World Quality Day shines a light on Creating Customer Value

Created by the Chartered Quality Institute (CQI), and held on the second Thursday in November since its inception in 2016, Thursday, November 12th 2020 was World Quality Day. Designed to provide an opportunity to shine the spotlight on individuals, teams and organisations that are deeply committed to quality, this year’s World Quality Day highlighted how quality can help to create customer-focused organisations.

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Creating customer value in action at CSE Uniserve

Quality and customer focus have always been at the heart of our philosophy here at CSE Uniserve. With so many examples of working alongside – and creating value for – customers to draw upon, nominating one for this post was never going to be easy. In speaking with our team, one project successfully completed recently involved not only new technology for CSE Uniserve – it was also a world-first in terms of taking existing technology and implementing it across much wider application to address the customer’s need.

We have been working with one of our key suppliers, GE, to implement one of the first Wide Area Monitoring System (WAMS) in Australia. This technology allows operators to understand the behaviour of a power system during a disturbance and relies on the use of synchrophasor technology.  Gathering key current and voltage measurement information in different parts of the network allows utilities to view power system dynamics in real-time, analyse system performance post-event, and apply the data to fast and proportionate active controls to stabilise the network.

Adopting new technologies is always a challenge. Utilities are typically conservative in nature, especially when it comes to applying new or untested solutions to existing issues. Rightly so, they proceed with programs, checks and sound engineering processes. In this instance, we have been working collaboratively with this customer for years, supporting the client in 2018 and early 2019 to define the need, identify the requirements, and to structure the WAMS project. The level of trust and understanding this process has provided, coupled with the implementation of a pilot project in mid-2019, has provided security and certainty for the customer to embrace gradually and safely a new technology.

As a result of this process, we collaborated with the customer and GE to deliver the scope of work and create the following value-added benefits:

  • Making the system accessible to all users within the utility who may benefit from its applications
  • Training engineers to use and apply basic and advanced power system analysis applications
  • Support the customer to establish a test bench environment to perform test and validation in-house.

The ultimate goal of this project is to demonstrate during the 12-month trial period that this technology can further reduce the likelihood of a blackout during a major disturbance.

Partnering with those who share our commitment

Since 1978 we have been building lasting, high value relationships with our long-term technology partners. We are proud to work with leading brands including Fuji, GE, Siemens, Janitza, Elspec, Indrivetec, Solcon, Seoho and G&W, who all share our unwavering commitment to quality and creating customer value.

In the case of GE, this joint passion is one of the core reasons CSE Uniserve have been the exclusive distributor of GE Multilin, MiCOM and associated products in Australia and New Zealand for over 30 years.  Just last year, the GE Monitoring and Diagnostics team released this video showcasing how they approach quality and continuous improvement. CSE Uniserve are the authorised Australian distributor of GE M&D products.

Our accreditations

CSE Uniserve has always maintained a strong commitment to ethical business, environmental accreditation, regulatory compliance, safety standards, testing and support.

Find out more about World Quality Day, and contact us today to see how our passionate team can create lasting value for your organisation.

Who are the CQI?

The CQI is the professional body for experts in improving product, project and service quality. For more than 100 years, they have been championing organisational excellence by setting professional standards for quality management in the UK and globally.

With 19,000 members in 100 countries, they are the partner of choice for quality management practitioners and, through their International Register of Certificated Auditors (IRCA) certification, for systems audit professionals. The CQI is the only global body that can award Chartered Quality Professional status.