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Improvements In A Large Public Electric Utility In South America
The company decided to develop and implement an improvement program. The main thrust was to propose strategies and alternatives for the implementation of a quality program. Later on, the company declared the "Year of Quality", which kicked off the beginning of an improvement program focusing on providing better service and paying more attention to the customers. That same year, after several internal attempts on the part of the company to carry out such a program, executive management requested our assistance to evaluate the current situation and implement a Corporate Management System . Policy Management The purpose of Policy Management was to determine the company's priority areas in order to align resources towards customer satisfaction. The corporate vision, that is, the future the organization aspires to reach, had to be established first in order to develop the fundamental objectives. Besides describing the desired position, the vision helped define what had to be done to reach it. Developing the vision demanded a sincere evaluation of the company's strengths and weaknesses, and a deep investigation of the needs of the customers and all the actors that impact the company's product or serviceThis was a very revealing experience since the analysis of customer needs uncovered some requirements that became known for the first time. To accomplish this it was necessary to involve all of management. The managers, from all departments, established four teams. One group was responsible for identifying the customers' requirementsanother, the corporate problems and business requirements,a third group designed strategies to implement the program throughout the organizationand the last one analyzed information needs that allowed them to get control of the demands from clients and actors and the degree to which they were satisfied. The conclusions arrived at by these teams were the basis for the Executive Committee to formulate the vision and, afterwards, to develop the Corporate Management System. This system was deployed and promoted at all levels of the organization in 1993 and is the management system being used today. Through the Corporate Management System the vision, long and short term plans were transformed into concrete actions; the role and responsibility of each member of the organization was clearly defined; a systematic and participatory process oriented towards corporate improvement was created. Improvement Teams The company's Corporate Management Process is supported by the knowledge and involvement of its human resources and team work. Fifteen internal instructors were trained and certified on the advanced Methodology for Continued Improvement, "Tools, Techniques and Methodology". The training strategy was to start training at the time the Priority Areas for the company were being established. Having these two activities in parallel enabled the company to have the key personnel trained on the tools and techniques for improvement, by the time corporate policy was ready to be functionally deployed. This is why the company, through its own instructors, trained the rest of the organization and was ready to act when the Executive Committee deployed five of the ten Priority Areas identified through the Corporate Management System. The Improvement Teams' efforts were supported by various clearly defined support structures, which were implemented based on our guidance. The purpose of these structures, endorsed by Executive Management, was to improve the company operations and satisfy the customers' expectations and valid requirements. At the beginning of 1994 the company had twenty improvement teams that were assigned to work on specific problems, derived from the Priority Areas and deployed through the short term plans. These teams continue to work on improvement activities today. Daily Management With the goal of increasing the level of participation of employees in routine jobs, the company decided to implement "Daily Management" in 1994. This strategy resulted in the training and development of a pilot area, the Information Systems Group, in all the methods and techniques of Daily Management. The training consisted of: the methodology to select the most important process the techniques to identify the needs of the customer: internal and external the method to establish responsibilities and the development of indicators, targets and a follow-up system The pilot also served as a means to transfer the technology of Daily Management to the company. The company continues to train their employees on this methodology to accelerate the efforts that lead to the improvement of products and services by controlling and improving the critical business processes. At the same time, the program is being expanded to other areas of the organization. As more people become involved in monitoring and controlling their own activities, management is beginning to see improvement results in all areas of operation. Managing Parner, Management Resources Inc.
