Data Analytics for Business Decision Making

Introduction

In the recent era of globalisation, the organisations face several challenges in running the business sustainably and in this regard, the customers are suffering from getting proper meter servicing in the UK. The government of the UK is also suffering in providing smart metering activities to the households and the business firms for better consumption of gas and electricity (Poursharif et al., 2017). The study aims at analysing the issues and organisational problems in the meter sector in the UK where the customers are suffering from getting appropriate services and meter for their gas and electricity consumption. The paper is also effective to choose proper method of collecting the authentic data and analysing it efficiently for understanding the meter services and acknowledging the existing issues in the UK. The study also provides a scope to analyse the issues of the organisation SSE metering and collected the organisational data for measuring the key performance indicators, success factors and BI factors through which the organisation would be able to mitigate the existing issues related to metering services for gas and electricity in the UK. The paper is also effective to recommend some suitable suggestions to SSE metering to run their business efficiently and serve the customers with providing proper metering services as per the requirements of the consumers across the country.

Organisational issues

SSE metering is efficient to run six successful business units which are business energy, energy management, utility networks, contracting, rail, and telecoms services for the customers. The organisation is also focusing on reducing carbon emission in order to protect the environment as well as reserve the natural resources of the earth. The customers and the suppliers are engaged with the business, where the business representatives and management team are proficient to manage the stakeholders including the technicians, employees, staff members, suppliers and distributors, government and customers (SSE Enterprise, 2020a). The organisation helps the customers to cut the energy bills as well as provides a scope to the organisations including large multinational firms and small and medium-sized businesses to move towards more sustainable solutions. The organisation provides a scope to the customers to reduce the energy bills and satisfy the service users in the market and additionally, the metering services and the practice of developing smart cities are effective which provides a scope to SSE to create values for the customers and the business clients where the organisation is able to provide sustainable metering outcomes for the benefits of the buyers. The organisation in the recent era of globalisation faces the issue to serve the customers efficiently as there is high demand of smart metering and it is difficult for the firm to provide proper service to all the customers at a time (SSE Enterprise, 2020b).

The major issues faced by the industry are such as lack of customer satisfaction due to poor management in providing equal metering services, lack of equality in distributing the metering services, incapability of the government to provide the metering services as well as lack of tracking system of meter installation, lack of skilled workforce and technicians, cancellation of engineer technical and customer cancellation (The Telegraph, 2017). These are the major issues in the metering service sector, where the customers are suffering from getting proper metering services in the country. The government is also facing difficulties in providing metering services to the customers equally across the globe. Though the government targets to provide more than 52 million smart metering services to the customers in the upcoming years, without proper technicians and electrical engineers, it is not possible for the company as well as the government to collaborate and serve the customers efficiently to fulfil their requirements of smart metering services. The industry is also suffering to fulfil the demand of the customers where there is high demand of metering services mainly smart metering (BBC News, 2019). There are also other issues related to smart metering system and lack of estimate billing or billing errors can happen under smart metering system. Due to poor signal, the customers may suffer from getting proper metering services for their gas and electricity. There is another major issue which is related to the lack of technical team members, availability of engineers and other experienced staff to install the metering system and manage the services. The customers sometimes are suffering through meter cancellation; cutting the metering services which needs experts to manage the disputes (Smart Energy, 2019). On the other hand, there is not equal distribution of the metering system and it is also one of the major issues, faced by the government and other metering service providers to tackle the customers and provide them proper services.

