Strategic challenge
FARYS provides services in the public domain for cities and municipalities. FARYS is the overarching name for the activities of the intermunicipal partnerships of TMVW and TMVS and the activities of CREAT CV. TMVW is entrusted with the following activities: drinking water distribution and transport, sanitation and management of sport facilities. TMVW is responsible for the operation, maintenance and necessary investments in drinking water supply. The disposal of waste water is organised within the sanitation. In order to serve all participants (cities and municipalities) and their inhabitants efficiently, TMVW has divided the working area and associated services into four working zones (Ghent, Ronse, Bruges and Asse), which are part of the Domain Services Department. Although similar activities are carried out within the four zones, each zone worked partly in its own manner.
In 2019, TMVW asked an external and independent party to carry out an audit of the operational efficiency of the domain services to lead to an optimisation of the project and exploitation teams. Initially, the study was limited to zone Asse (including associated antenna in Zaventem). Subsequently, the findings within the project assignment were examined in the other zones with the aim of formulating an integrated proposal for optimising the operations in the different zones.
Approach
In order to get a better understanding of the current operations of the zones, Möbius started the project with structured interviews and process walks among employees at every level of the organisational structure. Subsequently, thorough analyses were executed on the basis of available data in order to objectively check all information obtained from the interviews and observations and to identify improvement proposals.
After generating a detailed list of all the prioritised proposals, Möbius formulated a number of important improvement possibilities regarding the operation of the zones. These were developed in detail together with the main stakeholders in order to establish a supported action plan.
After the successful study phase, the implementation phase is also facilitated by Möbius. The implementation is divided into several work packages, each with their own internal supervisor. The supervisors meet regularly in the program team, in which the different work packages are followed up and gradually implemented.
Results
Möbius compiled a list of more than 50 improvement actions concerning the optimisation of project and exploitation teams in the different zones. From this list, proposals with the greatest impact on internal efficiency and customer and employee satisfaction were further elaborated. These will be implemented with the support of Möbius. They concern:
- Efficient planning via a state-of-the-art planning system and streamlining of the process
- Optimisation of the organisational structure with a focus on efficient communication, cooperation and decision making
- Optimising the organisation & dispatching of the assignments
- Geographical positioning of zone offices and warehouses, division of operating zones and distribution of partners over the operating area
- Possibility to leave from home with corresponding impact on logistics and culture
- Further development of managerial skills and working autonomously
