On-Demand Webinar Registration

Chief Service Officers (CSOs) are looking to drive service revenue in 2011 while enabling improved workforce productivity to meet more demanding customer requirements. In a recent Aberdeen poll, 41% stated that revenue growth was the top goal for their organizations in 2011 and that service leaders have prioritized investments in performance management and analytical tools to: • Forecast and plan for future service demand to ensure maximum resource utilization and satisfaction of customer and regulatory commitments • Gain uninterrupted visibility into operational service performance and the link to customer satisfaction and retention • Determine necessary investments to bolster service performance, both from a day-to-day as well as from a long-term service performance perspective. Southern California Edison (SCE) is one of North America’s largest investor-owned electric utilities, and is advanced in their use of forecasting and planning tools within their field operation. Joseph Conti from SCE will discuss the SCE planning philosophy and the decision to automate the forecasting and planning process. He will provide an insight into SCE’s Enterprise Resource Planning (ERP) philosophy including the inputs and outputs of that process, information about the decision to automate, and their experience in implementing automation into the ERP process. Additionally, the presentation will cover change management concerns and lessons learned during the implementation.