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.
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