Projects
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!)
Results:
- 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
