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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. We 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 £3 million (NZ$7.5 million) in costs associated with the deployment.