The purpose of this study was to apply statistical quality control (SQC) techniques and tools to assess the customer’s experience of quality as offered by Kenya Power Ltd. It also seeks to determine whether or not the services of the company were in statistical control. The study was designed as a descriptive survey. The population consisted of 65,830 customers within Nakuru town and its environs from which four hundred customers were sampled. The sample population was stratified so that 286 were domestic consumers while the remaining 114 were non-domestic consumers. Stratified random sampling was used. The collected data was coded and summarized in the form of tables and entered into the SPSS program. Customers’ experiences were obtained and used to draw control charts, which were analyzed. It was found that the customers’ experience of service as regards the restoration of supply after unplanned interruptions was not in statistical control for both domestic and non-domestic consumers. These results are an indictment of the qualities of service of Kenya Power. The implication for the managers of service processes at Kenya Power is that they must ensure optimal service quality in the firm. In particular, urgent steps must be taken to identify the root cause or causes of special variation that result in service invariability and instability. We strongly advocate for the intensified use of statistical quality control tools in the utility services sector and particularly at Kenya Power, as a means of monitoring the production and service quality, and enabling the firm to take timely and appropriate action to correct undesirable deviation in production quality.
| DOI | 10.11648/j.ijefm.20150303.16 |
| Published in | International Journal of Economics, Finance and Management Sciences (Volume 3, Issue 3, June 2015) |
| Page(s) | 194-203 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2024. Published by Science Publishing Group |
Statistical Quality Control, Control Charts, Quality of Service, Utility Services
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APA Style
George Yogo Odongo, Christopher Ngacho. (2015). An Assessment of the Quality of Services of Kenya Power (KP) Ltd in Restoring Supply After Unplanned Interruptions Using Statistical Quality Control. International Journal of Economics, Finance and Management Sciences, 3(3), 194-203. https://doi.org/10.11648/j.ijefm.20150303.16
ACS Style
George Yogo Odongo; Christopher Ngacho. An Assessment of the Quality of Services of Kenya Power (KP) Ltd in Restoring Supply After Unplanned Interruptions Using Statistical Quality Control. Int. J. Econ. Finance Manag. Sci. 2015, 3(3), 194-203. doi: 10.11648/j.ijefm.20150303.16
AMA Style
George Yogo Odongo, Christopher Ngacho. An Assessment of the Quality of Services of Kenya Power (KP) Ltd in Restoring Supply After Unplanned Interruptions Using Statistical Quality Control. Int J Econ Finance Manag Sci. 2015;3(3):194-203. doi: 10.11648/j.ijefm.20150303.16
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Download@article{10.11648/j.ijefm.20150303.16,
author = {George Yogo Odongo and Christopher Ngacho},
title = {An Assessment of the Quality of Services of Kenya Power (KP) Ltd in Restoring Supply After Unplanned Interruptions Using Statistical Quality Control},
journal = {International Journal of Economics, Finance and Management Sciences},
volume = {3},
number = {3},
pages = {194-203},
doi = {10.11648/j.ijefm.20150303.16},
url = {https://doi.org/10.11648/j.ijefm.20150303.16},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijefm.20150303.16},
abstract = {The purpose of this study was to apply statistical quality control (SQC) techniques and tools to assess the customer’s experience of quality as offered by Kenya Power Ltd. It also seeks to determine whether or not the services of the company were in statistical control. The study was designed as a descriptive survey. The population consisted of 65,830 customers within Nakuru town and its environs from which four hundred customers were sampled. The sample population was stratified so that 286 were domestic consumers while the remaining 114 were non-domestic consumers. Stratified random sampling was used. The collected data was coded and summarized in the form of tables and entered into the SPSS program. Customers’ experiences were obtained and used to draw control charts, which were analyzed. It was found that the customers’ experience of service as regards the restoration of supply after unplanned interruptions was not in statistical control for both domestic and non-domestic consumers. These results are an indictment of the qualities of service of Kenya Power. The implication for the managers of service processes at Kenya Power is that they must ensure optimal service quality in the firm. In particular, urgent steps must be taken to identify the root cause or causes of special variation that result in service invariability and instability. We strongly advocate for the intensified use of statistical quality control tools in the utility services sector and particularly at Kenya Power, as a means of monitoring the production and service quality, and enabling the firm to take timely and appropriate action to correct undesirable deviation in production quality.},
year = {2015}
}
TY - JOUR T1 - An Assessment of the Quality of Services of Kenya Power (KP) Ltd in Restoring Supply After Unplanned Interruptions Using Statistical Quality Control AU - George Yogo Odongo AU - Christopher Ngacho Y1 - 2015/04/24 PY - 2015 N1 - https://doi.org/10.11648/j.ijefm.20150303.16 DO - 10.11648/j.ijefm.20150303.16 T2 - International Journal of Economics, Finance and Management Sciences JF - International Journal of Economics, Finance and Management Sciences JO - International Journal of Economics, Finance and Management Sciences SP - 194 EP - 203 PB - Science Publishing Group SN - 2326-9561 UR - https://doi.org/10.11648/j.ijefm.20150303.16 AB - The purpose of this study was to apply statistical quality control (SQC) techniques and tools to assess the customer’s experience of quality as offered by Kenya Power Ltd. It also seeks to determine whether or not the services of the company were in statistical control. The study was designed as a descriptive survey. The population consisted of 65,830 customers within Nakuru town and its environs from which four hundred customers were sampled. The sample population was stratified so that 286 were domestic consumers while the remaining 114 were non-domestic consumers. Stratified random sampling was used. The collected data was coded and summarized in the form of tables and entered into the SPSS program. Customers’ experiences were obtained and used to draw control charts, which were analyzed. It was found that the customers’ experience of service as regards the restoration of supply after unplanned interruptions was not in statistical control for both domestic and non-domestic consumers. These results are an indictment of the qualities of service of Kenya Power. The implication for the managers of service processes at Kenya Power is that they must ensure optimal service quality in the firm. In particular, urgent steps must be taken to identify the root cause or causes of special variation that result in service invariability and instability. We strongly advocate for the intensified use of statistical quality control tools in the utility services sector and particularly at Kenya Power, as a means of monitoring the production and service quality, and enabling the firm to take timely and appropriate action to correct undesirable deviation in production quality. VL - 3 IS - 3 ER -
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