The Challenge

Unipart was asked to design and implement a transformational change programme for one of the world’s biggest utilities company.

Tasked with embedding Operational Excellence (OpEx) throughout our customer, Unipart focused on building capability within teams to drive sustainable continuous improvement via workshops, in-the-line training, creative problem solving and coaching through one-to-one feedback and lean embedding measure audits (LEMs).

Our customer faced a number of external pressures from the regulator and other stakeholders, as well as internal issues. These gave rise to several explicit and implicit needs to raise the performance of the Repair Planning & Despatch process across all their networks. Customers were dissatisfied with job completion times and local government were also challenging the client on the duration of streetworks and overruns.

A worrying amount of time was being wasted on the re-work of daily plans, placing a high-workload on Network Supervisors. There was low confidence that plans were being created ‘right first-time’.