All the KPIs should be determined keeping in mind the consumer in the centre. For a business to remain successful and profitable, it is essential to earn a reasonable profit. However it is bound to come if the customer is satisfied and delighted.For an electricity distribution company, the customer interaction starts from the time when an applicant wants to have an electrical connection. Upon the energisation of connection, consumer requires uninterrupted pure sine wave electricity and quick restoration of supply upon occurrence of a fault. To pay his electricity consumption bill, he requires an error free bill and facilities to pay this bill without standing in queue.
From the DISCOM’s perspective, to serve its customer and to keep its promises, it is a mammoth task and it requires adequate infrastructure,resources, availability of quality & reliable power, customer friendly employees, finance, monitoring and control system, a mechanism to address varying degree of issues etc. Most of the factors are controllable by the utility but few factors are beyond its control e.g. availability of reliable and quality power etc. therefore, it becomes even more important to determine, devise and define the KPIs keeping in view the practical aspects and measure only those attributes which are controllable by the utility.The entire KPI exercise is presented keeping the above mentioned philosophy in helm of affairs.
From the DISCOM’s perspective, to serve its customer and to keep its promises, it is a mammoth task and it requires adequate infrastructure,resources, availability of quality & reliable power, customer friendly employees, finance, monitoring and control system, a mechanism to address varying degree of issues etc. Most of the factors are controllable by the utility but few factors are beyond its control e.g. availability of reliable and quality power etc. therefore, it becomes even more important to determine, devise and define the KPIs keeping in view the practical aspects and measure only those attributes which are controllable by the utility.The entire KPI exercise is presented keeping the above mentioned philosophy in helm of affairs.
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