Latest News:Site: Yahoo! News Search Results for news UAL shares walloped by new posting of old news (Reuters via Yahoo! News) A nearly 6-year-old news story on the 2002 bankruptcy filing of UAL Corp resurfaced on the Internet on Monday, clobbering the airline's shares as some traders mistook the report as current and plausible news. ABC News hammering out Palin interview plans (Reuters via Yahoo! News) ABC News is spending more time trying to assemble the logistics of its exclusive interview with Republican vice presidential candidate Sarah Palin than it did negotiating with the McCain campaign itself. ABC News campaigning in all 50 states (Reuters via Yahoo! News) ABC News will be hitting the road -- and the rails -- for a whirlwind tour of all 50 states before the November election. Game news: 'GTA IV' hits 10 million, EA meets ESPN (AP via Yahoo! News) Real news from the virtual world: Google News snafu leads to airline stock plunge (CNET) After an investor news wire service mistakenly highlights a 6-year-old news story (allegedly sans time stamp) about United Airlines filing for bankruptcy, shares of the carrier tank. Tacoma's News Tribune offers buyouts to 189 staff (AP via Yahoo! Finance) The News Tribune on Monday offered voluntary buyout deals to 189 of its 350 full-time staffers although the publisher said the newspaper doesn't intend to accept anywhere near that number as it works to bring its expenses in line with reduced advertising income. 2002's News, Yesterday's Sell-Off (Washington Post) A six-year-old article mistakenly seen by Bloomberg financial news users yesterday reported the bankruptcy of United Airlines and triggered a massive sell-off that nearly obliterated the company's stock in a matter of minutes. Kenyans React to American Political News (NPR) The United States and much of the world have been transfixed by the current presidential race. Farai Chideya crosses to Barack Obama's father's homeland, Kenya, to get insight into how political news is being received. She's joined by radio reporter Michael Kaloki. United Airlines shares nosedive on old news (BBC News) United Airlines shares nosedive after an old news story about its 2002 bankruptcy battle resurfaces. Column: 'Daily Show' Is One Of Few Fair And Balanced TV News Shows (CBS News) I have this silly little habit of watching the Fox News Channel when I'm bored or in some weird self-loathing state of mind. So for the Republican National Convention, I thought it appropriate to bathe in their conservative credibility instead of the CNN/Barack Obama PDA I witnessed the week before. Site: news - Google News Palm Shares Soar As New Smartphone Wins Wall Street Praise - CNNMoney.com
MORE RESOURCES: Site: Yahoo! News Search Results for management Unisys Wins Email-Management Deal From UK Police Force (Computer Business Online via Yahoo! UK & Ireland News) Unisys' UK subsidiary has been awarded a three-year outsourcing contract from North Wales Police to provide email management services. CA Offers Compliance-Management for Utilities Sector (Computer Business Online via Yahoo! UK & Ireland News) CA has launched a risk and compliance management offering for power and utility providers. Vodafone Restructures and Shuffles Management (Computer Business Online via Yahoo! UK & Ireland News) UK mobile network operator Vodafone has announced a series of changes to its management and organization including the split of its emerging markets business into two divisions. Enterprise Asset Management Market to Grow 6.5% Over Next 5 Years (Industry Week) Sept. 12, 2008 -- The worldwide market for Enterprise Asset Management (EAM/CMMS) is expected to grow at a compounded annual growth rate (CAGR) of 6.5% over the next five years, according to a new ARC Advisory Group study. Selfridges rolls out complaint management software (Computing.co.uk) Angelica Mari, Computing , Thursday 11 September 2008 at 16:11:00 Feedback system aims to help maintain service levels Retail chain Selfridges is using feedback management software to build customer loyalty and maintain service standards. The company hopes that the new system will help it identify the root cause... Industry releases content-management interop spec (ZDNet Asia) Microsoft, IBM, Oracle, SAP, EMC, Alfresco and OpenText have released the first draft of their Content Management Interoperability Services specification. Compare your salary Use the IT salary benchmark wizard and know the average salary differences between different job functions. Join activeTechPros. http://www.activetechpros.com Compli And Environmental And Occupational Risk Management (EORM) Announce Partnership To Provide EH&S Compliance ... (SafetyOnline) As part of Compli's continuing effort to provide compliance protection to auto dealerships, Compli and EORM (Environmental and Occupational Risk Management) of San Jose, California, have formed an alliance to provide top-tier Environmental, Health and Safety (EH&S) information and content to dealers through Compli's Dealership Compliance Management System (DCMS) POWER: Lighting management IC drives up to eight LEDs in series (Embedded Systems Programming Magazine) Phoenix, Ariz. ? ON Semiconductor has introduced the NCP5890, a lighting management device that integrates LCD backlighting, fun light controls and ambient light sensing in a 3 x 3 x 0.55-mm uQFN-16 package. The NCP5890 targets compact smart phone and portable media player applications. Union Bank - Edelweiss JV for wealth management service (Business Standard India) Union Bank of India (UBI) in tie up with Edelweiss Securities has launched wealth management services ti tits high networth clients in Mumbai. RedPrairie Enhances Internationalized Shipment Capabilities In Transportation Management System (TMS) (Logistics) RedPrairie Corporation, a world leading consumer driven optimization company, announced today a host of new features in its updated transportation management (TMS) release - built especially for international users. Site: management - Google News PRACTICE MANAGEMENT: What Brokers Should Know Before They Go - CNNMoney.com
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