Reducing Service Time

Project Detail

Client: A large utility company

Business Area: New customer connections

Opportunity: Streamline the time to install a new client’s gas and electric service from 26 weeks to 13 weeks

Findings: Discovered that the business was measuring success in a way that was meaningless to the customer (average time v. delivery to due date); process was worse than originally believed (36 weeks!)


  • Empowered Union employees and leaders to participate, building buy-in and support for future projects (Unions asked for the use of the Lean Six Sigma approach on another upcoming project!)
  • Removed 24 handoffs from the process (going from 27 to 3)
  • Vastly reduced work time and overall cycle time, delivering customer connections in as little as 10 days when needed by customers

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