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    Action Plan 2016 (TE) Customer

    Uploaded by

    Sudipta Chatterjee
    This document provides performance scorecard data for household power and street lighting services from 2013-2016. In 2013, household power received an overall eQ Index score of 85 and street lighting received a score of 92. It also lists various attributes assessed for each service and their performance scores from 2013-2016, such as regularity of power supply, adequacy of street lighting, and complaint handling speed.

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    Action Plan 2016 (TE) Customer

    Uploaded by

    Sudipta Chatterjee
    21 views2 pages
    This document provides performance scorecard data for household power and street lighting services from 2013-2016. In 2013, household power received an overall eQ Index score of 85 and street lighting received a score of 92. It also lists various attributes assessed for each service and their performance scores from 2013-2016, such as regularity of power supply, adequacy of street lighting, and complaint handling speed.

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    action plan

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    Action Plan 2016 (TE)Customer

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    This document provides performance scorecard data for household power and street lighting services from 2013-2016. In 2013, household power received an overall eQ Index score of 85 and street lighting received a score of 92. It also lists various attributes assessed for each service and their performance scores from 2013-2016, such as regularity of power supply, adequacy of street lighting, and complaint handling speed.

    Copyright:

    © All Rights Reserved
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    21 views2 pages

    Action Plan 2016 (TE) Customer

    Uploaded by

    Sudipta Chatterjee
    This document provides performance scorecard data for household power and street lighting services from 2013-2016. In 2013, household power received an overall eQ Index score of 85 and street lighting received a score of 92. It also lists various attributes assessed for each service and their performance scores from 2013-2016, such as regularity of power supply, adequacy of street lighting, and complaint handling speed.

    Copyright:

    © All Rights Reserved
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    of 2

    Year 2013

    eQ Index Overall 85
    Performance S
    Services
    Boxe
    House hold Power 97
    Street Lighting 92

    Household Power - Performance Score (2016) 90


    Performanc
    Attributes
    2013
    Ability to handle emergencies like electric shock etc 95
    Affordability (Tariff charges) 90
    Complaint Handling (Speed) 94
    Correctness of meter readings 97
    Customer Orientation (Behavior of contractor/staff) 93
    Frequency of meter readings 93
    Maintenance of wiring, switches and other 99
    Quality of power in terms of ampearge, voltage etc 99
    Quality of Repair & Maintenance Jobs 95
    Regularity of powersupply in terms of uninterrupted availability 98
    Repeat Complaints - Of repetitive nature 98

    Street Light - Performance Score (2016) 89


    Performanc
    Attributes
    2013
    Adequacy of street lighting 90
    Brightness of street lights 90
    Interruption/Break-down to street light power 91
    On time switching on/off of street lights 95
    Street lights are in working condition 94
    2014 2015 2016
    84 84 83
    Performance Scores (Top 2
    Boxes)
    97 95 90
    94 95 89

    e Score (2016) 90
    Performance Score
    KANO Attributes 2016
    2014 2015 2016
    95 91 92 Hygeine Factor
    96 94 76 Excitement Factor
    96 97 92 Hygeine Factor
    98 97 92 Low Yield
    94 85 83 Excitement Factor
    98 98 94 Excitement Factor
    99 94 75 Low Yield
    99 98 93 Key Driver
    96 96 97 Excitement Factor
    98 99 93 Hygeine Factor
    91 97 80 Hygeine Factor

    core (2016) 89
    Performance Score
    KANO Attributes 2016
    2014 2015 2016
    95 95 89 Key Driver
    89 92 88 Low Yield
    94 95 90 Low Yield
    96 96 89 Hygeine Factor
    95 95 88 Key Driver

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