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NDIA 30 th Environmental and Energy Symposium and Exhibition San Diego, CA April 5-8, 20

Innovations in Environmental and Energy Programs Sustainment. Presented by: Dr. Peg Anthony, Senior Vice President Maude Bullock, Technical Director. NDIA 30 th Environmental and Energy Symposium and Exhibition San Diego, CA April 5-8, 2004.

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NDIA 30 th Environmental and Energy Symposium and Exhibition San Diego, CA April 5-8, 20

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  1. Innovations in Environmental and Energy Programs Sustainment Presented by: Dr. Peg Anthony, Senior Vice President Maude Bullock, Technical Director NDIA 30th Environmental and Energy Symposium and Exhibition San Diego, CA April 5-8, 2004

  2. Environmental and Energy Programs can be seen as Obstacles to Success • Environmental and Energy Programs have an obligation to be: • integrated into the overall organization • properly sized for responsibilities • capable of adjusting products/services • able to define and measure success

  3. Integration • Understand the mission • Tailor programs to enhance the mission • Perform recurrent mission assessments

  4. Size • Right-size don’t just down-size • Identify the weak link • Exploit the weak link (fix or delete) • Engage all managers • Increase capacity as needed • Perform size assessments regularly

  5. Products/Services • Adjust/modify products/services • Create new products/services • Ensure offerings: • are wanted • can be delivered • viewed as benefits not burdens • help create customer loyalty!!!!

  6. Define and Measure 6

  7. Making It Work • Delineate Key and Significant Stakeholders • Understand customer priorities • Tailor programs to priorities • Ensure efficiency (reorganize/realign as warranted) • Communicate your value to your customers • program branding • core message development • program marketing

  8. Bottom Line • Treat your program like a business because it is a business • Don’t be afraid to make changes but only after adequate and timely assessment • Provide products/services that inspire customer loyalty

  9. For more information about this presentation and other customer loyalty issues, please contact:Dr. Peg Anthony,Senior Vice PresidentTelephone: (301) 572-0968Email: Peg.Anthony@orcmacro.com Macro International Inc. 11785 Beltsville Drive Calverton, MD 20705 www.customerloyaltyplus.com

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