Title :
Quality management-a case study
Author :
Sardos, Panayiotis A.
Author_Institution :
Electricity Authority of Cyprus, Nicosia, Cyprus
Abstract :
In this paper, the author shows the practical and measurable improvements in the service of electric utility customers achieved through the application of the total quality management initiated at his departmental level. In response to consumers´ needs the department reorganises itself, simplifies procedures and forms, offers needed training to its personnel and cooperates with others to find ways to overcome problems beyond its sphere of influence. All this is carried out while the department is performing its daily routine work which, as a result of the new thought, is marked by continuous improvements in its performance indicators
Keywords :
electricity supply industry; human resource management; personnel; quality control; training; Cyprus; case study; customers; departmental level; electric utility; performance indicators; personnel; total quality management; training; Computer aided software engineering; Concrete; Continuous improvement; Electric variables measurement; Management training; Personnel; Power engineering and energy; Quality management; Seminars; Total quality management;
Conference_Titel :
Engineering Management Conference, 1994. 'Management in Transition: Engineering a Changing World', Proceedings of the 1994 IEEE International
Conference_Location :
Dayton North, OH
Print_ISBN :
0-7803-1955-9
DOI :
10.1109/IEMC.1994.379954
