Mary, Quality Controller
Mary drives continuous improvement at OmegaPoint, a major utility company. She is responsible for quality awareness in the organisation and takes an independent view on customer satisfaction. Therefore, she needs to have a broad view on the business.
Create invoices according to detailed customer contracts
MECOMS™ takes into account the specific products and periodicity from each customer’s contract.
Meter readings are automatically scheduled to meet this periodicity. Costs for commodities, distribution and additional services are all incorporated into the invoices.
Contracts set up by the Sales & Marketing team are automatically included in the billing process. Invoices can be generated in planned batch runs, but also individually.
Optimize processes to meet requirements
OmegaPoint has a culture of Continuous Improvement. Mary ensures that feedback from employees and customers is reviewed and results in optimised processes.
The MECOMS™ key attributes of robustness and flexibility, and OmegaPoints application management process ensure that Continuous improvement become reality.
Enforce security standards and accountability
User access controls, full audit trail of (manual) changes made to the data.
Analyse specific cases
MECOMS™ not only offers full audit trail. All data object attributes and relations are time sliced. This means that historical situations can be reconstructed.
This is not only of tremendous value for business staff in dealing with customers. It also allows Mary to look at specific Customer cases/feedback/complaints and determine the most efficient way to deal with them. This way, she can come up with a root cause analysis to prevent issues from happening again.
Audit performance and non-compliance
MECOMS™ Performance Management is setup to have Key Performance Indicators that match the OmegaPoint business.
Mary ensures that as Omegapoint grows KPI’s are adjusted and that Business people use them to manage their activities.
Deal with Customer Feedback
Mary has a program to encourage customers to give feedback. It builds on the MECOMS™ customer extranet. Information gathered this way combined with customer complaints is the basis for the quality improvement plan.
Mary uses the Audit trail functionality to further analyse feedback and to take decisions on improvements.