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Enron Mail |
How do we get the right focus on support for Calgary? Mark Taylor wanted to
hold up transferring confirm responsibility to Calgary, so we still need to provide excellent service to them. While I can appreciate that Diane is out, that should actually be a red flag to us to pay even closer attention to the Calgary stuff. Every screw up looks big to them, and they can't understand how mistakes continue to happen. While I know that they can't appreciate the vast number of transactions that the group is currently handling, we still need to be able to deliver top notch service. Unfortunately, we stub our toe enough with Calgary that they view of our operation is one that delivers pretty poor to average service. That is a terrible internal PR issue. Let's put our heads together on not just the confirm issue but all of our dealings with Calgary so that we quickly turn around our error rate (and/or their perceptions) and can sustain excellent service. I am copying Susan because she has dealt recently with an issue brought to our attention by Rob Milnthorp (president of Enron Canada). She responded to Rob quickly and handled things professionally, so she may not have shared the details with you at the time. But now we need to look at all of our outstanding, potential or past issues with Calgary and get a solution in place. She can fill you in on the details in that situation. Susan: Do you have any ideas on how we can reshape our image with Calgary? ---------------------- Forwarded by Sally Beck/HOU/ECT on 07/19/2000 04:21 PM --------------------------- Peggy Hedstrom 07/19/2000 12:02 PM To: Sally Beck/HOU/ECT@ECT cc: Subject: Re: Financial Confirm NP6050.1 Just so that you are aware, we continue to have problems with the financial confirm process from Houston. On more than one occasion, confirmations have been sent to our counterparties prior to review by Calgary. Attached is the most recent one. We have been assured over and over that this will not happen again, however, it continues to happen. Luckily, this confirmation went out without any errors in it. I know that you are very busy, but is there any way that you can make it a priority to get resolution on moving the financial confirmations to Calgary. ---------------------- Forwarded by Peggy Hedstrom/CAL/ECT on 07/18/2000 02:10 PM --------------------------- From: Larry Joe Hunter 07/18/2000 01:15 PM To: Peggy Hedstrom/CAL/ECT@ECT cc: Diane Anderson/NA/Enron@Enron, Andrea R Guillen/HOU/ECT@ECT Subject: Re: Financial Confirm NP6050.1 Peggy, As far as I can tell, we simply screwed up on this deal. Diane Anderson, who was covering for Angie last week, was using my name to sign off on some other Canada deals which were approved from last week then signed and sent this one by mistake. We're terribly sorry for the mistake. Call me if you want to discuss. Thanks, Joe Peggy Hedstrom 07/18/2000 09:55 AM To: Larry Joe Hunter/HOU/ECT@ECT cc: Subject: Financial Confirm NP6050.1 Since Dianne Seib is currently on vacation, I am reviewing the financial confirms. For the referenced confirm, the status is currently showing 'Sent to Counterparty", although our records show that we have not yet approved the revised confirm. Can you check on this for me and let me know whether this was sent prior to receiving Calgary's approval? If you have any questions, I can be contacted at ext. 6753. Thanks Peggy
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