The Athens Water Supply and Sewerage Company (EYDAP SA), appoints TREK to re-organize its processes, especially those regarding customer service and hot-line support.
The Athens Water Supply and Sewerage Company (EYDAP SA), appoints TREK to re-organize its processes, especially those regarding customer service and hot-line support. Project deliverables are the exact malfunction detection into the logical framework of customer support processes (end-to-end), specification of efficient work-flow, as well as quantification of personnel duties. Based on findings and synthetic BPR diagnosis, a scenario building on different action planning for re-organization will be assessed.
The Athens Water Supply and Sewerage Company (EYDAP SA), http://www.eydap.gr/ is the largest company in Greece operating in the water market. EYDAP SA, listed in the Athens Stock Exchange, supplies approximately 4.000.000 inhabitants of Attica with potable water, through an extensive network that includes 1.796.500 metered connections and a total length of 7.940 km. The sewerage sector similarly serves 3.300.000 inhabitants, with a total network length of 5.800 km.
TREK was appointed to re-organize customer care & support services of EYDAP, the most demanding and sensitive department of the Organization. Project phases include: At phase 1: Detailed analysis of the existing processes and work-flow end-to-end from customer inquiry until feedback and work performed by the back office various departments. Cross function processes and relay of information across the logical chain of duties. Technological infrastructure utilized for the efficient operations and overall readiness. Phase 2 is synthetic diagnosis and process modeling, as well as the design of a dynamic assesment system in favor of efficiency. Phase 3 is a set of discrete scenario building with "pros & cons" and set of indicators for each business model to be applied within the Organization.
Project duration is 3 months, starting as of early June 2006