Leading in a Time of Increased Expectations

摘要

WHEN YOU LEAD one of the world's largest electric utilities, you deal with a rather interesting set of challenges. For example:A large percentage of your workforce is nearing retirement, yet your industry does not seem to hold the attractiveness of the dynamic technology companies you must compete with for young talent.You manage stakeholders who often have opposing interests, which means whatever you do to satisfy one risks alienating another.After decades of stability and uniformity, your customers' expectations for service, choice, and customization have dramatically transformed and diverged.