Electrifying Performance: A Study of a Systems Thinking Intervention at a UK Electrical Distribution Network Operator

Mark Hopkinson

Chapter 10 in Systems Thinking: From Heresy to Practice, 2011, pp 199-234 from Palgrave Macmillan

Abstract: Abstract UK energy companies often attract criticism for the price of energy and poor levels of customer service. This chapter looks at one particular energy company who is trying to improve in order to save money and to improve customer service and customer value for money. The topic of systems thinking is reviewed and one methodology in particular is chosen to apply to the Distribution Network Operator (DNO) arm of the company.

Keywords: Control Chart; System Thinking; Capability Measure; Soft System Methodology; Customer Complaint (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-29922-1_10

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DOI: 10.1057/9780230299221_10

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