Quality management-a case study

In this paper, the author shows the practical and measurable improvements in the service of electric utility customers achieved through the application of the total quality management initiated at his departmental level. In response to consumers' needs the department reorganises itself, simplifies procedures and forms, offers needed training to its personnel and cooperates with others to find ways to overcome problems beyond its sphere of influence. All this is carried out while the department is performing its daily routine work which, as a result of the new thought, is marked by continuous improvements in its performance indicators.<>