Data collection and analysis method

Data collection and analysis method are mandatory for conducting the research about analysing the research topic. In this particular research, the secondary data collection method is considered where the secondary sources are available and fruitful for the researcher to collect authentic data and information about the industry and company as well. In this context, the researcher chooses secondary data collection method, where the company website is one of the greatest sources of collecting the right information and data (Khalil and Rajab, 2017). The company website of SSE metering is good, for gathering the organisational information about providing the services related to metering. The website is also effective to collect the information about the organisational strengths and capabilities to run their business as well as the organisational activities which are beneficial for creating values for the customers. The organisational website is also effective to collect the strategic planning of SSE metering to serve the customers with innovative services for meeting the demand for gas and electricity. On the other hand, the customer survey about the metering services is also gathered through reviewing the online journals and articles as well as newspapers which are authentic sources of collecting the information about the customer’s feedback and data regarding the metering services and existing activities and challenges in the metering sector which is mainly a sample analysis method. Hereby, the data collection method is beneficial to gather valid and relevant data and information about the metering system and analyse the research topic successfully in further sections. On the other hand, the data analysis method is another important factor through which the organisation can analyse the collected data and information. There are two types of quantitative and qualitative data analysis techniques and in this particular study; the qualitative data analysis technique is selected where the collected findings can be evaluated further where the organisational activities, market information and strategies of the SSE metering will be evaluated further. The data analysis further provides a scope to analyse the company’s information about the strategic planning and viable resources in further sections as well as identify the risk factors which is mandatory to be mitigated in the organisation so that SSE metering can provide high quality metering services to the customers and strengthen their customer base in long run (Buchanan et al., 2016).

Data analysis

The organisation SSE metering is efficient to control their operational activities and satisfy the customers in near future. The SSE enterprise is also proficient to invest more in the complex energy infrastructural projects and improve industry experience. This further helps the organisation to gain high competitive advantage for the quality metering services, maintaining safety and reliability. The company provides safe and achievable solutions where the installation techniques and the other service facilities during installing the meters such as additional services, maintenance of the meters are there which are effective to support the customers and create values for them (SSE Enterprise, 2020a). In the recent era of globalisation, the world is changing towards zero carbon and gigabit speeds for increasing connectivity and technological advancement which would be beneficial for the customers as well as for the environmental sustainability. It makes day to day life more safe, efficient and sustainable by providing smart services. Energy infrastructure and communication plan of SSE is successful to promote smart cities and there is largest fibre network in the UK which has over 40 years of experience. SSE is also efficient to make effective solutions for the smart buildings, smart street lighting, and fibre in the sewer, smart grid, smart EV charging, and next generation solar. These are some of the technological creativity and service innovation of SSE where the firm is able to secure future sustainable development in the market as well as satisfy the customers in future (SSE Enterprise, 2020b).

Risk analysis

The major risk factors in the organisation SSE metering are evaluated through risk analysis and evaluation.

Expected Risks	Probability	Responsible Person	Strategies to Mitigate the Risk	Time Frame
Budget deficiency	High	Financial management team at SSE metering	Reallocation of resources Proper utilisation of the existing organisational resources	12 months
Lack of presence of experienced staff	Medium	Human resource managers and the leader	Investment in developing new technology Investment in research and development	4 months
Absence of technical team and electrical engineers	Medium	Human resource managers and the leader	Hiring experienced staff Manage the expertise of the employees Encouraging creativity of the employees	6 months
Poor management	Medium	Operational management and organisational leader	Hiring technical team Giving incentives to the engineers and technicians Improving management of the staff	5 months
Customer cancellation	High	Sales and operation department staff	Improving human resource management Managing organisational workplace Improve leadership style with providing proper support and direction to the members	7 months
Lack of expertise in meter installations	High	Human resource managers and leader as well as other senior team members	Managing customers Providing instant metering services Handing their queries Empowering them Providing training and development program Encouraging employee’s creativity	8 months
Unequal distribution	Medium	Sales managers and leaders	Improving service quality Increasing the metering units Enhancing equal distribution as per the customer’s preferences	14 months
Lack of efficiency in satisfying customers	High	Sales and distribution team, managers and leader	Improving research for better service delivery Improving innovation Installing latest technique of smart metering	12 months

Risk Management Planning

The risk management planning is mandatory for the organisation to mitigate the risk factors as well as improve the capability of SSE metering to serve the customers in a better and efficient way. In this regard, the major risk is budget constrain due to high cost of installation, cost of technology and others and for this, it is mandatory to reallocate the capital, improving proper utilising of the organisational resources and capabilities as well as investment in the research and development to provide high quality services to the customers (Sovacool et al., 2017).

