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ENERGY & UTILITIES

The imperative to drive efficiencies in core operations has never been so important. AMP6 and RIIO have set challenging targets and a clear focus on delivering outcomes for customers and stakeholders.

We work alongside turbine engineers, linesmen, rig operatives, metering technicians, customer services agents and with the boardroom to help:

  • Deliver complex capital programmes efficiently

  • Transform retail and customer-facing service delivery to reduce cost and enhance customer experience

  • Drive savings and service improvements across the supply base

  • Maximise asset availability by working more effectively in the field

Click on the images to read more details.

Capital

Capital Programme Efficiency

Design

We have worked to unlock value across build programmes by addressing the root causes of deficiencies and delays. We work on the frontline to drive significant improvements in the rate of design delivery, while dramatically reducing errors and the need for change downstream.

 

Our team understands the challenges of system-oriented design, part-oriented manufacture, area-oriented production and system-oriented commissioning. We address the problems of information flow between different functions and different design areas, developing and modifying business processes and systems to sustain improvements.

 

Build

We take a unique approach when assessing the performance of complex programmes.

Using a variety of value-measuring techniques, we gauge how the many facets of a

complex project impact both current and future construction.

 

We have a deep understanding of labor-intensive construction processes, with experience

in optimising labor hours, material flow, product quality, and on-time delivery – from highly

regimented Takt-driven, lean pulse lines, to long-duration, complex and unpredictable

construction and refurbishment facilities.

 

During our work, we foster a culture of continuous improvement. Client teams are encouraged and trained to take ownership of new systems and processes so that the lasting financial benefits of our programmes continue to be realized over the long-term.

Engineering change

A major challenge to complex programmes is the management of engineering change. Change is responsible for causing schedule delays and cost escalation, and its impact greatly increases after each stage. We focus on:

  • Understanding the true scope of work

  • Challenging root cause

  • Reducing cycle time to process change

  • Providing visibility of upcoming change

  • Reducing the impact of engineering change

Field operations Origami
Customer Services

Customer Services and Retail

We have experience in a wide variety of customer service centers and contact centers – from booking lines and order taking, to telesales and telemarketing, complaints handling, and remote technical assistance. Our typical projects deliver 10-30% savings in headcount while also improving service levels for customers.

 

Our range of expertise includes:

  • Demand analysis and forecasting

  • Telephony and ACD design and optimisation, including skills-based routing and virtual networks across a range of software and hardware platforms

  • Inbound, outbound and multi-channel centers

  • Workforce management:

  • Rostering and capacity design, including Erlang and other statistical methods

  • Sickness management

  • Performance management, reviews etc.

  • On-the-day agent availability management

  • Performance reporting, management information and key performance indicators (KPIs)

  • End-to-end process redesign and improvement:

  • Decision support tools and scripting

  • Elimination of failure demand and double handling

  • Complaints handling and management

  • Organisational design including structures and incentives

 

Throughout the process, we collaborate side-by-side with local teams and managers to ensure our conclusions are valid and the plan we're about to embark upon, workable.
Our unique, hands-on, detailed approach allows us to design the most cost-effective and optimal operating models with our clients.

Asset

Asset Operations and Maintenance

Asset Maintenance

Maximising asset availability without increasing costs is a critical priority. We have proved time and again that organizations can increase the efficiency and effectiveness of their maintenance, repair and overhaul teams.

We have a deep understanding of the labor-intensive processes involved, with experience of optimising labor hours, material flow, product quality and on-time delivery.

We identify and fix the root causes of operational problems through gaining a complete understanding of our clients' maintenance and refit/ refurbishment operations.

During our work, we foster a culture of continuous improvement where client teams are encouraged and trained to take ownership of new systems and processes so that lasting financial benefits can be achieved over the long-term.

Field Operations

Our projects enhance the process and workforce efficiency as well as customer experience – all areas of a business where improvements make the biggest financial impact.

Procurement

Procurement and Supply Chain

Bought in goods and services can account for up to 50% of the cost base within a services organization. Hand-in-hand with Origami's operational improvement team, the Procurement and Supply Chain team ensures that no stone is left unturned in order to deliver savings and service improvements right across the supply base.


Our approach starts with completely understanding our clients' core objectives, as well as their current business state before proposing opportunities. We then work hand-in-hand with client teams to ensure benefits are delivered, hit the bottom line and are sustainable in the long-term.

 

We develop real value by working from the bottom-up, deeply understanding each element of the supply chain. We don't just focus on price or supplier margin alone. With our in-depth knowledge of cost drivers, market trends and a total cost of ownership mentality, Origami ensures the supply chain is working as hard as it can.
Areas we cover include:

  • Insourcing vs. outsourcing

  • Demand management

  • Consolidation, standardisation and rationalisation

  • Purchase to pay best practice and technology solutions

  • Supplier relationship management approaches and tool

  • Category management across all spend areas:

  • Facilities – cleaning, catering, maintenance, security

  • IT & telecoms – fixed line and mobiles, hardware and software and contractor spend

  • Office costs – refurbishment, furniture, stationery, printing solutions

  • Marketing – creative, print, PR, advertising

  • Temporary staff – agency, bank, locum

  • Travel – air, rail, fleet, hotels and venues

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