Title: Service quality improvement at public utilities: a case

Authors: Anupama Prashar

Addresses: Operations Department, Management Development Institute, Gurgaon, Haryana, India

Abstract: This paper presents a real-life illustration of Six Sigma define-measure-analyse-improve-control (DMAIC) framework blended with innovative tools such as perception analysis, interrelationship diagram, affinity diagram and Gemba investigation tools to design, measure, and analyse defects in the energy meter-reading and sustain improvements in utility service delivery process. The key defects exposed by the analysis of meter reading data for two months were wrong reading (discrepancy in the data read from the meter), wrong NA (erroneous recording of 'wrong address' status) and wrong PL (erroneous recording of 'premises locked' status). The implementation of remedial actions resulted in a notable cost saving of INR 0.26 million per annum due to reduction in follow-ups for Narela District only. The larger gain from the whole exercise is the potential this improvement holds when replicated to other districts covered under various projects covered by the company.

Keywords: Discoms; public utilities; service quality; meter readings; six sigma; DMAIC; electricity services; TQM; total quality management; energy meters; billing; quality improvement; case study; perception analysis; interrelationship diagram; affinity diagram; Gemba investigation; service delivery.

DOI: 10.1504/IJSOM.2015.072312

International Journal of Services and Operations Management, 2015 Vol.22 No.3, pp.257 - 286

Received: 15 Feb 2014
Accepted: 24 Jun 2014
Published online: 09 Oct 2015 *

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