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  • BSES F

    Transféré par

    Satvik Manaktala
    90 vues15 pages
    The document is a gap analysis report for the marketing of services of two power distribution companies - BYPL and BRPL - in Delhi. It identifies gaps such as a difficult process for getting new connections, unsafe infrastructure, unreliable power supply and billing issues. It then outlines the steps taken to address these issues, including process reengineering, metering upgrades, improved customer care and commercial practices. Finally, it recommends organizational restructuring to promote efficiency, bring in new talent, reduce costs and shift to a more customer-centric approach with new technology enabling better customer engagement and a change in the customer-supplier relationship.

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    Services offered

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    BSES f

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    The document is a gap analysis report for the marketing of services of two power distribution companies - BYPL and BRPL - in Delhi. It identifies gaps such as a difficult process for getting new connections, unsafe infrastructure, unreliable power supply and billing issues. It then outlines the steps taken to address these issues, including process reengineering, metering upgrades, improved customer care and commercial practices. Finally, it recommends organizational restructuring to promote efficiency, bring in new talent, reduce costs and shift to a more customer-centric approach with new technology enabling better customer engagement and a change in the customer-supplier relationship.

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    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PPTX, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    90 vues15 pages

    BSES F

    Transféré par

    Satvik Manaktala
    The document is a gap analysis report for the marketing of services of two power distribution companies - BYPL and BRPL - in Delhi. It identifies gaps such as a difficult process for getting new connections, unsafe infrastructure, unreliable power supply and billing issues. It then outlines the steps taken to address these issues, including process reengineering, metering upgrades, improved customer care and commercial practices. Finally, it recommends organizational restructuring to promote efficiency, bring in new talent, reduce costs and shift to a more customer-centric approach with new technology enabling better customer engagement and a change in the customer-supplier relationship.

    Droits d'auteur :

    Attribution Non-Commercial (BY-NC)
    Téléchargez comme PPTX, PDF, TXT ou lisez en ligne sur Scribd
    Signaler comme contenu inapproprié
    sur 15

    Gap Analysis

    30 August 2013

    Gap Analysis
    Prepared by Group 2 for Marketing of Services

    Company Profile
    Privatisation and unbundling of the Delhi Vidyut Board in July 2002, the business of power distribution was transferred -BSES Yamuna Power Limited (BYPL)

    -BSES Rajdhani Power Limited (BRPL).


    They distribute electricity to 32 lakh customers in two thirds of Delhi. The Company acquired assets, liabilities, proceedings and personnel of the Delhi Vidyut Board.

    Difficult and tedious procedure to get connected

    Unsafe and dilapidated infrastructure

    Unreliable electricity quality and availability


    5

    Wrong and unreliable billing

    Lack of customer grievance redressal mechanism

    Street Lamps were switched manually


    6

    Steps taken
    Process Re-engineered 1. Technical Intervention - New grid stations. - Upgrading Power Transformers - Enhancing EHV Capacities - Safe loading of Distribution Transformer.

    2. Metering - Grid metering/DT metering. - Downloadable electric meter. - Intensive Enforcement. - Energy Audit

    3. Customer Care - CCC Increase accessibility - Robust Billing Practices. - Multiple Payment Options - Web based initiative

    4. Commercial Practices - New connection camps - Electrification schemes - Settlement of legal cases - AMR installations

    Organisational Restructuring/Changes
    Lean Organization Promote efficiency Bringing in new talent Reduce employee cost Rationalize Manpower Requirement Reduce age profile of the organization

    Organisational Restructuring/Changes Lean Organization Promote efficiency Bringing in new talent Reduce employee cost Rationalize Manpower Requirement Reduce age profile of the organization

    11

    Little interaction with customers beyond billing and service matters

    Shift from generalist to customer centric

    New technology can enable better customer engagement

    Communication is key
    12

    Little interaction with customers beyond billing and service matters

    Shift from generalist to customer centric

    New technology can enable better customer engagement

    Communication is key
    13

    Most important for electric utilities is to have more direct interactions with customers

    Change of relationship between the customer and the supplier

    To replace electricity as a commodity with electricity as a service

    Mainstream approach across geographies


    14

    THANK YOU

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