Electricity Breakdown Management In Malaysia : A Case Study On Tenaga Nasional Berhad

Managing electricity utility company has become a critical issue ~ all utility COJl1)any all around the world faces many of the same challenges. On 1st September 1990, Prime Minister Dato' Seri Dr. Mahathir bin Mohamad officially proclaimed TNB ~ the heir and successor to NEB. Public-listed TNB is the largest electricity utility Company in Malaysia with more than RM65 billion in assets and a customer base of about 6. 8 million throughout Peninsular Malaysia and Sabah. This case study will see if TNB has improved their services, especially in electricity breakdown management. It will look deep in service quality, electricity breakdown management and communication performance. This case study indicates 50.90AI of the respondents agree TNB provided most of their electricity needs and 59.3% disagree that other utility company in other country possess higher service quality than TNB. 61.5% of the respondents believe TNB need to improve their power quality in the power syste