Waste Management 2007 Annual Report Download - page 16
Download and view the complete annual report
Please find page 16 of the 2007 Waste Management annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.-
1 -
2
-
3
-
4
-
5
-
6 -
7 -
8 -
9 -
10 -
11 -
12 -
13 -
14 -
15 -
16 -
17 -
18 -
19 -
20 -
21 -
22 -
23 -
24 -
25 -
26 -
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
-
76
-
77
-
78
-
79
-
80
-
81
-
82
-
83
-
84
-
85
-
86
-
87
-
88
-
89
-
90
-
91
-
92
-
93
-
94
-
95
-
96
-
97
-
98
-
99
-
100
-
101
-
102
-
103
-
104
-
105
-
106
-
107
-
108
-
109
-
110
-
111
-
112
-
113
-
114
-
115
-
116
-
117
-
118
-
119
-
120
-
121
-
122
-
123
-
124
-
125
-
126
-
127
-
128
-
129
-
130
-
131
-
132
-
133
-
134
-
135
-
136
-
137
-
138
-
139
-
140
-
141
-
142
-
143
-
144
-
145
-
146
-
147
-
148
-
149
-
150
-
151
-
152
-
153
-
154
-
155
-
156
-
157
-
158
-
159
-
160
-
161
-
162
 |
 |
14
With our managers and front-line technicians using this powerful tool, customer service interruptions—
the number of hours that trucks remain in service between breakdowns—increased by 13.5 percent
in 2007. Through effective fleet management and route optimization, we were able to improve efficiency
and reduce driver time by more than 2 million hours.
In another area where we are using technology to better serve our customers, we continued to pilot
an on-board computing system for our trucks. This system greatly reduces the need for paper tickets;
instead a job is entered into the computer system at dispatch and appears on the driver’s computer.
Information passes automatically through the
system all the way to billing, providing more
accurate and timely information.
Even with the most advanced technology,
there’s no substitute for hands-on attention.
We created the position of route analyst to ride
along in our trucks and identify ways to improve
our service times, safety, customer service levels,
and profitability. The route analysts in turn receive
invaluable experience at the front lines of service,
preparing them to be effective operations
managers.
With increased efficiency, reliability, safety, and
cost savings, Waste Management’s fleet is helping to drive improved customer service.
To assess the effectiveness of our customer service and help identify opportunities for improvement,
Waste Management has selected J.D. Power and Associates to conduct detailed surveys of our
customers in all market areas to determine their perceptions. Our goal is to reach and maintain the level
of service that creates engaged customers who are loyal and would recommend Waste Management to
others. We know that a customer’s recommendation is the best compliment we can receive.
The use of advanced technology helps keep our trucks up and
running more of the time, saves money, improves safety, and
provides our customers with better service and reliability.