water District (LVMWD) redesigned its structure in order to achieve greater clarity and consistency in customer‐related communications. Going from an organizational structure based on bureaucratic “silos” that separated field and office functions relating to customers, LVMWD decided to combine Public Outreach, Office Customer Service, Billing, Meter Reading, and Field Customer Service into a single department. LVMWD used the method of looking at itself through the eyes of the customer to determine how to reorganize to achieve the greatest efficiency for its customers.