Material Variance in Performance

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 gtx, 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
Internal Company Performance 1

• Failure to maximize productivity

• Complicated forms for Companys own s.
• Do 15 applications for one eligible customer
• Respond to inappropriately referred customers

9
Internal Company Performance 2

• 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

10
For more information

• roger_at_fsconline.com