Bruce was recently engaged by United Utilities to review maintenance operations and implement continuous improvement. He mapped its processes across the business end-to-end and identified four core areas for improvement, including contact centres, back office and supply chain. He realised several quick wins early on, including the implementation of reporting structures for sub-contractors that prevented overcharging – within 12 weeks he had already realised £1m savings. With all contact centres operating disparately, Bruce re-aligned their processes. He created scorecards that could measure KPIs and SLAs, and also encouraged staff to capture more information during calls. This increased customer satisfaction rates to 95% and increased engineering work capacity by 66%. In total, his intervention has delivered a cost saving of £30 million over 5 years.
The Director who engaged Bruce commented “Bruce has great energy – every time he has worked for me he has delivered. Quite simply, he is the best Six Sigma Black Belt that I have met.”
