San Diego Gas & Electric: Innovation in a Learning Organization (NAPDR Case Study)

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SDG&E exemplifies what noted author, researcher, and professor Peter Senge describes as a “Learning Organization.” This case study examines in-depth how the utility’s smart meter deployment and outreach affected their traditional business processes and how they involved customers and stakeholders to co-design new products, programs, and systems.

In a disciplined yet responsive framework, the organization tries new approaches and makes timely adjustments based on what they learn from their experiences. SDG&E is executing a strategic and customer-centric product marketing process as well as being responsive enough to prototype customer programs in the field.