Making the Case for Change

Analysing the Current Process to Improve Results

Key Challenges

The client engaged Integrative Growth, Inc. to work with an energy efficiency analytics and program support team from a large, west coast combination natural gas and electric utility. Management felt that the team was in trouble. Errors in their work product, long hours, stress-related illness and absences had plagued the team in recent months.

The Approach

The initial task was to review and improve processes that were broken. Beginning with a review of work artifacts and one-on-one interviews with team members and their management, IG observed and reported that the team’s responsibilities, “what we do,” were unclear, even to team members themselves. IG recommended that the project plan be adjusted to incorporate internal client interviews so that what clients needed and valued from this team could be understood prior to jumping into “how we do it.”

With the results of these interviews, IG identified core processes and prioritized opportunities for continuous improvement. IG also recommended structural changes to the team to provide additional value to clients.

Outcomes

Armed with client and employee input, the team’s manager felt confident making changes to his organization after only weeks on the job.