... 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...

... Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only Utilities Qualitative methods Customer requirements Water industry Data quality is not a recent topic of research, with data quality literature proposing a set of dimensions...

... on quality, reliability, performance and service (Kuhn et al., 2008). © Emerald Group Publishing Limited 2014 Satisfaction SMEs Energy Loyalty Trust Business-to-business Switching Utilities Reliable energy supplies at reasonable prices are crucial to both consumers...

...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...