Purpose – Australian public sector organisations are faced with their greatest challenge in decades, as public sector reforms essentially re‐examine the role of the State in the economy. These changes have led to a shift away from a traditional administrative approach of public sector...

Purpose – The purpose of this paper is to use the New Zealand electricity industry as a case study to describe and understand the importance of collaborative relationships in coping with the changes faced by sectors of the industry over the last two decades. Design/methodology/approach – A...

Presents a “detailed” account of an innovative way of serving the internal and external customer in an Australian Quality Award winning public sector service industry – South East Queensland Electricity Board (SEQEB). Presenting the principles of customer service in SEQEB, lists the six...

Companies are responding to the deeper structural changes taking place in the underlying system of commercial competition by becoming agile. Companies are fragmenting into key specialised business units that not only specialise in providing core functions, but have the expertise and skill to...

Quality problems in the service organization are the result of the mismatch between prior expectation and perceived quality of the service. Each organization will attempt to determine the requirements of its customers and translate these requirements into product and delivery process...

Herein a cost minimization model with fuzzy multiple goals to determine available alternatives, which will economically enhance the quality of electricity within high‐tech industries is developed. The proposed model focuses on the worsening phenomenon of the quality of electricity within...

The aim of this paper is to evaluate whether the UK regional electricity companies (RECs) has used total quality management (TQM) as a “push” or as a “pull” change methodology. “Push” is the operational improvement role of TQM; “pull” is the strategic or direction giving,...

The aim of the paper is to review the internal communication process of an electrical utility organisation and propose a template for improving communications centred on learning organisation principles. It also looks at the contribution which good internal communications make to the development...

Purpose – The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the...

The results of a study of the reliability of the Los Alamos National Laboratory electrical system are discussed and an assessment of the risk arising from power interruptions is made. The study was intended to provide a current status of the system and to rank modifications to improve the...