A framework for electricity utility service by QFD technique. Issue 1 (1st January 2013)

• Record Type: Journal Article
• Authors: Satapathy, Suchismita; Patel, S.K.; Mahapatra, Shiva Shankar; Biswas, Amitabha
• Is Part Of: International journal of services sciences. Volume 5:Issue 1(2013)
• Page Start: 58
• Page End: 73
• Publication Date: 2013-01-01
• Subjects: customer satisfaction -- quality function deployment -- QFD -- electric power system -- service quality; Service industries -- Research -- Periodicals; Operations research -- Periodicals; Management science -- Periodicals; 658.0072
• Languages: English
• ISSNs: 1753-1446

Abstract

The basic function of a modern electric power system is to satisfy the system load and energy requirements at the lowest possible cost, while maintaining an adequate degree of continuity and quality of supply. In addition, utilities are encountering increasing uncertainties in economic, political, societal and environmental constraints. This has resulted in a requirement for more extensive justification of new system facilities and more concentration on service system. A brief review of the typical operation of a utility system will demonstrate what a utility customer might reasonably expect in his electric service to identify and rank the system design requirements to improve services of utility.