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IIntroduction In the global business world there is business to customer types of organizations and business-to-business organizations Accenture is a global consulting company who provides professional consultation to their clients on service quality improvement Accenture has recently developed a new organization called Accenture Business Services for Utilities ABS-U is an outsourcing company that provides utilities with call centre capabilities BC Hydro recently outsourced its call center department to ABS-U Outsourcing has certain benefits to the organization such as less operating costs and better concentration on their customers This paper will discuss how ABS-U provides high value quality in their relationship to customer satisfaction It will also include a description of customer-driven quality and assessing the importance of participatory management as it relates to quality IIWhat are the Key Drivers for Accenture The following are the key drivers that ABS-U implements to satisfy their customer More Customers ABS-Us current customers are all gas and electric affiliated organizations In order to fit the word utility ABS-U could potentially expand its business into other organizations such as the telephone company cable television and others More Return on Investment ABS-U is able to help its customers by sharing their operating costs BC Hydro and ABS-U signed a ten year agreement designed to save BC Hydro customers 250 million and expand ABS-Us ability to offer customer relationship management IT human resources financial procurement services building and office management services to utilities across North America BC Hydro para 1 2003 ABS-Us customers such as BC Hydro do not need to create a call center department As a result BC Hydro will save money on capital costs and labour costs In addition BC Hydro can concentrate on their core business which is generating and distributing power Moreover ABS-U provides the best service to the end users in order to add value to its customer Ways to develop relationships with Business to Business ABS-U has a
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