Date of Award


Document Type


Degree Name

Doctor of Education (EdD)


Executive Leadership

First Supervisor

Jerry Willis

Second Supervisor

Cassandra H. Hyacinthe


This qualitative case study focused on developing a better understanding of Consolidated Edison’s knowledge management/customer service information and communications, as well as practices that were implemented during Hurricane Sandy. The data collection and analysis procedure formed a gap analysis that resulted from a comparison of the actual knowledge management practices that were used and not used in Consolidated Edison’s customer response during the catastrophic event. Organizational practices of high-performing knowledge management companies were used to analyze and compare their practices to Consolidated Edison’s. Findings from the analysis resulted in the establishment of a Balanced Scorecard framework for recommended best practices and action steps with the potential to set new strategies and trajectories for the organization.

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