ECG has made provision for reporting faults such as constant High or Low Voltages, frequent Power Outages and any inform

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ECG has made provision for reporting faults such as constant
High or Low Voltages, frequent Power Outages and any information
that will improve power supply to an area, industrial setup or
individual homes. Over the past two (2) months, the residents of
the Greater Kumasi Area in Ashanti region has been experiencing
unplanned power interruption Existing Fault Resolution 1. Client
call ECG Customer service contact 2. For English press 1, for Akan
press 2, for Ga press 3, for Ewe, press 4 and Hausa press 5 (press
the chosen language after Hausa) 3. For Enquiries press 1, for
complains, press 2 4. ECG customer service person introduce he/her
self and ask the client to introduce themselves lient report of
disruption of Electricity supply to home/neighbourhood 5. Client is
ask to provide ECG Pole reference number (M08120; A3/26) 6. Client
is asked on which number can he/she be reached 7. Details of fault
entered into faults Records and submitted to ECG Fault Office for
action 8. Client is asked to write fault reference number (e.g.
170228402) and to provide in any follow up call on the fault. 9.
Even though ECG Customer Charter states that faults reported shall
be resolve within 24 hours, under the existing process the client
may have to wait 24-72 hours before ECG resolve the fault. 10. On
average, a client will have to make 5 follow up calls to customer
services to find out the status of the fault resolution. Any time a
follow up call is made, the client will be told maintenance unit
has been informed 11. Currently, at the Fault unit, faults are
resolve without reference to fault reference numbers and no records
of the time frame within which the fault was resolve. At the Fault
unit, Faults Response Teams are made up of three members (Driver,
two Electricians) A recent survey of ECG customers on customer
satisfaction with regards to ECG fault resolution. In the survey,
two questions were asked ECG clients: how quickly they like to have
their faults resolve and what they consider as an acceptable wait
for faults to be resolve. The survey revealed the following: - 25%
of clients said they want their faults to be resolve within 1 hour
- 50% want their faults resolve within 2 hours - 25% want their
faults resolve within 3 hours - All customers agreed that a waiting
time of 3 hours or more is unacceptable The ECG management team
wants a solution that offers customer a seamless experience with as
little hassle and wasted time as possible. Note: If needed, you are
free to make assumptions if (1) the assumptions do not conflict
with anything in the text (2) the assumptions are clearly stated
and reasonable. DC: ACD01-F004 Required: a) Given the information
above, and making reasonable assumptions, model the current (‘AS
IS’) business processes at ECG Fault Office. [6 marks] b) What
would the future state (AS TO BE) look like? Provide a new business
process model, procedural and structural changes at ECG Fault Unit.
[10 marks] c) Explain at least three benefits of the new redesigned
process