During a complex divestment, a utilities organisation chose not just to separate but to strengthen. With leadership committed to using the transition as a catalyst for improvement, Lancia Consult partnered with the business to redesign its operating model. In this case study, discover how the team worked to streamline workflows and create a clear, practical roadmap for operational excellence and sustainable growth.
Lancia Consult’s client, a utilities organisation, was navigating a complex divestment and recognised the opportunity to transform its operations for future success. The leadership team saw an opportunity to address legacy processes, unclear responsibilities, and limited cross-team collaboration, which were hindering efficiency, the customer experience, and the development of a strong platform for further growth.
Through a dedicated discovery project, the team met a broad range of team members and leaders across the departments. Together, they identified pain points and opportunities, mapped future processes, and clarified roles and priorities.
Through this process, they developed a to-be organisational model across People, Roles, Processes, Ways of Working, Governance and Data. The approach was practical and phased, with a strong emphasis on ownership, collaboration, and data-driven decision making.
The impact of this? The client now benefits from a clear roadmap for operational excellence and cost savings, with immediate improvements already underway. Team visibility, ownership, and collaboration have all increased, and significant cost-saving opportunities have been identified. Most importantly, the business is now better positioned to deliver outstanding customer service and support future growth. The discovery phase has laid the foundation for ongoing improvement and a more agile, customer-focused organisation.
Are you navigating a complex divestment or seeking to change your operating model? Learn how a structured discovery project can help you turn transition into a long-term advantage for your organisation. Connect with Lancia Consult’s Business Change experts today.
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