In 1997 faced with rapid change and increased competition United Utilities Service Delivery (UUSD), which owns and operates licensed electricity distribution, water and wastewater assets in north west England, adopted the EFQM Excellence Model in its Service Delivery operations. The EFQM provided an umbrella for organisational initiatives and ensured duplication did not occur. New initiatives were evaluated for their impact on business results (both financial and non-financial). The EFQM deliver...

BPIR Categories

14.3.4 Conduct a business excellence assessment.
14.3.2 Implement an improvement approach/method/technique
15.1.1 Strategy success measures & performance indexes

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