Another major risk is Lack of efficiency in satisfying customers where there is high probability of the organisation SSE metering to face difficulties to manage their customers and create values for them. In order to tackle this issue, it is mandatorily for the firm to improve research for better service delivery, enhance innovation as well as install latest technique of smart metering so that the company is able to provide high quality metering services and provides a scope to the customers to enjoy smart metering to reduce the electricity bills and maximise the services of gas and electricity.

On the other hand, there is also high probability of customer cancellation, where the organisation faces the difficulties of customer cancellation, as the customers cannot afford the metering services as well as there is mismanagement of time and efficiency of the staff to provide quality metering services to the customers and for which the consumers cancel the installation of the new metering system in the house or for any business purpose. Managing customers, providing instant metering services, handling their queries and empowering them in the system for getting proper metering services are the major tactics through which the organisation SSE metering would be able to satisfy the consumers and reduce the percentage of customer cancellation of installing the metering system (Jenkins, Sovacool and Hielscher, 2018).

On the other hand, unequal distribution and lack of expertise in meter installations are other risk factors for SSE metering, where the organisation may face difficulties to expand their business efficiently and in this regard, the firm must take corrective actions to mitigate the existing risks and through providing training and development program, encouraging employees’ creative, improving service quality, increasing the metering unit, enhancing equal distribution as per the customer’s preferences, it is possible for the organisation to satisfy the customers by delivering the metering services equally across the country.

Balanced Scoreboard

Through balanced score board, it is possible to identify the organisational resources and capabilities which are mandatory to perform better and ensure smart metering services in the market for the benefits of the customers.

Financial Perspectives

• Positive financial result
• Organisational growth
• Financial stability
• High demand of the customers influence sales volume
• New investment
• Reduce unnecessary expenses
• Utilising the organisational resources

Learning and Growth

• Arranging training and development programs
• Empowering the staff in the installation and metering management system
• Encouraging the employee’s innovation
• Ensuring service creativity
• Investment in the research and development
• Employee satisfaction and retention
• Proper knowledge management

Customers

• Sales revenue
• Customers loyalty
• Empowerment of the consumers in installing the metering
• Creating values for the consumers
• Fulfilling their needs in the market
• Valuing customer’s preferences rather than competition in the market

Internal Business Process

• Operational efficiency
• Cross sales products
• Delivering quality services
• Employee confidence
• Proper working culture
• Effective customers relationship management
• Technological advancement for successful installation

As per the balanced scorecard, the organisation SSE metering is able to manage their financial capital to invest in new projects, installation of meters as well as research and development for more technological innovation and creativity. The organisation has a financially strong position and it is financially stable to arrange capital investment as well as manage the reallocation of the organisational resources and capabilities for the future. Apart from that, the organisation SSE metering is good at managing human resources. Though there is a lack of presence of the technical team and experienced staff, the organisation is successful in managing the existing staff members and managing them efficiently by developing a suitable organisational culture, providing monetary and non-monetary incentives (Mathisen et al., 2019).

Due to a lack of expertise in the metering sector, the organisation cannot retain more employees for the long run and for which the customer’s demand cannot be fulfilled properly. The organisation focuses on customer management and satisfaction to mitigate the existing issues in the metering sector and in this regard, the organisation tries to improve the equal distribution of the metering services as well as serve the customers across the country by providing proper installation and extra facilities to maintain the meters. The internal business process is also effective for the company where SSE metering service is efficient to improve organisational excellence as well as ensure high-quality service delivery to the clients (Sovacool et al., 2018). It is important for the firm to ensure future sustainable development and equal distribution to satisfy the customers across the country.

Key Performance Indicators

The major performance indicators of the organisation are such as:

• The team of installing the meter
• The expert team to satisfy the customers
• Organisational culture
• Employee’s values creation
• Financial investment
• Moving towards sustainable business outcomes

Applying BI Principles

The Business Intelligence (BI) principles of the business are such as:

• Artificial intelligence
• Technological innovation towards smart metering system
• Customer relationship management
• Data automation
• Efficient installation
• Collaborative working practice
• Expertise of the technical team members
• Data management system

SSE Meter Company is able to utilise the organisational resources and implement the latest technology for creating a smart city. The major business intelligence of the firm is such as experienced staff members, collaborative working practices and other technical excellence which are effective for SSE meter company to provide high-quality services to the customers.

