Other Associated KPIs for Second Stage Implementation

Commercial Quality Standards
These KPIs deal with the quality of the relationship between a supplier and a user (customer). They are important to potential customers when they request information or ask to be connected to the network. Commercial transactions between a company and a customer may be classified as follows:

• Connection to the network – time frame;

• Price associated with the supply – tariff schedule;

• Customer query response – turn around time to pick up the phone call;

• Meter reading;

• Accuracy of estimated bills;

• Accuracy and timeliness of actual bills;

• Meter testing;

• Billing anomaly reduction and rectification; and

• Payment arrangement.

Commercial Quality Standards – Proposed KPIs

 
Consumer Interaction and Service Standards

These KPIs deal with the customer, internal business processes and change management. These are important to provide the desired services at predefined standards and to monitor the quality. These indicators also give insight about the consumer satisfaction level.

Consumer Interaction and Service Standards – Proposed KPIs

Voltage Quality Standards

The term voltage quality (or power quality) is an umbrella concept for a variety of disturbances in a power system. The quality of delivered electricity is difficult to define and quantify. The quality is mainly determined by the quality of the voltage waveform as it is impossible to control the currents drawn by customer loads. Voltage quality is not only the responsibility of the network operator but also, in certain respects, depends on producers and customers.Generally, voltage quality covers a range of factors including interruptions.

There are several technical standards for voltage quality criteria, but in the end the quality is directly and indirectly determined by the ability of customer equipment to perform properly. However customer awareness about power quality is highly subjective. A good definition of voltage quality shouldtherefore incorporate the impact of the (lack of) quality on the customer. In practice technical parameters like frequency, voltage level or harmonics are used to indicate the voltage quality. Although definitions are not fully consistent in standards, the most relevant quality phenomena are the same.

For power systems these phenomena are:

• Frequency variations;

• Fluctuations of voltage magnitude;

• Short-duration voltage variations (dips, swells and short interruptions);

• Long-duration voltage variations (over- or under-voltages);

• Transients (temporarily transient over voltages);

• Unbalance; and

• Interruptions.

Importance of Voltage Quality

The voltage quality has a growing economic impact on the customer and the network operators. The costs associated with “lack of quality” can be large,especially for industrial customers.Usually voltage quality is considered at the customer’s connection point. However, the reasons for the growing importance of voltage quality lie not within the power system itself but are closely related to the developments in customers’ equipment. Some important examples are:

• customer equipment contains more microprocessor controls and power electronic devices which can be sensitive to variations in voltage quality;

• the growing importance of higher energy efficiency has led to an increase in the number of adjustable motor drives and shunt capacitors which generate harmonics on the power system;

• processes and equipment have become more interconnected and interrelated which can make them more vulnerable to failure of one
component;
 

• customers are becoming more aware about the issue of voltage quality and becoming more demanding in that respect.

Utilities want to meet customer demands and expectations. With the introduction of competition between them it is important for a utility to maintain its customers’ confidence. Where the financial consequences of solving voltage quality problems affect the economic position of the network operator,voltage quality becomes an issue for the regulator.

Voltage Quality Standards – Proposed KPIs

 

Finance and Accounting
Every business is done to earn some profit and it is the underline concept.The major tasks is to maintain the finances effectively to meet the future requirement, to earn profit and to incur the cost prudently. It also provides a trigger whenever any expense goes out of gear. These are expressed in ratios, expenses per unit of output etc.

Finance and Accounting – Proposed KPIs

Human Resources
It is the responsibility of management to have the lean, efficient, customer friendly organization which strives for catering to diversified need of all the stakeholders. The productivity should be measured with respect to each employee and it should be benchmarked with respect to past performance and with the industry best.

Human Resources – Proposed KPIs