Study goals
Demonstrate the development and application of a model for evaluating the quality of supplier services adopted in the management of a public utility concessionaire expansion program for medium voltage and low voltage in Paraguay
Relevance / originality
The service provision sector including the energy distribution service lacks standardization and measurement of quality in its supply chain, this study contributes to standardization and methodologies by increasing the tools of strategic management of the supply chain in the energy distribution sector implementation of programs with a high degree of international investment.
Methodology / approach
Understanding of the concession model for the energy market in Paraguay, satisfaction survey with the quality of services provided by the main suppliers of the concessionaire, study of the public procurement model in Paraguay, verification of interfaces in the management of long-term contracts, analysis of indicators of quality in the supply of energy in Paraguay, priority setting of customer demands with suppliers, construction of desirable service level standards, approval of the model with the management levels of the energy utility, communication and training of suppliers, calculation and reporting periodic evaluation of the suppliers' index.
Main results
Establishment of a model for evaluating suppliers in the construction of electrical networks, construction of a tool for calculating and measuring the indicator for evaluating the quality of services provided by suppliers, increasing the transparency of the process for communicating the quality demands of the energy utility, customer in program implementation
Theoretical / methodological contributions
methodology for calculating the index of quality assessment of supplier services in the construction of electrical networks grouped into programs of social interest and international financing, selection of management priorities, assembly of equations for calculation according to service level standards established by the concessionaire.
Social / management contributions
With the establishment of the methodology for calculating the assessment of suppliers in the management of public contracts in the electricity market, we provide transparency in the process of reporting the competitive advantages and deficiencies of each supplier, the implementation of large programs and diversity of stakeholders, providing tools to the senior management in identifiable claims for improvement in contract management.