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Reliability indices for distribution systems are used by utilities and regulators to benchmark performance and prioritize investments in projects to improve performance. However, there can be many variations in the methods used to describe reliability levels, and the indices used may not be the best measures of system performance in terms of the impacts on customers. This paper describes the concept of a "service quality index" that can be used to characterize system performance in a manner that is more appropriate for customers, taking into account customer quality and reliability requirements and expectations
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Mark F. McGranaghan (2007) studied this question.
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