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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.

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Material Variance in Performance

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  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

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