1. Root Cause Relationships Deliverable 11G

2. Improve Module Roadmap Define 1D – Define VOC, VOB, and CTQ’s 2D – Define Project Boundaries 3D – Quantify Project Value 4D – Develop Project Mgmt. Plan Measure 5M – Document Process 6M – Prioritize List of X’s 7M – Create Data Collection Plan 8M – Validate Measurement System 9M – Establish Baseline Process Cap. Analyze 10A – Determine Critical X’s Improve 12I – Prioritized List of Solutions 13I – Pilot Best Solution Control 14C – Create Control System 15C – Finalize Project Documentation Green 11G – Identify Root Cause Relationships

6. Deliverable 10: Analyze Root Cause Investigation Matrix Problem State-ment “Y" Probable / Possible Root Cause(s) "Xs" BB Con-currs Y/N Explain "WHY" - (Logic Flow for Verification Method) Statistical Test or Description of non-Stat Treatment Statistical or Logical Analysis Root Cause Investigation Matrix During the time period from July 2005 to September 2006, 79,771,600 CCF of water were produced, and 68,052,475 CCF of water were billed to customers. This results in 14.69% of Unaccounted-For Water (UFW), versus an AWWA standard of 10%. These losses represent a potential COPQ of $1.59MM per year in lost revenues per percent UFW. Statistical Statistical Logical Logical Y Y Y Y Regression Regression 5-Why Tree 5-Why Tree Logical Y 5-Why Tree Theft of water through the use of a non-metered connection Fire hydrant use not measured or recorded Use of water before customer record exists Construction flush quantities are not known/recorded Routine flush quantities are not known/recorded Use Affidavits DB We will not have meter data from the use of hydrants by the city Use building permit data We have not metered flushing in the past We have not metered flushing in the past

7. Deliverable 10: Analyze Root Cause Investigation Matrix

9. Deliverable 10: Analyze Root Cause Investigation Matrix Problem State-ment “Y" Probable / Possible Root Cause(s) "Xs" BB Con-currs Y/N Explain "WHY" - (Logic Flow for Verification Method) Statistical Test or Description of non-Stat Treatment Statistical or Logical Analysis Root Cause Investigation Matrix Increasing the SO 2 removal rate has historically caused SDA nozzle pluggage and SDA downtime. Mix tank pump problems Density Exit gas Temp Logical Statistical Statistical Equipment issues Non-normal Data; >2 Samples Non-normal Data; >2 Samples Y Y Y Moods Median Slurry Flow/Exit gas Temp Statistical Non-normal Data; >2 Samples Y Moods Median Tree Diagram Moods Median

10. Deliverable 10: Analyze Root Cause Investigation Matrix The 3 X’s will be analyzed for impact on Steam Temps These 3 X’s worked as capital projects

11. Deliverable 10: Analyze Root Cause Investigation Matrix Root Cause Investigation Matrix Problem Statement “Y" Probable / Possible Root Cause "Xs" Statistical or Logical Analysis Explain "WHY" - (Logic Flow for Verification Method) MBB Concurs Y/N? Stat. Test or Description of non-Stat Treatment Homes in Jacksonville are using a high relative percentage of their income on energy costs Use of Resistance Heating Statistical & Logical Will validate “X” based on field data and database information Y Statistical Analysis, Graphical Analysis, Cause Effect, Basic Stat Tests Old Heating Equipment (Inefficient) Statistical & Logical Will validate “X” based on field data and database information Y Statistical Analysis, Graphical Analysis, Cause Effect, Basic Stat Tests Malfunctioning Heating Equipment Statistical & Logical Will validate “X” based on field data and database information Y Statistical Analysis, Graphical Analysis, Cause Effect, Basic Stat Tests Leaks in Air Ducts (Central Systems) Statistical & Logical Will validate “X” based on field data and database information Y Statistical Analysis, Graphical Analysis, Cause Effect, Basic Stat Tests

12. Factor Description #1 Insulation (& Air Leaks) #2 “ Off Grade” Home Elevations #3 Thermostat Settings (Behavior) #4 Heating Systems #5 Customer Knowledge Our in-home surveys and analysis of consumption data led us to five statistically significant factors that are driving poor winter energy efficiency. Important Findings

13. Deliverable 10: Analyze Root Cause Investigation Matrix