RESOURCE LOADING TOOL EFFECTIVELY SUPPORTS AKRON'S CHANGE MANAGEMENT PROJECT
Abstract:Akron Public Utilities Bureau (APUB) is redesigning its business practices, technology, and organizational structure in order to improve service levels and become more competitive. One fundamental business change has been to develop empowered “Work Teams,” a strategy which prescribes that the staff closest to the work can help decide how it should be executed, as long as the means chosen remains within APUB's predefined performance guidelines. Numerous benefits have been achieved from the new organizational structure. The implementation has also been challenging due to:
Extent of organizational change
Number of employees impacted
Communication challenges in a 24/7 operation
Work practice traditions developed over 75 years
Aging workforce not comfortable with change
APUB engaged EMA, Inc., to help with implementation of the new organization structure. EMA provided a Resource Loading tool to capture APUB's existing workload and illustrate it in a clear, logical manner. This enabled APUB to analyze and redefine the “right” work needed to support optimized business processes. As a result, APUB was able to:
Eliminate work that was not value-added
Reduce tasks that provide low value
Create new value-added work tasks
Develop up-to-date standard operating procedures
The Resource Loading tool provided APUB with a road map to help redistribute the work to the new Work Teams.
Document Type: Research Article
Publication date: January 1, 2004
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