Written by Veolia Eau France, which manages public drinking water and sanitation services, implemented Lean methodologies to move beyond rigid transformation plans toward a dynamic of continuous, step-by-step improvement.
Central to this shift is the use of an Obeya, a dedicated space where management reviews key indicators (such as safety, quality, and cost control) to ensure they provide tailored solutions to the community at the right price. By adopting gemba walks, leaders have transitioned from top-down management to a culture of mutual learning, directly observing field operations to identify inefficiencies. For example, a simple ergonomic change to a suction truck’s hose connection identified during a gemba walk saved an operator 50 minutes of work time daily.
The transformation also emphasizes operational excellence through meticulous site preparation and administrative flow improvements, which are critical for maintaining public trust. The introduction of “site kits” and daily briefing/debriefing rituals has improved worksite profitability by 10% to 15% and increased the “right first time” rate for worksites to nearly 90%.
Furthermore, by analyzing root causes in administrative processes, the team increased the compliance of preparation files from 20% to 90%. These process improvements have yielded significant results for public service management, including a 50% reduction in lost-time accidents and the liberation of €1.3 million in cash, ultimately doubling customer satisfaction scores.
To read the entire article, go to https://www.planet-lean.com/articles/turning-the-flow-around