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Title: New Ideas In Productivity Control
Author: George G. Vapaa
Source: American Gas Association 1984
Year Published: 1984
Abstract: This paper discusses the development and implementation of a cost-effective work management program for Delmarva Power & Light Companys Service Department -an organization with seventy field employees. Included are the objectives of the program, a description of the programs day-to-day operation, and a review of concerns for the future. Productivity control, for most of us, is not a particularly exciting topic. On the other hand the conirot of productivity is extremely important to all of us. It doesnt matter whether our service policy is such that we charge directly for the services we provide or whether we provide so called free service by including the cost in the rate base. If we do not strive to improve the productivity of our service operations, we will be unable to compete effectively in the market place-not only in the service arena but, possibly, not even as energy suppliers.

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