Anonymised case · Utilities
The right answer was training — not more technology
Upstream prevention and a quantified business case instead of a back-office automation solution.
The challenge
The operational challenge
Smart-meter installation failures created downstream operational work and avoidable demand.
The key question was whether the failure should be prevented upstream rather than processed faster downstream.
The work
What Leania did
- Used Gemba observation, value-stream analysis and stakeholder discovery.
- Traced avoidable work to upstream call handling and installation preparation.
- Developed a business case for targeted training and a small call-time increase rather than new technology.
The evidence
Outcome and evidence
The business case estimated £150,000 benefit by 2020 against approximately £5,000 annual running cost.
The forecast payback was about two months; realised savings were not evidenced.
£150,000Annual value forecast in the approved business caseForecast in the business case, not a measured result.
Approx. £5,000Annual running cost forecast in the same business caseForecast in the business case, not a measured result.
Take it away