Operational Performance Improvement services for utility companies

Trinity Horne optimises the operational performance of leading Utility Companies    
Since privatisation the UK’s utility market has evolved from being an often derided public service into the highly competitive sector it is today.
This evolution driven by sustained regulatory pressure, and in the case of energy supply - market pressure, has required wholesale change. Companies have had to reduce operating costs, improve capital assets, improve service and radically change culture.
Trinity Horne has worked extensively within the sector helping some of its leading players through this change curve to deliver outstanding operational performance.     
Why Trinity Horne?
Trinity Horne helps leading Utility companies achieve competitive advantage through operational excellence.  Our innovative approaches and actionable information models enable increased customer satisfaction and profitability.  With an emphasis on integrating management systems, process design and behavioural change, we immerse ourselves in clients’ day-to-day activities to transfer sustainable change and demonstrable ROI.  
Process Improvement
Having worked in the sector for the last 15 years Trinity Horne can combine their well developed knowledge of standard utility processes with Lean Sigma an accepted process improvement methodology.  Lean Sigma provides powerful tools for simplifying processes, reducing waste, eliminating non-value-adding steps and root causes, optimising essential process steps, reducing variation and lowering cycle times. 
Trinity Horne has knowledge and experience of the following processes:

Water
Clean and Waste Water Treatment
Distribution and Leakage
Asset Management
Maintenance (ME&I)
Engineering
Customer Services (Call Centres, Billing and Debt Recovery/Metering)

Gas Distribution
Emergency
Repairs
Replacement
ME&I
New Connections

Electricity Distribution
Restoration (Opex)
Repair and Maintenance (Opex)
Asset replacement (Capex)
Network re-enforcement (Capex)
New Connections (Capex)

Energy Supply
Call Centres
Billing
Debt Recovery
Metering

Leading edge demand forecasting, capacity planning, reporting and dynamic work management is made possible by Trinity Horne’s Red Owl® performance management software.  Red Owl® is a packaged application that guides evidence-based decisions on people and process.  Structured information can be readily digested on lost time due to re-work, performance failures and process inefficiencies. 
MasterCoach® is a performance improvement programme for 1st and 2nd line managers.  Through a combination of management development, accelerated performance coaching and on-the-floor support, MasterCoach® has been used to cement behavioural, process and cultural change within customer service, sales and with field based staff. The methodology has been well proven with large teams of industrial staff.     

Benefits
Trinity Horne equips managers with the skills, tools and confidence to proactively drive operational performance improvement.  We provide a roadmap on how to increase ‘effective’ time within teams by reducing the proportion of ‘lost’, ‘wasted’, ‘administration’ and ‘unavailable’ time.  By measuring performance at an activity level, Trinity Horne helps its utility clients precisely track and forecast demand to capacity.
Trinity Horne’s integrated suite of process design, management systems and behavioural change solutions promises tangible results, such as:

• An ROI of between 3-5 to 1;
• Projects are usually cash flow neutral within one year;
• Continual operational improvement and development;
• Capacity release of between 10-35%.

Trinity Horne’s potential to permanently alter the culture, work practices and behaviour of our clients’ managers and teams is validated by a commitment to underwrite bottom-line improvement objectives. 
Standardised planning and reporting enables detailed analysis of effective performance and facilitates end-to-end process improvement.  
Our philosophy is simple – to optimise processes to achieve substantial, quantifiable improvement in terms of cost, compliance, quality, service and speed.
Our focus on behavioural change facilitates the improvements and provides an platform for sustainability.