Application of Total Quality Management in Utility Sector A Case Study

Abstract

After the great successes of TQM in manufacturing sector it is now largely used in service sector. In our study we have made an attempt to apply tools and methodologies of TQM in a power distribution company in New Delhi. The main focus of our study is time taken in Attribute change process. The top issue faced by this organization is that the attribute change requests are not being resolved in desired time due to which company has to face various consequences like unsatisfied consumer, a dent in the brand image and on top of all penal charges from regulatory body. In our case study we took this problem as an opportunity and applied our knowledge to find the issues in process and tried to improve it. We used PDCA methodology for solving the issues and evolving recommendations to improve the process. At the end request which goes beyond 7 days has been decreased from 59% to 7% in Name change process and 55% to 11% in category change process. These results are confirmed through Hypothesis testing in Mini Tab.