Business Process: Fault Resolution at ECG

Electricity Company of Ghana (ECG) has made provision for reporting faults such as constant High or Low

Voltages, frequent Power Outages and any information that will improve power supply to an area, industrial

setup or individual homes. Over the past two (2) months, the residents of the Greater Kumasi Area in Ashanti

region has been experiencing unplanned power interruption

Existing Fault Resolution

1.Client call ECG Customer service contact

2.For English press 1, for Akan press 2, for Ga press 3, for Ewe, press 4 and Hausa press 5 (press the

chosen language after Hausa)

3.For Enquiries press 1, for complains, press 2

4.ECG customerservice person introduce he/her self and ask the client to introduce themselvesand client

report of disruption of Electricity supply to home/neighbourhood

5.Client is ask to provide ECG Pole reference number (M08120; A3/26)

6.Client is asked on which numbercan he/she be reached

7.Details of fault entered into faults Records and submitted to ECG Fault Officefor action

8.Client is askedto write fault reference number (e.g. 170228402) and to provide in any follow up call on

the fault.

9.Even though ECG Customer Charter states that faults reported shall be resolve within 24 hours, under

the existing process the client may have to wait 24-72 hoursbefore ECG resolve the fault.

10.On average, a client will have to make 5 follow up calls to customer services to find out the status of the

fault resolution. Any time a follow up call is made, the client will be told maintenance unit has been

informed

11.Currently, at the Fault unit, faults are resolve without reference to fault reference numbers and no records

of the time frame within which the fault was resolve. At the Fault unit, Faults Response Teams are made

up of three members (Driver, two Electricians)

In a recent survey of ECG customers on customer satisfaction with regards to ECG fault resolution, two

questions were asked ECG clients: how quickly they like to have their faults resolve and what they consider as

an acceptable wait for faults to be resolve. The survey revealed the following:

-25% of clients said they want their faults to be resolve within 1 hour

-50% want their faults resolve within 2 hours

-25% want their faults resolve within 3 hours

All customers agreed that a waiting time of 3 hours or more is unacceptable.

The ECGmanagement team wantsa solution that offers customer a seamless experience with as little hassle

and timewasted as possible.

Note:

If needed, you are free to make assumptions if (1) the assumptions do not conflict with anything in the text (2)

the assumptions are clearly stated and reasonable.

Required:

a)Given the information above, and making reasonable assumptions, model the current (AS IS)and

explain business processesat ECG Fault Office.[5marks]

b)What would the future state (AS TO BE) look like? Provide a new business process model, procedural

and structural changes at ECG Fault Unit.[12 marks]

c)Explain at least three benefits of the new redesigned process[3 marks]