A water services department was re-engineered in order to improve operations and customer service while at the same time reducing operational costs. The Phoenix Water Services Department, Arizona, had a goal of becoming the country's "Best in Class" utility which was set in place when the re-engineering program started in 1996. Teams were established mainly from line employees to evaluate the department's operations and to recommend improvements. A hiring freeze was implemented and normal attrit...

BPIR Categories

14.3.5 Reengineer business processes & systems
3.4.2 Eliminate outdated products/processes/services
9.3.6 Restructure & rightsize workforce
2.4.2 Create and implement outsourcing strategy

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