Communication toolkit (PDF) - Inside Edison
Communication toolkit (PDF) - Inside Edison
Communication toolkit (PDF) - Inside Edison
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2012 BUSINESS BRIEFING<br />
<strong>Communication</strong> Tool Kit for SCE Managers<br />
OPERATIONAL AND SERVICE EXCELLENCE<br />
INTRODUCTION<br />
SAFETY<br />
FINANCIAL<br />
PERFORMANCE<br />
STRATEGIC INITIATIVES<br />
OPERATIONAL AND<br />
SERVICE EXCELLENCE<br />
ENTERPRISE RISK<br />
MANAGEMENT<br />
PUBLIC POLICY<br />
COMPLIANCE<br />
PEOPLE AND CULTURE<br />
RESOURCES<br />
Topic<br />
Efficiency<br />
Customer<br />
Satisfaction<br />
Things to know …<br />
We will manage our costs to align with our customer Rate Objectives.<br />
Customer satisfaction targets will be maintained at the same level they’ve been at for the<br />
past four consecutive years. This will be a challenge given all of the issues that have<br />
recently played out in the media regarding the San Gabriel Valley windstorm.<br />
Maintaining customer satisfaction is important as we navigate through various issues<br />
facing our company: general regulatory risk, smart meters, energy efficiency,<br />
reliability, general rate case.<br />
• Additional challenges include:<br />
- budget reductions<br />
- new rates<br />
- rate increases<br />
- planned and unplanned outages<br />
- national/local economy<br />
- customer opinions influenced by rate implementation, reliability, and<br />
economic recovery. Downturn since all-time peak in 2008 leveled off in 2011<br />
2of 5<br />
FOR OVER 100 HUNDRED YEARS … LIFE. POWERED BY EDISON.
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