Diagnosis of the Revenue Assurance activity in ETECSA

Abstract

The current results of the Revenue Assurance activity, applied for more than 15 years in ETECSA, allowed to recognize a non-homogeneous level of its implementation in the organizational units in which these functions are defined, which impacts on the activity management and therefore on the Company. To carry out an improvement process, a two-stage work procedure was designed and implemented, with the aim of diagnosing the activity situation in the business context, analyzing factors that have impact on its performance and describing the need for improvements, based on the elements comprising the activity scope. This work shows the main results during the Stage 2 implementation of this diagnostic procedure: Analysis and diagnosis of the activity. Its application enabled to identify existing gaps in relation to the sector references and to structure a procedure to implement the improvement process related to the Revenue Assurance activity, as part of the process management in ETECSA. To develop this research, document reviews, interviews with specialists, analysis of information contained in the computer systems, survey results applied to specialists in the activity were used as tools and techniques. In addition, statistical tools such as the Pareto diagram were also practiced.