A qualidade do serviço no âmbito da distribuição de energia elétrica: Formulação de estratégias que contribuam para aumentar a competitividade das indústrias do Estado do Paraná

Abstract

The industrial production of Paraná state is diverse with emphasis on the industries of pulp and paper, timber, food, chemical, fertilizer, electronics, metalworking, cement, textile, ceramic and linked to its rural vocation, agribusiness . An adequate infrastructure enforces the competitiveness of the industry and the lack of this may undermine the state's economy. This study examined the effects of lack of harmony or mismatch between what is expected and what is actually offered for Paraná industries by analyzing one of the main inputs needed in basic infrastructure to support production, which is the energy supply power quality, focusing on aspects related to quality of service. The distribution of electricity is a public service activity, rather regulated and due to its nature, characterized as a legal monopoly, therefore industries have no alternative supplier for replacement. This paper is Subsidized by information prospected in research conducted with 23 Paraná industrial consumers of various segments of activities, which have recent records of complaints about the quality of energy supply filed with the distribution concessionaire or the regulator. On the one hand the offer represented by the distribution company's vision of energy, on the other hand the demand vision represented by consumers of electricity industries and mediating these relationships the National Electric Energy Agency - ANEEL. The work was completed with purposeful actions to mitigate conflicts between parties. Preventive strategies have been formulated to the problem, they propose as a tool that could contribute to the alignment of perceptions between the parties. The listed actions are aimed at harmonizing the relationships and expectations among industrial business and the power distributor, bringing contributions to competitiveness of the product which is manufactured in the state.