Business Case and Performance Improvement Analysis
California Electric and Water Utility
Quintel provided efficiency advisory services to include performance improvement and performance measurement consulting services. In completing this assignment, Quintel interviewed staff in Power generation, transmission, distribution and engineering; Water operations, engineering and construction; customer service, finance and general services areas. We utilized several unique approaches to capture the information required to study these areas in more detail:
1. i. Completed activity survey
1. Distributed to all employees (e-mail or test sessions)
2. Documented employee responses
3. ii. Completed a functional audit of processes
1. Focus groups with multiple user groups
4. iii. Captured and analyzed the client’s data and created data as needed :
1. Reviewed performance metrics, processes, procedures and policies
2. Data estimated based on employee interview
3. Data extrapolated based on available information
4. Prior client experiences and benchmarks incorporated in the generation of workable data for analysis
5. iv. Conducted best practices and peer group benchmarking analysis
Quintel then crafted into recommendations with the associated business cases. The total efficiency savings opportunities identified were in the areas of SAP usage, Fleet Management, Water Order Fulfillment, Billing, Customer Service projects and organization design. These areas amounted to a savings potential of approximately $30 million, or 15% of the current IID operating and capital budget. The area with the greatest potential for savings ($7 million) was the more efficient use of SAP. In addition to these “hard” savings areas, the area of governance (performance measures, policies and procedures, etc.) was identified as a key area that needed to be addressed in order to achieve the savings.
Finally, detailed implementation plans were developed with critical paths identified in order to assist the client in planning its implementation.