Saudi Consolidated Electric Co. in Eastern Province (SCECO-EAST) is the largest electricity utility in the country with a generation capacity of 7,200 megawatts (MW) and 6,600 strong workforce. SCECO-EAST introduced TQM to improve and increase customer service and satisfaction through providing a quick response to customers' needs at minimum cost. The company prepared a TQM programme in three implementation phases: 1. Pilot programme run in operation area/business line for one year and set-up 24...
BPIR Categories9.3.4 Create & deploy teams
14.3.3 Implement an org-wide continuous improvemnt program
6.4.1 Improve process/service performance