Established 1977

Management Issues
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TopMarks™

Making the Best of Best Practices

Past Solutions
What We Do
Illustrative Solutions
The following illustrate the range, depth and value of the consulting assignments that we have completed for our clients during the past five years.

Customer Loyalty

Client Challenge:
To implement the practices and processes for converting captive utility ratepayers into loyal customers in the transition to a competitive business enterprise.

RDC Solution:
Discover how such leaders in customer loyalty as Xerox, Harley-Davidson, Motorola and Continental Airlines have successfully implemented processes throughout the company that are resulting in exceptionally satisfied customers. Provide opportunities for managers of client companies to "go behind the scenes" in meeting with the designers and implementers of customer satisfaction/loyalty practices that are providing demonstrable value to their corporations.

Client Outcomes:
The clients of our "Best Customer Loyalty Management Practices" study have implemented several crucial lessons learned that are helping to keep customers loyal. One company created an official customer loyalty champion position for focusing and spearheading corporatewide initiatives for exceeding customer expectations. Another company is reorganizing all of its customer service-related activities around the customer loyalty process. A third company is implementing a new system for measuring performance on the internal drivers of customer loyalty.

Marketing

Client Challenge:
To transform our utility marketing department to an organization that will help position the entire corporation for success in the competitive marketplace, given the complexities of operating in a mixed competitive/regulated energy marketplace.

RDC Solution:
Examine how a diverse group of leading non-utility companies such as IBM, General Electric, Bell-Atlantic and Federal Express have identified target markets, created assessment tools and developed and empowered the marketing organization to take a key role in strategic planning and sales direction. Provide opportunities for utility marketing managers to personally question competitive-world marketing experts about such challenges as establishing the vital role for marketing within the corporation and developing the marketing organization and resources.

Client Outcomes:
Our clients were able to implement several important lessons learned from our two "Best Marketing Practices" studies. These included completely reorganizing the marketing department, developing the framework for strategic marketing planning, implementing an innovative marketing results’ measurement system and establishing a corporate brand management process.

Production

Client Challenge:
To transform the management processes and prepare the people of the utility power production organization to run the business in the emerging open competitive market for electricity.

RDC Solution:
Learn how non-electricity production plants such as Saturn, DuPont and Mobil and independent electricity-producing plants identify and serve target markets and how they focus all processes and people on maximizing profitability. Provide the forums for utility power plant managers to openly question the management teams of the group of leading non-utility plants about their best practices for profitably meeting customer needs and, where relevant, about how they implemented major change to achieve their growth and profit goals.

Client Outcomes:
Clients of several best practice studies have implemented many of the practical lessons learned from the more than 30 non-utility best practice companies that we have met with. The implementation topics included profitability accounting systems, capital allocation decision criteria, and processes to motivate and reward employees for meeting plant operating and profit goals.

Supply Chain Management

Client Challenge:
To design and implement supply chain processes that will help the corporation in meeting major cost-management objectives.

RDC Solution:
Examine the best supply chain management practices of the leaders in the field including Allied- Signal, EDS, Hewlett-Packard and Cisco Systems to understand how they implemented procurement and related supply chain systems and processes helping to effectively manage the corporation’s cost structure. Facilitate intensive best practice company meetings with supply chain management teams of leading non-utility companies to probe how they have implemented cross-organizational and alliance-partner practices and e-commerce solutions to reduce total costs and improve the efficiency and effectiveness of procurement processes.

Client Outcomes:
The clients of the three supply chain best management practices studies that we have conducted in recent years have been able to achieve demonstrable results by implementing the lessons learned from the leading non-utility companies. One company immediately saved $750,000 by developing an incentive-based contract with a major overhaul service provider. Another company immediately saved $2.1 million by implementing a lesson learned on consolidating officer copier and express mail supply contracts. A third company identified and implemented a completely new approach to training of supply chain management professionals. A fourth company immediately implemented an innovative centralized/decentralized matrix management organization for making the most efficient and effective use of procurement personnel.

Support Services

Client Challenge:
To bring the central engineering and operations support resources into alignment with the needs of the operating plants served by those resources.

RDC Solution:
Assess the current and evolving needs of the internal clients of the central plant engineering and operations support organization. Based on that assessment, a detailed analysis of the capabilities of the current central engineering and operations support staff, and knowledge of support services organizations of leading non-utility companies, develop recommendations for structuring and staffing of an organization aligned with internal client needs.

Client Outcomes:
The client was able to completely restructure the engineering and support services organization to be more in alignment with and responsive to internal clients needs and expectations. In addition, the services organization’s staff was significantly reduced, resulting in an annual savings of over $5 million.
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