Case
LESCO
INDUSTRY :-
AREA :HUMAN RESOURCE MANAGEMENT/ORGANIZATIONAL BEHAVIOUR
ORGANIZATION :-
LENGTH :14
LUMS No :05-766-2015-1
PUBLICATION YEAR : 2015
ABSTRACT:
The case describes the need for customer-centricity at LESCO in order to improve the poor service orientation. It particularly highlights the HR problems of LESCO which are associated with the organisation’s complaint management system. Towards the end of 2013, Mr. Ali Chaudry, LESCO’s HR Director, is questioned by the board of directors regarding the contribution of the HR department in handling the complaint management system. Mr. Ali then begins to review the current HR policies and practices of his department, and their lack of link with customer-centricity. The case starts by providing the history of the generation of electricity and availability of water supply in different regions of Pakistan, followed by the formation of LESCO. The case then discusses the characteristics of LESCO and its human resource policies, while focusing on its customer complaint management system throughout the case. Furthermore, the case highlights the challenges associated with HR policies and practices of LESCO.