engagement profile © 2015 Marchment Hill Consulting All Rights Reserved Page 1 Re-designing core operational processes to incorporate a new service delivery model the challenge Our client is an electricity distribution business in New Zealand that recognised that changing market conditions for capabilities required a shift in the way they resourced their work program. In response the business designed and executed a strategy to in-source a significant element of their external Construction and Maintenance services. For over a decade, our client used process engineering techniques (and associated ISO 9000 accreditation) to both understand and drive performance. Business processes geared toward managing external contractors were not suitable for elements of the recen

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