Process Improvement Initiatives in a Newly Reformed Distribution Company

Abstract

After the formation of a distribution company (DISCOM), it takes a lot of initiatives to become a preferred provider of reliable and competitive power to people it serves and a favored company to work for. This work covers the initiatives taken by a DISCOM in different areas like O&M process improvement, commercial process improvement, and customer care process improvement to enhance all the related performances. Key challenges involving the initiatives are to deliver quality and cost effective electricity, ensure excellence in customer care, create a work environment that encourages teamwork & innovation. With the implementation of the initiatives, dramatic improvements in the performances in all the areas were observed which enabled the company to orient the core business operations with information systems and world-class practices for sustainable reforms