Business Transformation Enabling a UK utilities company to turn around its performance
The Challenge
HowWe Helped
An independently quoted UKWater andWaste company that provides water services to over 3.5 million paying customers, covering a population of approximately 8 million people, was struggling to maintain the standards of service expected by its customers and the environmental and public health regulatory authorities.The company was significantly underperforming and was judged to be the worst in its sector. A new management team sought our help to co-deliver the company’s improvement agenda; our challenge was to help turn the company into the best water and waste provider in the UK. This was to be achieved through the development and implementation of an organisation-wide transformation programme that spanned 9 counties. The programme’s focus was on significantly improving processes and levels of customer service, while at the same time engaging staff and building their capability to sustain and continuously improve new ways of working.
Our Consultants worked side-by-side with both management and team members, to firstly understand the challenges and then identify and implement the opportunities for improvement. Together, we developed a programme of activity that ensured all areas involved were aligned by a common set of principles and deliverables.This programme was then systematically deployed across both water and waste management operations. New operating models were introduced, supported by visual management, that empowered teams to expose and resolve problems daily. Key performance indicators were also developed and the introduction of communication cells enabled regular reviews of performance against targets. Continuous improvement audits and reviews were introduced to pick up any necessary actions needed. Our Consultants engaged and coached teams and developed in-house experts in new ways of working, building their capability in being able to review performance, identify issues and solve problems at their own level. They provided staff and management with the skills to continuously improve performance in their areas.
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