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Tenaga Nasional Berhad 48 Annual Report 2009President/CEO’s Review (Cont’d.)TNB’s Outage Management System (TOMS) alsoassists us to respond quickly to outages and isdoing much to improve communication betweencustomers, the TNB Contact Centre and technicalcrews. TOMS is also enabling improved dataanalysis, prudent and efficient asset managementand better projections of outage patterns, amongothers.The Mobile Field Force Automation (MFFA) forlow voltage supply restoration activities is a realtime mobile application that enables instantfeedback on what is happening onsite. It alsoupdates customers as to when supply will berestored via the TNB Careline. Following theimplementation of the pilot MFFA project in ShahAlam, the system is currently used in Selangor,Wilayah Persekutuan, Johor and Penang.As TNB places a high priority on delightingcustomers, it is important that we identifycustomer needs and expectations. To this end,we have implemented a structured data andinformation gathering programme to gaugecustomer feedback and complaints. Thisprogramme involves the use of platforms suchthe Customer Satisfaction Index (CSI) survey,feedback forms at Kedai Tenaga service outlets,and a survey via the CMC.TNB continues to engage in dialogues andmeetings with captains of industries, businessesand government agencies to gather feedback andperspectives on common issues. These high-leveldiscussions typically involve the President/CEOand allow us the opportunity to better understandcustomer needs while addressing issues ingreater depth.took up the offer which involved the PQ Walk-Through Audit, Ride-Through Test and a Full PQStudy. Our Corporate Account RelationshipEnhancement or CARE Programme is also helpingforge a closer two-way relationship betweenTNB and our corporate customers.SUPPLY RELIABILITY STRENGTHENEDTNB’s unwavering focus on operational excellencein our core electricity generation, transmissionand distribution activities is ensuring that wedeliver on our promise of a secure anduninterrupted power supply to our customers. InFY2009, we embarked on various initiatives tostrengthen the reliability of our supply.On the Generation front, the Division’s efforts toenhance operational efficiency saw TNBregistering an Equivalent Unplanned OutageFactor (EUOF) of 2.90% thereby surpassing the4% world class industrial benchmark EUOF forthe fourth year running. The Division also turnedin a Power Plant Equivalent Availability Factor of90.49% for FY2009.To date, all our power stations have received MSISO 9001 and MS ISO 14001 certification. Sixpower stations have received OHSAS 18001certification and several power stations havewon national awards from the Malaysian Societyfor Occupational Safety and Health (MSOSH).Responsible for improving transmission networkreliability, our Transmission Division’s effortsensure high system reliability, security of supplyas well as high system availability andimprovements to restoration time. The DivisionTNB’s top 1000 LPCs are managed via the PRIMEManagement Programme for our top 1,000customers in the country which involves ourexecutives personally making visits to LPCs toaddress their concerns and provide solutions. Theyear saw us offering our LPCs free Power Quality(PQ) Mitigation services by our official PQconsultant, TNB Energy Services. Some 78 LPCs