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 customer service person introduce he/her self and ask the client to introduce themselves

lient 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 number can he/she be reached

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

8. Client is asked to 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 hours before 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)

A recent survey of ECG customers on customer satisfaction with regards to ECG fault resolution. In the survey,

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 ECG management team wants a solution that offers customer a seamless experience with as little hassle

and wasted time 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) business

processes at ECG Fault Office.

[6 marks]

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.

[10 marks]

c) Explain at least three benefits of the new redesigned process