What will be discussed? Ever since OfWAT introduced the Service Incentive Mechanism or SIM (officially live from 1st April 2011) Water and WASCs performance is assessed by quantitative and qualitative Customer Service measures - NOT the old 'Overall Performance Assessment' (OPA) that is so known and loved. This presentation will explain what SIM is and why is it so important to Water Companies -The challenges that water companies are facing in achieving their SIM targets -The role of service providers to the water industry in helping their Clients achieve SIM -An overview of May Gurney's approach to delivering an Excellent Customer Experience -An industry view - Observations from working with many Water Companies simultaneously The presentation will aim to raise the profile of SIM and provide some guidance on how to develop a 'SIM Strategy' for your organisation. Who Should Attend? Operations and Customer Service Managers from Water & Sewerage Companies and contractors / service providers to the water industry. What will delegates learn from the Presentation? This presentation discusses a topic often not discussed by the Water Industry Supply Chain. The presentation will provide an understanding of what the challenges from the regulator are and the impacts that this has had on the water companies. The presentation will provide insight into some of the skills required by organisations to deliver and excellent customer experience and a flavour of some of the initiatives currently under way from across the industry.
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