1 / 10

Material Variance in Performance

Material Variance in Performance. Duquesne Light Company Roger D. Colton April 27, 2000. Payment Performance: #1. Chronic nonpayment Temporary nonpayment Irregular payments Irregular non payments Seasonal nonpayment Pay odd amounts at odd times. Payment Performance: #2.

annice
Télécharger la présentation

Material Variance in Performance

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Material Variance in Performance Duquesne Light Company Roger D. Colton April 27, 2000

  2. Payment Performance: #1 • Chronic nonpayment • Temporary nonpayment • Irregular payments • Irregular nonpayments • Seasonal nonpayment • Pay odd amounts at odd times

  3. Payment Performance: #2 • Change from good payment to bad • Never quite caught up payments • Skip payments, make up, start over • Payment only with intervention, but full • Always some payment, but never full • Pay until arrears >$x, then quit

  4. Payment Performance: #3 • No payment at all • Some payments, but few • No winter payments • Only payment is LIHEAP • Miss only few payments in a year • “Gaming the system”

  5. Affordability Performance • Payment problem manifestation • Activity that is threat to health, safety or welfare of customer

  6. Partnership Performance • “Game the system” (manifestation?) • Fail to make minimum payments • Fail to seek out available assistance • Fails to communicate re. problems • Fails to control usage

  7. Customer Performance • Feeling overwhelmed: paralyzed • Fail to control usage • Live only by crisis management • Lack knowledge of what to do and when • Fail to plan beyond shortest term • Fail to trust company

  8. Failure to maximize productivity Complicated forms for Company’s own $s. Do 15 applications for one eligible customer Respond to inappropriately referred customers Internal Company Performance #1

  9. Failure to be effective Get people on universal service program and keep them on. Effectively handle call center volume Do what we say/mean what we say Consistent message Internal Company Performance #2

  10. For more information: roger@fsconline.com

More Related