Transforming Results

Business Process Specialists

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ErongoRED Revolutionising BPM and Service Delivery About ErongoRED ErongoRED is a dynamic and efficient commercialised electricity distributor for the

Erongo Region, ErongoRED was formed by merging the services of electrici-

ty distributors from various municipalities and town councils in the Erongo region.

ErongoRED distribute and supply electricity through economies of scale, pooling

of human and operational capital resources to ultimately stabilise electricity prices

and ensure reasonable, affordable and cost reflective tariffs to electricity consum-

ers .

www.erongored.com

The Challenge

ErongoRED lacked comprehensive business processes in a structured, formal and

well-documented format, including documentation relating to many of the organi-

sation’s key business processes which were a critical dependency for the success-

ful implementation of ErongoRED strategic plan.

The lack of consistent processes led to different levels of service delivery to cus-

tomers and increased costs to ErongoRED. In addition stake holders within the

different departments of ErongoRED did not have a view of the processes across

verticals which undermined teamwork and resulted in delay of delivery to custom-

ers. The non-existence of documented processes resulted in identical processes

being actioned differently which resulted in delays and increased cost to the com-

pany.

The Solution

ErongoRED partnered with Enhance Consulting on a project to deliver the devel-

opment and documentation of the organisation’s business processes. This project

entailed the training of key stake holders within ErongoRED in the theory and

practice of business process management and reengineering. Thereafter work-

shops were conducted to review the existing processes, as understood by all with-

in the organisation, the documenting and mapping of those processes and the re-

design and re-engineering of the processes, for short and long term benefit of the

organisation. The main goal the project team delivered was that of skills transfer

within the set parameters of the organisation.

The Benefits

The Business Process Design & Re-engineering project implemented delivered

numerous short and long term business and operational benefits including – very

specifically – the up-skilling of Erongo REDs executive and operational manage-

ment.

ErongoRED now have a comprehensive set of documented processes, which help

them to deliver consistently high levers of service to customers, and enables the

management to measure efficiency and effectiveness of their teams and depart-

ments.

Summary

Customer: ErongoRED

Headquarters: Walvis Bay, Erongo,

Namibia

Industry: Energy Utility

Areas Improved:

Operations, Customer Services, Pro-

curement, Human Resources, Tech-

nical Support

Size of Company:

400 Employees

Challenge: To partner with ER to

achieve their goal to be the most efficient

and effective Regional Electricity Distrib-

utor in Namibia and to be able to achieve

improvements in critical measures of

performance through the rethinking and

redesigning of ER’s business processes .

Intervention (s) Deployed:

BPM Training

BPM and BPM Workshops

Implementation Report

Benefits:

N$4m cost saving per annum

Increased Customer Satisfaction

Scores

Reduced operational delivery to cus-

tomers

More empowered and motivated staff

Notable increase in service delivery

Enhance provides a full suite of expertise and

services to guide you through the full lifecycle

of a transformation initiative or through a

specific project. Our services framework is

modular and flexible so that projects can be

tailored to your exact needs. www.enhancecall.co.za

Cell: +24 84 264 1995 Direct Line: +27 (0) 11 794 5113

Direct Fax: +27 (0) 86 667 1017 Email: bryan@enhancecall.co.za

or bern@enhancecall.co.za

Number One - 151 Dale Lace Avenue, Randparkridge, 2196, RSA

P.O.Box 59, Welobie, 1714, RSA