- December 1, 1998
- Member: FREE
When Reliant Energy's Copy Center began charging internal customers for its products and services, questions about pricing, quality, and delivery resulted. The reaction prompted the company's Shared Services group to begin benchmarking in an attempt to gauge how the Copy Center compares with external competitors. The result: Customers were made aware of the costs and unique features of the Shared Services departments and the organization was enabled to implement process improvements to ensure customers receive the highest value at or below market rates.