Benchmarking Service Excellence: The Nigerian Company Experience


By Lucky Enajite Edjenekpo, CCC, PMP



In the face of growing competition in an economically volatile environment, service organizations are under pressure to reduce service costs while meeting rigorous service level agreement (SLA) levels and shorter response windows. In jeopardy are not only customer satisfaction and loyalty, but overall company growth and profitability.

In this paper, an attempt is made to benchmark a Nigerian maintenance service company with forward-thinking companies that have implemented strategic actions to achieve service excellence.

Given the strong impetus of technology-enabled initiatives, it is noteworthy as revealed in the paper that for the Nigerian maintenance service company, though, the route to significant improvement in service excellence is in the actions of the people assisted by technology, rather than purely the application of technology.

This paper concludes by stating, among other things, that the company should develop the right technician workforce, equip the technicians with the right tools and enable the right level of access to performance results in the drive towards achieving service excellence.

Keywords: Benchmark, Service Excellence, Customer Satisfaction, Loyalty

Chapter 1

1.0                        Introduction

In today’s oil and gas equipment and services market, equipment owners are operating on tighter budgets and making more demands for effective service.

The market environment described as erratic and vibrant has made it necessary for service companies not only to predict service workloads and plan resources accordingly in order not to lose huge cost savings as a result of disproportionate technician and inventory utilization according to an Aberdeen report[i], but to seek the opportunity to improve the predictableness of cost and schedule outcomes.

The Association for the Advancement of Cost Engineering [AACE] (2012) states that:

“Total cost management is the effective application of professional and technical expertise to plan and control resources, costs, profitability and risks. Simply stated, it is a systematic approach to managing cost throughout the life cycle of any enterprise, program, facility, project, product, or service.”

In line with this definition, therefore, efforts geared towards lowering service costs can be considered paramount in the management process of the total life cycle cost investment, in my opinion.

This paper describes how benchmarking service excellence helps in identifying aspects of company operations that require improvement thereby resulting in lower service costs and higher customer satisfaction.


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About the Author

lucky-enajite-edjenekpoflag-nigeriaLucky Enajite Edjenekpo CCC, PMP

Lucky Enajite Edjenekpo is an oil and gas professional with over 24 years experience in project management and operations management.

He is currently the Port Harcourt District Manager at Exterran Nigeria Limited, Nigeria.

Lucky holds a bachelor degree in Mechanical Engineering and a master’s degree in Engineering Management from the University of Benin (UNIBEN), Nigeria.

Lucky is a Certified Cost Consultant (CCC), driven by passion to advance maintenance service delivery. He lives in Warri, Nigeria and can be reached at [email protected].

Editor’s note: Student papers are authored by graduate or undergraduate students based on coursework at accredited universities or training programs.  This paper was prepared as a result of a course delivered by Dr Paul Giammalvo of PT Mitratata Citragraha in Jakarta, Indonesia.  The paper was submitted to the Association for the Advancement of Cost Engineering International (AACEi) in 2013 in fulfillment of the certified cost engineering consultant (CCEC) requirements, for which the author was a successful applicant.