Assessment of Service Agility in Power Distribution Company

Abstract

Power Distribution Company (DISCOM)s are basically engaged in providing electricity to power the various customer needs of the people in its area of operation. The availability of quality power free from voltage sags, voltage swells, dips etc. without any interruption contributes to customer delight in the sector. Unfortunately, the network constraints brought in by overhead, bare conductors to convey power from generating stations to transmission Sub-stations and from there to the end consumers is a serious cause for outages to customers and create dissatisfaction among them. This paper attempts to develop assessment framework of service agility for a case DISCOM in India using multi-grade fuzzy approach. The service agility attributes are identified and classified using Importance Performance analysis (IPA). This assessment framework may helps managers of DISCOM for understanding their current service agility level and focus on the weaker attributes to enhance their service performance. This assessment framework can help DISCOM's managers to understand their current level of service agility and focus to improve their service performance.