validus management consultancy UK

Utilities Case Study

Regional electricity supply company


Re-focusing of a major business process re-engineering initiative within the Division
Re-established credibility in BPR initiative and major change programmes initiated

THE ORGANISATION

Distribution division within a Northern based Regional Electricity Supply utility

THE ISSUES / PROBLEMS

  • Re-focusing of a major business process re-engineering initiative within the Division covering Maintenance, System Design, Restoration, Income and Data Collation
  • Increase in the number of customer complaints regarding restoration of supply
  • Introduction of new, more demanding customer service targets for restoration of supply by the Industry Regulator
  • Business processes to be re-engineered to improve customer service levels and to meet the new restoration targets without incurring additional costs to the business
  • Major inefficiencies in the collation and processing of Distribution System Network data for records purposes across the division
  • Data collation processes to be re-engineered prior to the specification of an integrated data management system

PROJECT ACTIVITIES

  • Established and trained client teams in business process mapping skills and techniques
  • Generated existing process maps for the critical areas of Maintenance, System Design, Restoration, Income and Data Collation
  • Reviewed and critiqued existing process flows to identify key process weaknesses and the measurable impacts
  • Developed action programmes for improvement
  • Provided facilitation support to the implementation programmes

PROJECT RESULTS

  • Re-established credibility in business process re-engineering initiative within the Division
  • Successfully trained and coached management and staff in BPR skills and techniques
  • Major change programmes implemented
  • New Restoration targets being met without incurring cost of additional resources
  • Significant reduction in data collation and processing costs