In 1995, Freese and Nichols Inc. – a prominent water and wastewater engineering and architectural firm based in Fort Worth, Texas – found itself in dire straits. The firm had posted an annual profit of -1.7 percent, the first unprofitable year in the history of the then-100-year-old company, and morale was heading lower than wastewater flow at a broken lift station.“We were literally on a burning platform,” notes Bob Pence, the company’s president and chief executive officer. “We were very much a clan organization … a great place to work, because everyone took care of each other, but no accountability.
Improve Employee And Customer Satisfaction In Your Utility
Creating a culture of continuous improvement isn’t easy, but the rewards are well worth the effort.
Jul 24, 2014
| by Ken Wysocky |
