We are all about operational strategy.

  • Utilities

Design of Customer Centric Processes

Case Study / A regional lines company

Why We Were There

Our client has a high level of technical skills and historically performs well in emergency situations. Growth in their region had led to greater customer demands for ongoing maintenance services of the network.

This highlighted serious gaps in responsiveness and customer relationships. 31% of the time, turnaround time targets were not being met.

SAIDI and SAIFI measurements were running at around average compared with other providers. However, KPI’s that were meaningful for service performance, such as connection times and complaint management, were never established.

Outcomes

Clarity around points of contact, process, and expectations of time and response

Easier, faster communication

Faster turnaround

Better planning

Greater cross functional collaboration

Less complaints from customers

The Approach

LSI carried out a discovery programme, which both highlighted opportunities and created a platform for staff engagement and recognition of opportunities.

We observed that process efficiency was hindered by poor planning and limited workflow organisation:

  • Limited ‘front foot’ activities (planning / supervising)
  • Planning activities inflated by travel times
  • Large admin component for team leaders
  • Layout of yard and raw materials pick up hindered field crew productivity
  • Turnaround time targets were not met far too frequently (31%)

This was followed by an extensive process redesign phase, engaging widely across the business, and providing detailed process design.

Redesign

  • Defined a customer-centric service model, based on agreed service principles
  • Developed and widely socialised proposed redesign
  • Oversaw the development of supporting documentation
  • Documented implementation steps, including internal change management

To ensure a successful implementation on this project, LSI:

  • Set up SME teams and coached them to substantially question and transform core customer facing processes
  • Set up a Champions team to lead internal change
  • Worked closely with the Executive Team, including fortnightly presentations, to progressively sign off change

Services Applied

Customer Centricity

Service Delivery Management

Process Design & Optimisation

Case Studies

Proven Success: Real-World Results from Our Clients

  • Tourism

Supply Chain and Cost Management to Support Business Growth

We carried out an end-to-end supply chain review, to understand current forecasting processes, methodology and effectiveness, procurement planning, inventory and distribution, and order fulfilment.
  • Tertiary Education

Technology Lifecycle Management at a Large Tertiary Provider

LSI supported a large tertiary institution to manage their technology application portfolio. We helped reduce their technical debt and identified consolidation opportunities to streamline processes and enhance the user experience.