The Cincinnati Water Works (CWW) serves approximately one million customers.17 Its billing system allows customer service representatives (CSRs) to retrieve information from customer accounts quickly using almost any piece of data such as customer name, address, phone number, and so on. Besides a customer’s account history, the system contains everything that was said in any phone call, including documentation of past problems and their resolution. An integrated voice response system provides automated phone support for bill paying and account balances, tells customers of the Copyright 2015 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. Due to electronic rights, some third party content may be suppressed from the eBook and/or eChapter(s). Editorial review has deemed that any suppressed content does not materially affect the overall learning experience. Cengage Learning reserves the right to remove additional content at any time if subsequent rights restrictions require it.146 An Introduction to Six Sigma approximate wait time to speak to a CSR, and allows the customers to leave a message for a CSR to return a call. An information board in the department shows the number of customers waiting, average length of time waiting, and the number of CSRs who are busy and doing post-call work. A pop-up screen provides CSRs with customer data before the phone rings so that they have the customer’s information before the customer even says hello. Work orders taken by CSRs, such as a broken water main or leaking meter, are routed automatically to a field service supervisor for immediate attention. This system is also used internally to allocate maintenance workers when a problem arises at a pumping station or treatment facility. A geographic information system is used for mapping the locations of water mains and fire hydrants, and provides field service employees, meter readers, and contractors exact information to accomplish their work. Handheld meter reading equipment is used to locate meters and download data into computers. Touch pad devices provide exterior connections to inside meters, eliminating the necessity to enter a house or building. CWW is also investigating automated meter reading equipment and radio frequency devices that simply require that a company van drive by the building to automatically obtain readings. Explain the role of measurement in this operation. What might a dashboard or scorecard look like in this organization?