annual report - Tenaga Nasional Berhad

D i s t r i b u t i o n D i v i s i o n h a sembarked on 5S programmeas part of its continuous qualityinitiatives and has achieved somemajor achievements throughoutthe states. The DistributionDivision HQ received its 5Scertification on 24 July 2008 andall states offices received their5S certification by August 2008.Summary Of OperationsCommercial Package whichassist LPCs looking for financingto mitigate PQ problems at theirfactory site.Besides that, PQ Seminars arebeing organised to continuouslyupdate our customers on thelatest development on PQ.We have also launched a PQGuidebook which is distributedto PRIME Customers for theirreference. PQ training forall LPCs, consultants andcontractors associations suchas FMM, ACEM & TEEAM isalso being planned. PQMS (PQMonitoring System) meanwhileidentify real time power qualityincidents on the system andthe information are accessibleby Distribution nationwide toallow for remedial action as andwhen it is required. All theseinitiatives to improve the qualityof supply are in line with thegovernment agencies throughMIDA/MITI to attract more hightech industries to Malaysia wherePQ is a critical issue to some ofthe manufacturing processes.Quality Management AndInitiativesAnugerah Kualiti Presiden (AKP)The AKP assessment is conductedonce every two years to inculcatea ”Business Excellence” culturethroughout the Division. The AKPassessment, is modeled after theMalcolm Baldridge framework toraise our quality standards andbusiness performance. The Divisionhas also initiated a ”DistributionLeague Table” Award to promoteinternal benchmarking amongst its13 state operations.In the effort to improve employees’performance, the Division has alsoencouraged Work ImprovementTeam – Innovative Creative Circle(WIT-ICC) – programmes duringthe 2007/2008 Financial Year. Thisincludes eight (8) sessions of WIT-ICC Management Presentationswhich were organised at statelevel in the Division; one (1) WIT-ICC session for ManagementPresentations was organised atDivisional level during which27 WIT-ICC with high potentialfor standardisation projects waspresented. By the end of thefinancial year, four (4) projectsfrom last year’s ManagementPresentations were approved forstandardisation throughout TNB.Ordinary Power Customers(OPCs) constitute the majority ofour almost 6.9 million customerswhich are mainly Malaysianhouseholds. Large PowerCustomers (LPCs), while small innumber, account for almost 80%of the total sales of electricity inthe country. LPCs are also furthercategorised into the commercialand industrial categories, withthe industrial customers beingfurther classified into differentindustries. The direct undertakingfor the customers’ needs andexpectations fall within thejurisdiction of DistributionDivision.Delighting customers is a keypriority in TNB. Hence it isimperative for TNB to identifythese needs and expectationsthrough a structured and focuseddata and information gatheringexercise. Feedbacks fromcustomers are obtained througha combination of a structuredCustomer Satisfaction Index(CSI) survey, feedback formsavailable at TNB retail outlets– the Kedai Tenaga and surveydone through TNB Careline15454 (Call ManagementCentre). CSI survey has beenconducted for the past ten yearsby an international independentcompany to provide feedbackon TNB’s service level and alsoareas for improvement.[ Tenaga Nasional Berhad ] [ Annual Report 2008 ]65