The KPIs which are to be selected for first stage implementation should be simple, easily measurable and easy to implement. At the same time they should address the qualitative aspects, customer needs and requirements,Business needs and requirements and Human resources. It would help to develop an enabling atmosphere to adopt the changes and involvement of all the concern stakeholders. Accordingly the KPIs are selected in four categories viz. Supply availability & reliability, Cost & profitability, Consumer service and Capacity building.
Supply Availability and Reliability
Reliability is one of the core KPI factor that shape customer satisfaction.Customers’ perceptions of reliability are actually shaped by a combination of factors, including voltage characteristics. However, the most visible of these are the continuity of supply factors that manifest themselves in outages, be they momentary or extended. Thus, they may be the most important of the customer service KPIs under the control of the management of distribution companies.
Main Features
The main points related to measuring and regulating continuity of supply are:
• The type of interruption: Planned or unplanned interruptions. Planned interruptions that are not notified may be recorded as unplanned interruptions.
• The duration of each interruption: Short or long interruptions. For example,any interruption that lasts more than ten minutes as a long interruption.
• The voltage levels of faults and other causes of interruptions : Low/medium/high voltage. The interruption of supply to final customers can originate at any voltage level in the system. Customers connected to low voltage networks (i.e., 1 kV) are affected by interruptions due to faults in low voltage, medium voltage (MV) and high voltage (HV) networks and transmission networks, while users connected to MV networks are not affected by interruptions due to faults in the LV network. In HV and transmission networks, not all faults cause interruptions to final customers,due to network design.
• The type of continuity indicators i.e., number or duration of outages. The cumulative yearly duration of interruption per customer, generally referredto as the System Average Interruption Duration Index (SAIDI) indicates how long during the year energy is not supplied (average per customer).
The number of outages per customer in a year, termed System Average Interruption Frequency Index (SAIFI), indicates how many times in a year energy is not supplied. Some customers are more sensitive to the cumulative duration whereas others are more sensitive to the frequency of outages.
Supply Availability and Reliability – Proposed KPIs
Supply Availability and Reliability
Reliability is one of the core KPI factor that shape customer satisfaction.Customers’ perceptions of reliability are actually shaped by a combination of factors, including voltage characteristics. However, the most visible of these are the continuity of supply factors that manifest themselves in outages, be they momentary or extended. Thus, they may be the most important of the customer service KPIs under the control of the management of distribution companies.
Main Features
The main points related to measuring and regulating continuity of supply are:
• The type of interruption: Planned or unplanned interruptions. Planned interruptions that are not notified may be recorded as unplanned interruptions.
• The duration of each interruption: Short or long interruptions. For example,any interruption that lasts more than ten minutes as a long interruption.
• The voltage levels of faults and other causes of interruptions : Low/medium/high voltage. The interruption of supply to final customers can originate at any voltage level in the system. Customers connected to low voltage networks (i.e., 1 kV) are affected by interruptions due to faults in low voltage, medium voltage (MV) and high voltage (HV) networks and transmission networks, while users connected to MV networks are not affected by interruptions due to faults in the LV network. In HV and transmission networks, not all faults cause interruptions to final customers,due to network design.
• The type of continuity indicators i.e., number or duration of outages. The cumulative yearly duration of interruption per customer, generally referredto as the System Average Interruption Duration Index (SAIDI) indicates how long during the year energy is not supplied (average per customer).
The number of outages per customer in a year, termed System Average Interruption Frequency Index (SAIFI), indicates how many times in a year energy is not supplied. Some customers are more sensitive to the cumulative duration whereas others are more sensitive to the frequency of outages.
Supply Availability and Reliability – Proposed KPIs
Cost and Profitability
The cost of per unit of energy is a very vital ingredient to determine the customer satisfaction. Though the consumer is ready to pay little higher tariff but he sees the value for every penny spent on that. Moreover Regulator does not allow any untoward cost and it eats the profit. The cost and profitability are actually shaped by a combination of factors, including O&M expenses,Technical and Commercial losses, and Collection efficiency.
Main Features
The main points related to measuring and regulating cost and profitability are:
• The present loss level and trajectory to reduce the loss: The per unit of cost delivered to the consumer is delivered by the quantum of prevalent loss level and the losses allowed by the regulator for that year. It is very important to constantly monitor the loss and take corrective actions immediately by technological and/or administrative mechanism.
•Unaccounted Energy: The health of the metering system to be monitored constantly. Any meter out of circuit meaning not recording the correct energy should be replaced/rectified immediately or within the stipulated turn around time. The meters are not available across many utilities particularly for Rural, Domestic, Agriculture and Street Light connections.
It becomes more necessary to define a path to achieve the 100% metering status and till such time access the quantum of energy consumed in terms of the per unit connected load through sample study.
• Collection Efficiency: In this era of Information revolution, consumer wants better avenues for payment and their billing related complaint redressal. The efforts should be directed towards facilitation to the consumer so that they are motivated to make the payment and not harassed by standing in long queues. The collection efficiency ultimately decides both – the cost and profitability.
• Operating Expenses: i.e., the cost incurred by the Utility towards Operation and Maintenance to supply the energy. It is generally expressed in per unit. This cost should be benchmarked against the international standards and efforts to be put to reduce it.
Cost and Profitability – Proposed KPIs
Consumer Service
The consumers are becoming more and more demanding on each passing day. The Regulators have started imposing the minimum service standard levels with penalty. For the business to be successful and to remain successful, the satisfaction through better consumer service is of paramount importance. The satisfied and delighted consumer is a great asset for any company and has direct bearing on the bottom line of the company’s balance sheet. The list of consumer services is endless particularly for a DISCOM,however to begin with it is shaped by a combination of factors viz. Response time, Staff Attitude, Willingness of the staff, Customer Satisfaction Index etc.
