Repeat poor performance against their Ofwat commitment brought the business performance under scrutiny from the shareholder.
Initial up front diagnostics.
Leadership team aligned around an Enterprise Management System.
Structured Issue resolution at all levels
End to end approach to customer performance and asset management
Internal capability developed around the Lean Competency System.,
Local cross functional teams engaged around process level improvement
Clear process ownership from the SLT
Operational Performance in 2 years
Capex Savings of £5.2m
Opex savings of £1.2
Written Complaints reduced by 17%
Identified next AMP benefit of £47m
96% increase in proactive maintenance across both pilot sites
JR10 was the best OFWAT return for years !!
Ways of working / systems of work
Operational management systems introduced and embedded
Improvement roadmaps developed for all departments.
Teams at asset and process level used structured methods to surface issue and improve performance