Water Utilities Company (UK)

Water Utilities Company (UK)


Due to market de-regularization, customer satisfaction has become a major focus putting our client under pressure to improve standards.


We were commissioned to assess the current operational structure and advice on the best way to meet new regulations


Using our flexible Insight model, we spent an intensive four weeks at the offshore facility immersed in the business operation, meeting with staff at all levels, observing practices, processes and gathering data. Working closely with the client and using our market experience, we were then able to advice on best plan to change operating practices that would allow conformance with new customer regulations.


A new business management framework was established to provide process documentation, knowledge management and an operational performance measurement system. This underpinned the new operating model, ensuring that improvements made were sustainable and to facilitate ongoing continuous improvement.