... approach was used to analyze employee feedback on how COVID-19 impacted the Lean programs using data from various levels of four energy-based utilities in the United States. First, an online questionnaire collected qualitative and quantitative data from a broad sample of participants. Then, a follow-up...

... for organisations. The study is original because it looks at water invoices as a “product” that can be designed to meet the needs of their users. Utilities Qualitative methods Customer requirements Water industry Data quality is not a recent topic of research, with data quality literature proposing...

... of experts including practitioners as well as academic experts in branding and public utilities. The preliminary questionnaire was revised and improved, mainly in the areas of item adequacy and relevance, as well as wording clarity. Next, a pretest among ten business customers was conducted and no particular...

...Brian Plowman Uses a case study in the utilities sector to demonstrate how activity‐based cost management (ABCM) techniques provide a clear understanding of the leverage on the business of improving processes, and of the impact that various customer segments have on the profitability...