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Energy Community Study: Assistance to regulators in introducing and improving service quality regulation in the Energy

2. Session 3: Commercial Quality - Particularities of the Agenda - . 09.00

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Energy Community Study: Assistance to regulators in introducing and improving service quality regulation in the Energy

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    2. 2 Session 3: Commercial Quality - Particularities of the Agenda - 09.00 – 10.15 LECTURE 3: Commercial Quality Representative of the consultant Topics given 10.15 – 11.00 TOUR DE TABLE 3: Commercial Quality Representatives of the regulatory authorities; Moderated by representative of the consultant; Topics given 11.00 – 11.15 CONCLUSIONS 3: Commercial Quality Representative of the consultant Topics given

    3. 3 Content Part I: Brief overview of the general framework Part II: Identification of issues and methods Part III: Basic regulatory instruments Publication of Data Minimum Quality Standards Rewards and Penalties Part IV: Customer satisfaction Part V: New Aspect Market Opening and Supplier Switching Part VI: Conclusions and recommendations

    4. 4 Service Quality Areas v. Objectives - Simple Model -

    5. 5 Service Quality Regulation - Objectives of the Regulation -

    6. 6 Service Quality Regulation - Performance (Output) Regulation -

    7. 7 Introductory Remarks

    8. 8 What is the Commercial Quality?

    9. 9 Frequently Regulated Services

    10. 10 Frequently Regulated Services

    11. 11 Frequently Regulated Services

    12. 12 Basic Regulatory Instruments

    13. 13 The Register

    14. 14 Publication of Data and Comparison of Performance

    15. 15 Measuring Standards

    16. 16 Guaranteed and Overall Standards

    17. 17 Guaranteed and Overall Standards

    18. 18 Guaranteed and Overall Standards - The Standards in UK -

    19. 19 Guaranteed and Overall Standards - The Standards in Hungary -

    20. 20 Guaranteed and Overall Standards - The Standards in Hungary -

    21. 21 Guaranteed and Overall Standards - The Standards in Slovenia -

    22. 22 Guaranteed and Overall Standards - From CEER 4th Benchmarking Report -

    23. 23 The Aspects and the Indicators

    24. 24 The Aspects and the Indicators - From CEER 4th Benchmarking Report -

    25. 25 The Aspects and the Indicators - From CEER 4th Benchmarking Report -

    26. 26 The Aspects and the Indicators - From CEER 4th Benchmarking Report -

    27. 27 The Aspects and the Indicators - From CEER 4th Benchmarking Report -

    28. 28 The Objective of the Rewards and Penalties

    29. 29 The Position of the Rewards and Penalties

    30. 30 MQS v RPS

    31. 31 Rewards and Penalties for Performance Case: Ireland

    32. 32 Rewards and Penalties for Performance Case: Ireland

    33. 33 Rewards and Penalties for Performance Case: Ireland

    34. 34 Rewards and Penalties for Performance Case: Ireland

    35. 35 Rewards and Penalties for Performance Case: UK

    36. 36 Rewards and Penalties for Performance Case: UK

    37. 37 Rewards and Penalties for Performance Case: UK

    38. 38 Rewards and Penalties for Performance Case: UK

    39. 39 Customer Surveys

    40. 40 Main Aspects of Customer Satisfaction

    41. 41 Customer Interruption Costs

    42. 42 Calculation of Interruption Costs

    43. 43 The Market Opening and the Supplier Switching

    44. 44 The Market Opening and the Supplier Switching

    45. 45 The Market Opening and the Supplier Switching

    46. 46 What is Important for Consumers?

    47. 47 Which are the Important Activities?

    48. 48 Which are the Important Activities?

    49. 49 What is the Future Focus of the QoSR?

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