Reviewed existing performance measures and reporting mechanisms across different parts of the operational business.
Developed a set of Transition KPIs to guide operational teams during the go-live phase when implementing Oracle Field Service Cloud.
Advised on how best to implement a revised performance framework and work with operational team to embed the change.
Northumbrian Water (NWL) wanted to measure and communicate the expected path of field operations performance during the period when a new scheduling solution was implemented. There was a need to harmonise measures across the operational business.
We reviewed existing performance measures, identified important KPIs for the transition and used our experience to forecast the trajectory over go-live. This was supported by an enduring model for field operations performance management and recommendations for implementation.
We delivered a gap analysis review of the existing approaches, together with a recommended performance framework for both Transition and BAU states. This was supported by a detailed set of considerations for implementation, setting the project team up for success.
NWL was able to measure its performance against the Transition KPIs before, during and after go-live, having already shared our expert forecast with key stakeholders. Changes in operational performance were predicted and gave confidence to the impacted teams.
“ This project has delivered comprehensive, actionable recommendations and laid the foundations for improving our enduring performance measures and operational scorecards. The outputs were well received and grounded in a deep understanding of our business and opportunities