Lively Workplace, Better Service
Metropolitan Electricity Authority (MEA)
INTRODUCTION
To provide the services of power outage notification and restoration, MEA has established the Power Failure Service Centre at each district. The electricians who perform the shift works had to spend days and nights at the centre to guarantee the continuity of the power supply to MEA customers. So, the comfortableness, healthiness, and safety of the staff working at the centre have been the focal point for customer services.The initiative of the “Lively Workplace, Better Service” project arose from the willingness of management team to nurture the wellbeing of MEA employees through the happy workplace policy. Therefore, the Thai Governor assigned the CSR department to draft the plan, approach the outside consultant, recruit the Working Committee, coordinate with the district offices, and set up a team of each district office for project implementation.
The Lively Workplace, Better Service project’s objectives were:
• Improvement of the Power Failure Service Centre environment
• Efficient use of the storage space
• Ensuring the employee’s occupational health and safety
FRAMEWORK AND STRATEGY
The project was the mega-project that MEA has continually operated since 2017 as the organisation core process to improve the environment in the Power Failure Service Centre of each district. The process included:• Organising a competition to gain the collaboration from all 18 district offices.
• Setting up of the advisory body comprising of the management representatives and external consultant to facilitate and support all the contestants
• Assessing, analysing and summarising of results, and awarding the winners.
• Conducting satisfaction survey
MEA has integrated the essential standards, tools such as 5S, OHSAS 18001 and knowledge sharing into the work process of distribution service along with the leadership of executives to be the best practice implementing in this project. Besides, MEA always cares for the occupational health and safety for employees. This project would be the support in ensuring the Sustainable Development Goals (SDGs) Goal 8 - promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work.
ACHIEVEMENT AND IMPACT
Employees of MEA are healthier, safer and more comfortable in the workplace environment; it could be clearly seen that all the employees gave very high degree of satisfaction to this project. Besides, they could also find all the equipment and tools more easily because of the well arrangement. Thus, the customers received quicker services in terms of outage notification and power restoration resulted in the improvement of the service time that the customers received after implementing this program. In addition, the project did not cause any environmental damage to the community due to a good environmental and waste management. Furthermore, MEA could exchange experiences and knowledge with other companies and academic institutes etc. about environmental development, equipment management, and area arrangement in order to created good inter-agency relations.FUTURE DIRECTION
MEA has planned to maintain and continue implementing the standard system that help conserve the environment in more areas by presenting the significance to the executives. Also, maintaining the measurement methodology through 5S activities, ISO 18001, and management according to safety guidelines. MEA also strive to create more relevant standard in the workplace such as the standard of vehicle used by the Power Failure Service Centre staff, so the vehicle should be in safe condition and have adequate and well-arranged equipment to complete the task at hand. This will increase positive effect to the work efficiency, increase customer satisfaction and provide a chance in exchanging knowledge and experience with other agencies within and outside MEA in order to obtain experience about different systems and working methods that can improve idea to each other.
Metropolitan Electricity Authority (MEA) is a state enterprise
responsible for distributing electric power to three provinces, Bangkok,
Nonthaburi and Samut Prakan which are the important economic areas
of Thailand, along with the government policy and MEA’s strategy
to improve electric power’s stability and to be fully responsible for
society and environment.
