An assessment of the application of statistical quality control in the provision of quality of services: A case of Kenya Power LTD, Nakuru Sub-Region

Abstract

Statistical Quality Control has been widely used in the manufacturing field for decades. It has enabled the use of one or more control charts to control production processes statistically and prevent quality problems without undue delay. However, it is until only recently that SQC has been applied in the services sector. This study applied statistical quality control (SQC) to assess the customer’s experience of quality as offered by Kenya Power Ltd. It also sought to determine whether or not the services of the company were in statistical control. The study was designed as a 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 settlement of unpaid dues is not in statistical control for both domestic and non-domestic consumers. As regards the disconnection of supply for closed accounts, the service was found to be in statistical control. However the process capability analysis index for the domestic category much higher (1.66) than that for non-domestic consumers (0.1346). As regards the refund of deposit for closed accounts, the service was found to be in statistical control for both categories of users. However, in both categories the process capability analysis index was found to be less than 0.2. Finally, as regards the restoration of supply after unplanned interruptions, the service was found to be out of statistical control for both domestic and non-domestic consumers. These results are a severe 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. This study calls for the intensified use of statistical quality control tools in the utility services sector and particularly at Kenya Power, as a means of monitoring quality and production, and enabling the firm to take timely and appropriate action to correct undesirable deviation in production quality.