How Goal-Setting Plus Discipline Licked a Plant Peak Load Dilemma

How Goal-Setting Plus Discipline Licked a Plant Peak Load Dilemma

08.15.69Ron Ashkenas

Strategies for accelerating performance improvement

The New York Times recently highlighted the fact that, in Montreal, it is customary for everybody who is moving their household to do so on July 1. You can imagine the chaos that is created by this concentration of a load that should be spread across the year.

Back when a household's telephone had to be hooked up by the telephone company, this custom also caused long delays in returning full service to customers who moved. This article describes how we helped Bell Canada set an "impossible goal" to restore full service to customers much more quickly than they had been.

Today, there are thousands of strategies for accelerating performance improvement, but the basic ingredients of such "breakthrough" projects are not too different from the list we created back in the 1960s.

Published in Telephone Engineering & Management

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