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

Distribution division within a Northern based Regional Electricity Supply utility

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

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

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