Every organization, large or small, has a “Process Whisperer(s)” who are intimately familiar with key processes in the business, how those processes might be enhanced or nursed back to health to operate at peak performance. Often, these “whisperers” are the process owners of or work in proximity to an area. Through their on-the job knowledge, observation, and eye to customer service or effective output they have developed theories and opinions that would help optimize performance.

Having faith in your utility’s business processes gives you the confidence that operations will run as designed. This frees the organization to run its day to day activities and implement strategy.