IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v22y2015i3p257-286.html
   My bibliography  Save this article

Service quality improvement at public utilities: a case

Author

Listed:
  • Anupama Prashar

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.

Suggested Citation

  • Anupama Prashar, 2015. "Service quality improvement at public utilities: a case," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 22(3), pages 257-286.
    • Handle: RePEc:ids:ijsoma:v:22:y:2015:i:3:p:257-286
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=72312
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:22:y:2015:i:3:p:257-286. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.