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Jea Case Study - Performance Management Solutions

Description:

JEA's CEO Jim Dickenson looks back with pride: “A few years ago, JEA set our #1 strategic company goal to reinvent ourselves as an industry-leader in customer satisfaction. A well-designed, well-managed performance management system has been invaluable in helping us align employee activities with corporate objectives. That has helped us to execute our strategy and reach our goal.”

Content:

JEA has delivered impressive successes over the past several years. Better management has kept costs down and rates low, and an ongoing focus on workplace safety has reduced the number of OSHA-recordable incidents over the past four years by 69.5%. In addition, JEA's Northside Generating Station has earned national awards and the Buckman WasteWater Treatment Plant received the Operations and Maintenance Excellence Award from the EPA.

But JEA's biggest success, and the one underlying the rest of its achievements, is the stunning reinvention of the company as an industry-leading customerfocused organization. JEA's steady and impressive gains in customer satisfaction ratings are well-documented by multiple measurements, including results from regular surveys conducted by independent auditors J.D. Powers and the American Customer Satisfaction Index (ACSI).

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Author: Sumtotal Systems

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