Details

Case

LESCO Lahore Electric Supply Company: A Move Towards Customer-Centricity

Abdul Karim Khan, Anwar Khurshid

INDUSTRY : Electricity, Government Organization

AREA : HRM/OB

ORGANIZATION : NAMAL College

LENGTH : 14

LUMS No : 05-766-2015-1

PUBLICATION YEAR : 2015

KEYWORDS:

LESCO,Lahore Electric Supply Company,Customer Centricity,Decentralisation,HR,JDs,KPIs,Motivation,Recruitment,Compensation

DESCRIPTION:

The case describes the need for customer-centricity at LESCO in order to improve 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 the HR policies and practices of LESCO.

LEARNING OBJECTIVES:

The case aims to highlight the HR practices associated with LESCO's customer care system. It outlines the need for adopting a customer centric approach in the organisation and how the HR policies need to be restructed to achieve this objective. The case is comprehensive in addressing these learning objectives: 1) The Problems with an organisation's HR policies with a poor customer centric approach. 2) Linkage of HR policies with internal and external shareholders. 3) Change in HR Policies such as motivation, recruitment policy, training and development, job descriptions, KPIs and compensation to adopt a customer centric approach.

SUBJECTS COVERED:

Organizational Behavior, Human Resource