Dominion Power 2002 Annual Report Download - page 23

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21
Dominion ’02 Annual Report
flowing and for restoring service quickly after weather-related outages. Most
gratifying of all, customers praised Dominion employees for their knowledge,
helpfulness and performance under pressure.
We were pleased but not surprised by this recognition of our
employees’ desire to serve. Our employees are a dedicated group. We try to do
right by them.
Corporate Governance: Loud and Clear We’ve seen some companies let
down their shareholders and employees in high-profile bankruptcies and
flameouts. We’ve always known companies can fail with flawed business plans. In
2002, we saw that companies fail through poor leadership.
Leaders at the top must set the tone for the entire organization.
Values and expectations have to be explicit. Personal and professional integrity
must be a given. In a large, populous organization such as ours, these values are
Our culture is grounded in employee ownership
and guided by discipline, teamwork and customer
satisfaction—the real measure of our performance.
Shawnda Toler, senior
customer service center
representative, works as part
of a call center team
recognized by surveyed cus-
tomers for its knowledge,
helpfulness and performance
under pressure.