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A key element of the company ’ s drive towards integration is the ‘ voice of the customer ’ program , which ensures customer needs are heard and addressed to become part of the process .
“ The VoC program is where we have monthly meetings with the key administrator of each site ,” explains Anderson . “ We not only talk about things we ’ re trying to do differently and changes we ’ re implementing , but we also get feedback from them as our internal customers on what ’ s working and what isn ’ t . We ’ ve had tremendous feedback in terms of the recent company changes .”
In sitting down with Dynegy ’ s crossfunctional team members across the operations group and asking for advice from their perspectives , Anderson and his team can gather an
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