Case Studies

Utilities

The Challenge

Prior to outsourcing certain functions within the organisation, there was a need to more fully understand how those functions operated so that existing customer service and performance standards were fully understood.

The Approach

Sysdoc Process launched a programme to capture all processes in the business. Sysdoc trained an internal team in the Sysdoc Process methodology, and designed a Sysdoc KnowledgeBase™ to capture and communicate the information.

The Benefits

Internal people developed the skills to do ongoing process improvement work that contributed to massive improvements in customer service quality.

A strategic decision was made not to outsource, and SAP was integrated to support the end-to-end processes. SAP estimated that the Sysdoc Process and Documentation work had saved the client £3m (NZ$8m) in costs associated with the deployment.