Evaluation of organizational and technological aspects that affect service quality

The utilities are today turning their focus toward economy and profitability. This is the case in most countries even though the specific conditions are different. The purpose of this paper is to present a methodology for establishing strategic plans and enabling priority classification of actions to achieve the target values for the quality indices in the network of Egypt, while at the same time minimizing their economic impact. Supply quality is the result of a series of organizational and technological aspects, that influence it to different degrees. The procedure is based on identifying the aspects that influence the quality, collecting and classifying the information available for each aspect, determining the indices that act on (indices associated with availability of supply and also with product quality (wave quality)), then calculating the cost of associated actions. This provides the following information: the marginal cost of unit improvement of the factor, the volume of the investment required for obtaining a certain degree of improvement. Using this criterion enables globalization of the effects of various factors while minimizing their associated cost.