Preparing for upheaval: Why Americaʹs electric utilities must reengineer

With utility companies and other energy providers invading each otherʹs markets, competing fiercely on price and service, utility strategy must adopt customer value as its lodestone. To provide that value, it is necessary to reengineer a utilityʹs core processes for major improvements in cost, customer service, turnaround time, quality and other key measures of performance.