Main Features
The main points related to measuring and regulating consumer service are:
• Response Time: The consumer wants that the intended service should be provided by their service provider within the stipulated time. For a consumer or a prospective consumer, he wants that the new service connection to be provided at a minimum possible time, if there is any supply outage complaint, it should be resolved as early as possible.Similarly he wants that he bill delivered to him should be error free and in case of any error/dispute it should be resolved amicably and as fast as possible. It becomes imperative for DISCOM to define the minimum stipulated time frame for each kind of service, monitor the outcome on daily basis, generate exception reports and take corrective actions. If necessitates, bring he changes in the processes and adopt new technologies.
• Customer Satisfaction: The periodic customer satisfaction survey should be a part and parcel of every DISCOM. It provides a valuable insight about the present capabilities and the consumer expectations. A roadmap can be formulated to address the issues which are in control of the management.
• Staff Attitude: It plays a very vital role in any service industry. A proper training plan and calendar can be prepared to address this vital aspect.Human resource is very important gradient for any business and it determines the success or failure of the business. It is invaluable asset.The attitudinal training should be provided for each employee irrespective of his/her hierarchical position.
The consumers are becoming more and more demanding on each passing day. The Regulators have started imposing the minimum service standard levels with penalty. For the business to be successful and to remain successful, the satisfaction through better consumer service is of paramount importance. The satisfied and delighted consumer is a great asset for any company and has direct bearing on the bottom line of the company’s balance sheet. The list of consumer services is endless particularly for a DISCOM,however to begin with it is shaped by a combination of factors viz. Response time, Staff Attitude, Willingness of the staff, Customer Satisfaction Index etc.
Main Features
The main points related to measuring and regulating consumer service are:
• Response Time: The consumer wants that the intended service should be provided by their service provider within the stipulated time. For a consumer or a prospective consumer, he wants that the new service connection to be provided at a minimum possible time, if there is any supply outage complaint, it should be resolved as early as possible.Similarly he wants that he bill delivered to him should be error free and in case of any error/dispute it should be resolved amicably and as fast as possible. It becomes imperative for DISCOM to define the minimum stipulated time frame for each kind of service, monitor the outcome on daily basis, generate exception reports and take corrective actions. If necessitates, bring he changes in the processes and adopt new technologies.
• Customer Satisfaction: The periodic customer satisfaction survey should be a part and parcel of every DISCOM. It provides a valuable insight about the present capabilities and the consumer expectations. A roadmap can be formulated to address the issues which are in control of the management.
• Staff Attitude: It plays a very vital role in any service industry. A proper training plan and calendar can be prepared to address this vital aspect.Human resource is very important gradient for any business and it determines the success or failure of the business. It is invaluable asset.The attitudinal training should be provided for each employee irrespective of his/her hierarchical position.
Consumer Service – Proposed KPIs
Capacity Building
DISCOMs have to not only manage the day to day operations but also manage the explosive growth, so it is dual task. At the top of it, consumers are becoming more and more demanding, resulting which DISCOMs require additional capabilities. The capacity building may be creation of assets,performance improvement or human resources skill upgradation. In this section, we are concentrating only on Human resources skill upgradation aspects.
Main Features
The main points related to measuring and regulating consumer service are:
• Business Function: The consumer is the fulcrum for today’s business;
every strategy needs to be built keeping in view this fulcrum. Consumer does not know about the departments, roles and responsibilities of any individual, internal processes impediments etc. within the company, he wants a superior qualitative product/service at a low cost within the shortest possible time frame. It creates the need for the organization to work in a cross functional team rising above the cage of traditional thinking and produce versatile managers conversant with different functions and ready to take extra burden on their shoulder to meet the customer requirement. It does not obviously come through as a God gift, neither as
learning provided in academics nor by virtue of simply doing the job with full honesty and versatility. It has to be created and developed by imparting the training.
• Training Plan and Calendar: Nothing can be achieved if not properly planned and executed. Every organization should prepare a training plan,allocate resources as per the plan and maintain a calendar for its implementation and monitoring.
Capacity Building
DISCOMs have to not only manage the day to day operations but also manage the explosive growth, so it is dual task. At the top of it, consumers are becoming more and more demanding, resulting which DISCOMs require additional capabilities. The capacity building may be creation of assets,performance improvement or human resources skill upgradation. In this section, we are concentrating only on Human resources skill upgradation aspects.
Main Features
The main points related to measuring and regulating consumer service are:
• Business Function: The consumer is the fulcrum for today’s business;
every strategy needs to be built keeping in view this fulcrum. Consumer does not know about the departments, roles and responsibilities of any individual, internal processes impediments etc. within the company, he wants a superior qualitative product/service at a low cost within the shortest possible time frame. It creates the need for the organization to work in a cross functional team rising above the cage of traditional thinking and produce versatile managers conversant with different functions and ready to take extra burden on their shoulder to meet the customer requirement. It does not obviously come through as a God gift, neither as
learning provided in academics nor by virtue of simply doing the job with full honesty and versatility. It has to be created and developed by imparting the training.
• Training Plan and Calendar: Nothing can be achieved if not properly planned and executed. Every organization should prepare a training plan,allocate resources as per the plan and maintain a calendar for its implementation and monitoring.
Capacity Building – Proposed KPIs
No comments:
Post a Comment