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Wastewater Management Customer Satisfaction

Wastewater Management Customer Satisfaction. Project Leader: Rebecca Orozco Member: Christian Diaz Project Time Phase: 01/11 - 04/11. Background. Key Largo Wastewater Treatment District Law Passed in 2006 that Requires Sewer Systems in t he Florida Keys Innovative Sewer System: AIRVAC

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Wastewater Management Customer Satisfaction

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  1. Wastewater Management Customer Satisfaction Project Leader: Rebecca Orozco Member: Christian Diaz Project Time Phase: 01/11 - 04/11

  2. Background • Key Largo Wastewater Treatment District • Law Passed in 2006 that Requires Sewer Systems in the Florida Keys • Innovative Sewer System: AIRVAC • Private Construction Management Company • Total Project Cost for Key Largo: $150M

  3. Define Phase • Problem: Company Process Disorganization • Purpose: To Effectively Handle Customer Complaints to Improve Overall Process Organization and Efficiency • Goals: Save 3.5% of Total Project Cost ($5.25M)

  4. Measurement Phase • Identification of Critical Measure • Project Expense/Revenue • Costly Field Changes Due to Other Utility Conflicts • Requested Service Connection Locations • Unique Properties (FM Connections, Pay Extra Construction Cost Compared to Others) • Property Re-assessments • Property Waiver Request

  5. Measurement Phase • Identification of Critical Measure (Cont.) • Construction Delays • Service Availability • Effect KLWTD Revenue to Bill Customers • Poor Construction Schedule

  6. Measurement Phase • Identification of Critical Measure (Cont.) • Inefficient Construction Activity • Buried Water Meters • High Water Bills • Construction and Restoration Process • Dusty and Noise from Equipment Operation • Construction Debris • Stored Materials On-site • Wash Outs • MOT – Poor Traffic Controls and Safety Concerns for Public • Property Damages (Mailbox, Fence And Etc.)

  7. Identification of Critical Measure (Cont.)

  8. Identification of Critical Measure (Cont.)

  9. Identification of Critical Measure (Cont.)

  10. Identification of Critical Measure (Cont.)

  11. Identification of Critical Measure (Cont.)

  12. Identification of Critical Measure (Cont.)

  13. Measurement Phase • Measurement Plan • Initial Engineering Plan/Design • Monitor Construction, Update Status/Plan Ahead • Send Contractor Home

  14. Analysis Phase

  15. Analysis Phase • Database • Includes ALL Requests, Complaints, and Customer Concerns • Examples: • Buried Meter • High Water Bills Due to Ruptured Water Lines • Screenshot of Database on Next Slide

  16. Database Screenshot

  17. Analysis Phase Cause and Effect Fishbone Diagram

  18. Current Process Flowchart

  19. Current Process Flowchart (Cont.)

  20. Improvement Phase • Potential Improvement Strategies: • Customer Service Training • Will Enhance Communication with Customers to Provide Correct Information and Standard Policy on Typical Complaints • Initial Engineering Design and Schedule • Enhance Coordination with other Utility Agencies on Existing Utility Locations • Correct Property Assessments and Design with Most Economical Way to Construct Sewer System

  21. Improved Process Flowchart

  22. Improved Process Flowchart (cont.)

  23. Control Phase • Weekly Staff Meetings • Help Keep All Members Updated with All Projects • Monthly Complaint Reports • Based On Database, • Keep Track of All Open Tickets • Efficiently Set a Planned Close Date to Follow Up • Use of Complaint Resolution Surveys to Track Our Improvement with Customers • Monitor Construction and Revising Schedules Base On Three Month Advancement Period

  24. Recommendations • Community Awareness • Flyers, Ads, Website • Computer Software – Training • GIS – Mapping Sewer Locates with Proper Assessment Information • Primavera - Scheduling • Revisit “Unique” Property Policies

  25. Questions?

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