With such a title, you immediately think of the market, of the merchants who harass you. Let's stay with Energies: how to perceive quality?
Very simple, it's when the customer doesn't complain, when everything works.
Lack of quality?
Easy, it's just the opposite and here's a little provocative example to illustrate it: the geyser of the rue d'Orbe!
Even in color, "high" in color, this geyser, which I hope will remain our "highest" weapon in 2019, was the materialization of the lack of quality. Unforeseen holes, cuts, unplanned mobilization, which is very expensive.
An action on the ground that served to restore, correct quickly and unfortunately often at night and on weekends when one needed to rest.
We have just been certified ISO 9001. Magnificent diplomas will decorate the entrance of our building to remind us that there is still a lot to be done in terms of quality, but let's take a few small satisfactions to give us courage:
- Electricians are about to finalize a process of identifying their network, coupled with IS-E, which will make it possible to directly inform customers affected by a power outage. This will be done directly by SMS once 80% of the missing addresses have been collected.
- The dangerousness of the valve chambers when an operator has to go down there alone. The EGC team has just launched a campaign to fill these chambers.
- Employee satisfaction: we have just launched an internal questionnaire which should lead to a prioritisation of corrections. Above all, however, it will enable us to see, year after year, that the quality of the services provided is improving, whether for our customers, our partners or simply among ourselves.
Thank you to all of you for your commitment to this work which aims to achieve quality, nothing but quality!
Respectfully,
Philippe Gendret, Head of the Energy Department of Yverdon-les Bains