Customer Complaints and Service Quality in the Northern Electricity Distribution Company
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Date
2021-12
Authors
Ghanem, Adulmajeed
Tayel, Renad
Aabed, Ibrahim
Nasif, Sabeeh
Thaher, Yousuf
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Abstract
This study aimed to identify the impact of implementing Total Quality Management in the Sarra municipality customer area in Nablus city of an northern electricity distribution company, located in Palestine. Its dimensions represented in improving the general performance of the company, reducing the size of the problems facing the company, and customer satisfaction, which resulted in the achievement of enhancing the company's reputation and enhancing competitiveness. The study showed that the degree to which the Northern Electricity Distribution Company applied to the standards of Total quality management was somewhat high, and the company under study had paid attention to customer satisfaction through the continuous improvement of the management of production processes within the company, which resulted in reducing the size of the problems facing the company based on three management pillars: guidelines, processes, and routine.
The study relied on several tools: PDCA cycle - Pareto - Ishikawa – 5W1H - Standard Operating Procedure (SOP) -Control Chart.
The nature of this work is applied research, with a qualitative problem approach, characterized as exploratory, using case study as a technical procedure and with data collected between January and June of 2020.
Results: the performed methodology allowed a reduction of orders after deadline (OAD).
The research limitation is that the methodology was implemented only in a sector of the company.
The study found that the degree of implementation of the Northern Electricity Distribution Company in Total Quality Management was to some extent high due to several reasons. The company's management deals with Total quality on the basis that it is a strategic plan that the company must implement and consider that employees are the basis of the company's success and its most important source.