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Making CenterPoint Energy the Network of Choice

Making CenterPoint Energy the Network of Choice. Qittitut Consulting uses a TQM Customer Satisfaction Model. Cannot satisfy external customers if all internal customers are not satisfied Leverage MASTIO Survey findings Coordinate with other CenterPoint initiatives.

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Making CenterPoint Energy the Network of Choice

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  1. Making CenterPoint Energy the Network of Choice Qittitut Consulting uses a TQM Customer Satisfaction Model • Cannot satisfy external customers if all internal customers are not satisfied • Leverage MASTIO Survey findings • Coordinate with other CenterPoint initiatives Do we have the ability to provide it? What does he want? Who is the customer?

  2. External Expectations “Customer Needs” CenterPoint Internal Needs CenterPoint Capability to Provide Network of Choice – Success Model

  3. Example: A High Level Business Model • Wholesale high-valued sale • Complex structure on both sides • Multiple interfaces to CenterPoint Within Company “Corporate” Structure Outside Company Purchasing MRP Factory Schedule Build Plan Master Schedule Demand System Company Regional Offices Channel Head-quarters Channel Dealers & Franchises Product End User Customer Base Distribution Sales, Marketing, and Order Support Distribution System Options and Parts Service Requests Salespaq

  4. Example: Aligned Interview Matrix Information Intent Company Out Customer Back Purchasing Manufacturing Demand Sales / Marketing Regional Offices Channel • Purchasing • Factory Systems Integration • CPU Business Planning • Materials Operations • Inventory Control • Demand Forecasting • Forecast / Sales Analysis • Sales Administration & Support • Project Planning / Marketing • Channel Analysis • Sales Education • Product Management • Dealer Development • Service Order Administration • Sales Promotions • Sales Requirements • Field Sales Planning • Sales Operations • Public Relations • New York • Chicago • Atlanta • Dallas • Pleasanton • McLean • Costa Mesa • A • B • C • D • E Distribution • Distribution / shipping Finance • Credit / Accounting • Salespaq IT Support Manufacturing Systems World Class Demand System Auto Scheduling DealerNet Support Electronic Communication System Integration

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