Customer Management System

There are tons of systems out there trying to improve business processes of utility companies in general or electric companies in specific.

The key is still doing the re-engineering process well and the application system will just a tool to follow the processes. I put some of my thoughts about Electric Management System in this blog. Feel free to read and comment.

Tuesday, September 04, 2007

Organization Aspects in Utility Company

The organizational structure of each company should be created in accordance with the resources that have already been assigned to the commercial areas for realization of the basic commercial processes with the goal to obtain the satisfactory results. These satisfactory results are:
- to the clients – providing high quality level of services
- to the own company – obtain good economic (financial) results
- to the own personnel – through motivation.

Organizational strategy should be developed in consideration of these three elements (client, company, personnel) to satisfy the expectation for each of them.

Orientation to the clients

The whole organization of company should be created with the client in mind and this aspect should follow in the company’s organizational development. The organizational strategy should be oriented towards obtaining a good reaction from the client and to present the best image of the company.
The company should develop these processes which allow it to satisfy the client’s needs using the different possibilities available in the market and adhere to the high quality of these processes during implementation.
Also, based on information gathered from the client, it may be necessary to adjust or modify the commercial procedures to improve the quality of services provided.

Orientation to the results

It is true that the company cannot exist without its clients. On the other hand, it is also true that the company’s resources to realize its activities are limited. Priority should be to satisfy the clients but it is necessary to study the financial costs and gains of these activities. It is not possible to spend resources without obtaining good financial results.

A process should be established to permit management to identify and evaluate the participation of each organizational unit in the fulfillment of these goals. These organizational units should participate and be responsible for accomplishing the results set by the company. Similarly, it is necessary to do this each position in the organizational units. A balance should exist between the results which the person/position must obtain and the resources that are assigned to it.

Orientation to the processes

The company’s resources should concentrate on the basics – key processes in commercial area which generate high added value. On other side, it is necessary to eliminate processes which do not generate any added value and processes which produce only losses.
Basic commercial processes should be defined. The inputs, outputs, responsibilities and activities within in each process should be made clear. If it is possible, some criteria for measuring and evaluating the costs of different activities and the financial gains should be established.

1 comment:

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