Keith Regan learns how Connecticut Light & Power CompanyÔÇÖs focus on the delivery side of the industry has enabled it to improve its customer service both in quiet times and during the worst storm events Connecticut Light & Power Company (CL&P) handles the distribution of electric power to 1.2 million customers in 149 communities across Connecticut. Part of publicly traded Northeast Utilities, CL&P, according to Ken Bowes, vice president of customer operations, has a laser-like focus on delivering customers what they want and need.

Sharing the road┬áCRST Malone has carved out a niche for itself as a top flatbed carrier. Keith Regan finds out how an independent contractor model has helped create a culture of customer service excellence and also poses its own challenges, especially in tough times. With roots as far back as the 1920s, CRST Malone has a long history of providing flatbed and specialty trucking services across a large swath of the United States, serving both national accounts and smaller clients.

Suburban green┬áCOPT focuses on environmentally sensitive and sustainable office parks as a key differentiator in its field of commercial development and construction, Linda Seid Frembes learns. According to the US Census Bureau, Americans are spending more than 100 hours per year commuting to and from work, and the nationÔÇÖs longest commutes are in urban centers like New York City, Los Angeles and Boston.  The trend toward suburban office space in urban submarkets has risen over the last decade, partly to alleviate the frustration of urban commuters.

Power in the back office┬áHaving robust technology is vital to the gas or electricity retailer that wants to keep its customers, Commerce EnergyÔÇÖs Mark Podorsky tells John OÔÇÖHanlon. Commerce Energy Group provides energy to both commercial and retail customers. Its headquarters and customer service team are based in Costa Mesa, California, but its operation team is located in Dallas, Texas, which is where I caught up with Mark Podorsky, vice president of operations.

Breaking new ground┬áThe Ann & Robert H. Lurie ChildrenÔÇÖs Hospital of Chicago, the new state-of-the-art childrenÔÇÖs hospital soon to replace ChildrenÔÇÖs Memorial Hospital, will set new standards in pediatric healthcare, Ruari McCallion reports. The feet that stood on the shovel that broke the ground for the new Ann & Robert H. Lurie ChildrenÔÇÖs Hospital of Chicago on April 21, 2008, may have been just regular-sized but they represented a huge step forward in child health in the whole of North America.

Canfor Corporation, a Canadian forest products company based in Vancouver, utilizes every aspect of forestry to maintain a lucrative portfolio of lumber and pulp products. Kate Sawyer reports As the largest producer of softwood lumber in Canada, Canfor Corporation understands that what gives a company success and longevity is a reactive business model that responds to changing economic conditions.

Fuel for the future┬áThe Andersons Inc. has a long history of finding the most efficient ways to bring agricultural commodities from farm to market. Keith Regan finds out how the companyÔÇÖs entry into the ethanol business turned out better than expected. When he opened his first grain elevator in the 1940s, Harold Anderson was seeking to find more efficient ways for farmers to get their crops to market.

Getting lean and thinking greenAs Keith Regan reports, it took a new management team and a renewed focus on operational excellence and supply chain optimization to get the venerable company back to being the value-added market player it is today. American Pad & Paper is a company with a lengthy and storied history in the office supplies space, having first introduced the legal padÔÇöstill a ubiquitous sight in courthouses and law offices worldwide.

Lean leverageLeadership in lean is opening up new opportunities for auto components manufacturer Alfmeier Corp., Keith Regan learns from Mark Rose-Innes, director of North American operations. Alfmeier Corp., a wholly owned subsidiary of Alfmeier Praezision, based in Treuchtlingen, Germany, has been a key tier two supplier in the US automotive sector since 1995, with its specialty components in the powertrain and seat systems found in many of the worldÔÇÖs most popular automobile brands.

Touch Base┬áTouchscreens are so user-friendly itÔÇÖs easy to overlook the technology behind them. AD MetroÔÇÖs Albert David told Ruari McCallion about the current state of the market and future developments. TodayÔÇÖs battlefields are hotbeds of electronics, but some things remain constant. They are dirty and dangerous places, where everything is treated roughly.    Technology is a great servant but it has to be able to withstand dirt, shocks and general beating up.