Our success in meeting our own challenges has shaped our unique approach to consultancy
An independently quoted UK water and waste company, that provides water services to over 3.5 million paying customers and 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. It was also regarded as a ‘special’ measures case by the bodies governing the industry.
In 2008 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 nine 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 own experience has shown that a high level of employee engagement is the only way to sustain a new process.
Our expert practitioners worked side-by-side with both management and team members to
For example, in the company’s customer call centre, only 38% of complaints were being resolved first time, causing frustration for the majority of customers.
The Unipart practitioners provided staff and management with the skills to continuously improve performance in their areas.
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In three years, significant results were achieved …
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