Yarra Valley Water is a shining example of how companies can become more efficient, provide better customer service and enable staff to enjoy their work and achieve a better work-life balance.
With 1.5 million customers in Melbourne’s northern and eastern suburbs and a turnover of $350m per annum, Yarra Valley Water is a busy state government owned company operating commercially under a board of directors.
Although the company was operating well, in 2001 management recognised the need to improve efficiency while maintaining high levels of customer satisfaction. To achieve this, they committed to a long-term broad culture change programme designed to deliver excellence in all areas of their business.
The change process was, and continues to be, driven by a strong knowledge that the underlying culture of a business determines its long-term performance.