Basics and
Understanding Customers
~ a case for
India~
...as
presented by...
Er.Rammohan
Meda B.E(Hons)
Former
Superintending Engineer
APCPDCL
India
ELECTRICITY
•Electricity
is an essential requirement
•Customer
dependence on Electricity has increased many fold.
•Customer
cannot bear any interruption
•Electricity
utility Customer expectations are different from any utility customer
What are the
expectations of customer of Electricity utility?
•Quality
- Without interruption
•Quantity
- Unrestricted supply
•Service
- Prompt, courteous & Positive answers for problems.
ELECTRICITY -
MONOPOLY
•The
Electricity boards were controlled by Govt.
•They are of
Monopoly in nature
•Performance
was far from expectation
•Solutions -
Reforms
THE THEN
ELECTRICITY BOARD
•Customer
service was bad
•Supply fails
– FOC Phones are either engaged or no response
•Customer
were not satisfied with the behaviour of electricity staff
•No agency to
monitor the performance of boards.
POST REFORMS
•Unbundling
of Electricity Boards.
•Made
independent accountable & responsive
•Standard of
performance defined
•Customer
service found important
TROUBLE CALL
CENTER
•Call centres
were mooted to meet basic requirement of answering a telephone call
•Customer
expected politeness from centre
•Abbreviated
call number was implemented
•Trouble call
management service software implemented
OPERATOR
BEHAVIOUR
•Password
Entry
•Recording of
Number of Calls attended by each operator
•Called
number & time of receipt identification
•Female
operator in Day Shifts
•Minimum
Graduation Qualified
•Contractor
responsibility for statutory rules.