Proposed Strategy for the Company

The organisation SSE metering must focus on expanding the business sustainably to create values for the customers across the country. SSE metering must hire the technical team and experts in the electronics and communication as well as recruit electrical engineers for managing the metering activities in the business. In addition to this, SSE Company also must focus on managing the installation successfully and in this context, the installation charges need to be fixed as per the location and customer’s requirements. The company needs to improve the quality of the metering system so that there will be no error in the meter counting. This further improves the trust and loyalty among the customers. Apart from that, the organisation must focus on recycling the waste materials to protect environmental sustainability and reduce waste through effective management (Darby and Liddell, 2016). The wires, metering machineries and waste are necessary to be recycled and go to ultimate landfills in order to reduce environmental pollution. On the other hand, the organisation must focus on smart metering techniques in order to provide effective meters to the customers including the households and the business partners where the small and medium-sized firms as well as multinational companies try to utilise smart metering technique as it is effective to improve the utilities of gas and electricity, reduce billing and carbon emission (Chambers and Oreszczyn, 2019). Through choosing the smart metering system, SSE Meter Company can satisfy the customers and meet the market demand and customer’s requirements by developing proper installation techniques where the customers can get suitable services and support from the organisational representatives.

Conclusion

SSE enterprise is efficient to provide energy solutions to the customers where equal distribution of the services across the UK, proper installation techniques, and the presence of technical team members are important for the organisation to create values for the customers and secure future sustainable development. The organisation is already proficient to move their business towards creating a smart city and in this regard, smart energy services must be provided to the customers where SSE can establish the business successfully and fulfil the customer’s demand in the long run.

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Reference List

BBC News, 2019. Why you’re smart meter may not be so smart after all. [online] [Accessed on 10 June 2020].

Buchanan, K., Banks, N., Preston, I. and Russo, R., 2016. The British public’s perception of the UK smart metering initiative: Threats and opportunities. Energy Policy, 91, pp.87-97.

Chambers, J.D. and Oreszczyn, T., 2019. Deconstruct: A scalable method of as-built heat power loss coefficient inference for UK dwellings using smart meter data. Energy and Buildings, 183, pp.443-453.

Darby, S. and Liddell, C., 2016. Communicating ‘smartness’: smart meter installers in UK homes.

Jenkins, K.E., Sovacool, B. and Hielscher, S., 2018. The United Kingdom smart meter rollout through an energy justice lens.

Khalil, A. and Rajab, Z., 2017. Load frequency control system with smart meter and controllable loads. In 2017 8th international renewable energy congress (IREC) (pp. 1-6). IEEE.

Mathisen, O.V., Sørbye, M.E., Rao, M., Tamm, G. and Stantchev, V., 2019. Smart energy in smart cities: insights from the smart meter rollout in the United Kingdom. In Smart Cities: Issues and Challenges (pp. 283-307). London: Elsevier.

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Smart Energy, 2019. UK smart meter rollout is stumbling – consumer survey. [online] [Accessed on 10 June 2020].

Sovacool, B.K., Kivimaa, P., Hielscher, S. and Jenkins, K., 2017. Vulnerability and resistance in the United Kingdom's smart meter transition. Energy Policy, 109, pp.767-781.

Sovacool, B.K., Kivimaa, P., Hielscher, S. and Jenkins, K., 2018. Corrigendum to “Vulnerability and resistance in the United Kingdom's smart meter transition”[Energy Policy 109 (2017) 767–781]. Energy Policy, 113, p.52.

SSE Enterprise, 2020a. About us. [online] [Accessed on 10 June 2020].

SSE Enterprise, 2020b. Smart cities. [online] [Accessed on 10 June 2020].