20% reduction in customer interruptions

RELIABILITY IMPROVEMENT

While seeking regulatory support for a multi-billion dollar investment, client sought to make a 20% reduction in customer interruptions to garner favor with customers.

Our approach

1 Facilitated the development of network level reliability plans

2 Implemented “wiring” tools to weave plans into the organizational fabric

3 Monitored action plan’s performance and scaled successful activities to other jurisdictions

Our results

31%

reduction in customer interruption

Produced double-digit percentage reduction in customer interruptions – as high as 31% -  in every implementing jurisdiction.

First

in reliability performance

Pilot organization advanced from last in the company to first in reliability performance (2016). It remains there today. 

Increased

in two
promotional levels

Jurisdictional leaders advanced up to two levels in the organization since the initial roll-out. 

  • “The process has been very effective because, on a daily basis, my guys can see the results of their efforts. We are motivated to continue to make reliability improvements.”

    Line Supervisor

  • “With effort and focus, this process can be a game changer in the way we work. I'm excited about the champions we are training and getting this fully integrated in the regions.”

    VP, Customer Service

  • “This process has been a great opportunity for us to engage employees in an effort to make their network more efficient.”

    Senior Manager

How can we transform your business?