First Quartile Consulting
(1QC) is a focused utility benchmarking and consulting firm that offers a powerful combination of benchmarking programs and consulting
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Business Process ImprovementCustomer Service
Using our industry, process, technology, and human resource backgrounds and management skills, 1QC partners with clients to develop appropriate targets for cost/service levels and support customer satisfaction to optimize their return on investment. We support clients with strategies that put the customer at the core of the business, ranging from the customer’s first contact with them through the entire lifecycle of the customer/company relationship.
Services provided include:
- Contact centers, customer contact and relationship management
- Customer and account management
- Credit and collections optimization
- Metering, billing and field services
- Non-regulated business processes
- Service-enabling technology, including AMR, AMI, Field force automation, contact center solutions, IVR optimization, internet, billing systems and data mining
- Performance management and reporting
Transmission and Distribution
First Quartile Consulting applies knowledge of industry processes and best practices to assess Distribution and Transmission operations. We help our clients implement programs to lower operational costs, maximize resource utilization and optimize overall performance and reliability. Our expertise in this area stretches across the entire range of network, transmission and distribution operations.
Services provided include:
- Reliability review and assessments
- Asset management and capital planning
- Efficient engineering design and planning processes
- Capital project management process, roles and responsibility development, and performance measures
- Emergency response
- Service-enabling technology, including outage management, GIS, workforce management, workforce resource planning, integration with customer systems
- Enhancement of outage management
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