Leading energy plc

The context

Rapidly changing customer service expectations and major change in the regulatory environment, in which high profile failures in the sector have resulted in massive, multimillion pound fines and associated widespread loss in customer confidence.

The need

A restructuring of systems and processes and the way people are engaged to deliver the desired customer experience. This involves creating a performance culture that delivers the highest quality of customer experience at every stage of the service cycle.

The solution

It was recognised that a top down management led solution would not alone drive the changes necessary. DevelopChange worked closely with operational managers in order to create a solution that engaged people at all levels. This involved a multi-stranded approach including:

• analysis of existing customer processes
• action based learning
• continuous improvement activities
• communication workshops
• coaching and mentoring
• underpinning this was our philosophy of transferring the skills knowledge and behaviours to sustain the organisational learning

The outcomes

A substantial number of 'quick wins' were identified which immediately added value and improved the internal and external customer experience. Many of these solutions came not from management, but from within the teams themselves.

A coherent strategy for change has also been created that has at its heart the engagement of people and the creation of a learning organisation, whilst delivering customer excellence. This is now being implemented and rolled out.