作者/于是

1. Dominion Resources Customer Billing Services Best Practices in Reducing Billing Exceptions

3. Three Gas states: Two Electric states:

4. Dominion’s Asset Base Retail Plus 1.5 million unregulated retail energy customer accounts in 11 states 4 million franchise gas and electric delivery customers in 5 states Transportation 7,800 miles of natural gas pipeline Nearly 1 trillion cubic feet of natural gas storage Cove Point LNG Facility 6,000 miles of electric transmission Manufacturing ~1.1 trillion cubic feet equivalent of proved gas reserves* ~100 Mmcfe of daily production ~ 28,000 MW of electric generation

5. Customer Billing History Two Electric states: VA: 28 Billing Agents Three Gas states: OH & PA: 28 Billing Agents WV: 13 Billing Agents

10. Six Sigma DMAIC Process Define: identifies customers, service requirements, and process Analyze: identifies where and why the problem or customer dissatisfaction areas occur Measure: identifies current process performance Control: ensures the improvement is implemented with lasting results Improve: determines how to improve a process with lasting results Define Measure Analyze Improve Control Recognize: identifies potential project/problem areas for focusing resources and making improvements Recognize

15. Process Mapping

20. What We Did to Overcome Challenges Standardized Adjustment Calcs

21. What We Did to Overcome Challenges Established audit controls

22. What We Did to Overcome Challenges Established audit controls

24. Visibility Daily Matrix Controls

25. Success! Reduced back log to < 6,000 Electric & Gas states: VA: 29 Billing Agents Agent Reduction WV: 10 Billing Agents