Improvements In A Large Public Electric Utility In South America
The company decided to develop and implement an improvement program. The main thrust was to propose strategies and alternatives for the implementation of a quality program.
Later on, the company declared the "Year of Quality", which kicked off the beginning of an improvement program focusing on providing better service and paying more attention to the customers. That same year, after several internal attempts on the part of the company to carry out such a program, executive management requested our assistance to evaluate the current situation and implement a Corporate Management System .
Policy Management
The purpose of Policy Management was to determine the company's priority areas in order to align resources towards customer satisfaction. The corporate vision, that is, the future the organization aspires to reach, had to be established first in order to develop the fundamental objectives. Besides describing the desired position, the vision helped define what had to be done to reach it.
Developing the vision demanded a sincere evaluation of the company's strengths and weaknesses, and a deep investigation of the needs of the customers and all the actors that impact the company's product or service This was a very revealing experience since the analysis of customer needs uncovered some requirements that became known for the first time.
To accomplish this it was necessary to involve all of management. The managers, from all departments, established four teams. One group was responsible for identifying the customers' requirements another, the corporate problems and business requirements, a third group designed strategies to implement the program throughout the organization and the last one analyzed information needs that allowed them to get control of the demands from clients and actors and the degree to which they were satisfied.
The conclusions arrived at by these teams were the basis for the Executive Committee to formulate the vision and, afterwards, to develop the Corporate Management System. This system was deployed and promoted at all levels of the organization in 1993 and is the management system being used today. Through the Corporate Management System the vision, long and short term plans were transformed into concrete actions; the role and responsibility of each member of the organization was clearly defined; a systematic and participatory process oriented towards corporate improvement was created.
Improvement Teams
The company's Corporate Management Process is supported by the knowledge and involvement of its human resources and team work. Fifteen internal instructors were trained and certified on the advanced Methodology for Continued Improvement, "Tools, Techniques and Methodology". The training strategy was to start training at the time the Priority Areas for the company were being established. Having these two activities in parallel enabled the company to have the key personnel trained on the tools and techniques for improvement, by the time corporate policy was ready to be functionally deployed.
This is why the company, through its own instructors, trained the rest of the organization and was ready to act when the Executive Committee deployed five of the ten Priority Areas identified through the Corporate Management System.
The Improvement Teams' efforts were supported by various clearly defined support structures, which were implemented based on our guidance. The purpose of these structures, endorsed by Executive Management, was to improve the company operations and satisfy the customers' expectations and valid requirements.
At the beginning of 1994 the company had twenty improvement teams that were assigned to work on specific problems, derived from the Priority Areas and deployed through the short term plans. These teams continue to work on improvement activities today.
Daily Management
With the goal of increasing the level of participation of employees in routine jobs, the company decided to implement "Daily Management" in 1994. This strategy resulted in the training and development of a pilot area, the Information Systems Group, in all the methods and techniques of Daily Management.
The training consisted of:
the methodology to select the most important process
the techniques to identify the needs of the customer: internal and external the method to establish responsibilities
and the development of indicators, targets and a follow-up system
The pilot also served as a means to transfer the technology of Daily Management to the company.
The company continues to train their employees on this methodology to accelerate the efforts that lead to the improvement of products and services by controlling and improving the critical business processes. At the same time, the program is being expanded to other areas of the organization. As more people become involved in monitoring and controlling their own activities, management is beginning to see improvement results in all areas of operation.
Managing Parner, Management Resources Inc.
Latest News
Single Source Introduces New Advanced Quote Management (AQM)(TM ... MarketWatch - All functions seamlessly integrate to the inherent back-office financials, inventory, purchasing and management reporting functionality of SM-Plus-meeting ... KANA Recognized by Leading Industry Publications for Innovation ... |
![]() RTE.ie | ECONOMIC REPORT Global manufacturing gauges collapse in November MarketWatch - ... of price pressures hit an all-time low, according to a survey of corporate purchasing managers released Monday by the Institute for Supply Management. ... Manufacturing index drops to 26-year low Manufacturing index at 26-year low Manufacturing hits 26-year low |
Gideon Technologies CEO To Give Unified Compliance Management ... MarketWatch - Unified Compliance Management simplifies this complex problem. "The combination of a holistic centralized view of the network, unified and continuous ... |
![]() WCBD | Price Tags on Partridges and Pear Trees: A Different CPI New York Times, United States - By Catherine Rampell For the last 24 years, PNC Wealth Management (or its predecessor, Provident Bank) has released this whimsical index, a measure of the ... Video: 12 Days of Christmas' Items Would Cost $86,609 '12 Days of Christmas' items would cost $86609 Twelve Days of Christmas would cost $21000 |
Reuters | AIG sells wealth management unit to Abu Dhabi group International Herald Tribune, France - NEW YORK: American International Group, the troubled insurance giant, said Monday that it had agreed to sell its wealth management provider AIG Private Bank ... AIG Sheds A Private Bank UPDATE 1-AIG to sell AIG Private Bank to UAE's Aabar AIG to Sell Private Bank to Aabar |
Lincoln Financial Group Announces New Senior Management Committee ... International Business Times, NY - She will also serve as amember of the firm's Senior Management Committee. Bettinger-Buckingham joins Lincoln Financial with more than 20 years ofexperience ... |
The Apogee Companies, a Leading Property Management Company ... MarketWatch - "These upcoming new deals will broaden our abilities to grow throughout the US" The Apogee Companies is a leader in property and real estate management with ... |
Research and Markets: Training Management Maturity Model: A ... MarketWatch - How effective is your current training management system? What do you need to do to improve it? Find out with this best practice model and set of assessment ... Research and Markets: Fundamentals of Quality Control and ... |
Tendenci(R) Online Management Software Helps Housing Authority of ... MarketWatch - Tendenci's rich content management system makes it simple to add and edit content on the HACLA Web site, which means the information stays current and the ... |
Research and Markets: Software as a Service Human Resource ... MarketWatch - Human resources management - or human capital management, to use the trendier term - was one of the first markets addressed by software-as-a-service (SaaS) ... |
Resources
-
AdWords | Google AdWords | 21 Ways to Maximize ROI by Andrew Goodman
Get the original Google AdWords handbook by Andrew Goodman. This 155-page e-book is packed with advanced tips to help you maximize your AdWords campaigns. Download and get free December 2005 update.
-
Reservation software for Hotels, Motels, Bed and breakfast
Reservation software for Hotels, Motels, Bed and breakfast
-
Restaurant Checklists: restaurant menu design, cafe training, business plans, restaurant marketing a
Full package of restaurant information including restaurant menu design, training, restaurant business plans, restaurant marketing and Management forms and templates
-
Castlemelody.com: Web design and creative design of graphics
Web design with content Management system for dynamic and flexible websites.
-
...MySoftwareTemplates.com high-quality Microsoft Word templates for Software
Development, Proposal
Write successful Proposals, White Papers, Case Studies with slick templates, checklist and forms.
-
Living Within Your Means - The Easy Way!
"
-
PARENTING TOOLS to design the family of your dreams! What does your dream family look like?
Powerful tools for parenting, anger Management, and creative blocks!
-
Productivity. Improve business productivity through work measurement and method study.
Set of resources to improve worker, workplace and office productivity. Learn to measure productivity, calculate a productivity index and construct a total factor productivity index. Resources include team productivity and employee productivity.
-
Construction Information Services - Construction Management
Construction Information Services include Construction Management ebooks - Construction Software - Articles - Firm directories - Forecasting and Trends of the building industry
-
Landlord Property Management Rental Guide
Looking to manage your own rental property? Use our beginners guide for landlords and rental property investors!

