EditorialImprove Employee And Customer Satisfaction In Your Utility

Improve Employee And Customer Satisfaction In Your Utility

Creating a culture of continuous improvement isn’t easy, but the rewards are well worth the effort.

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In 1995, Freese and Nichols Inc. – a prominent water and wastewater engineering and architectural firm based in Fort Worth, Texas – found itself in dire straits. The firm had posted an annual profit of -1.7 percent, the first unprofitable year in the history of the...

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