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United Utilities is a leading provider of water, wastewater, and electricity services. With a focus on results and customer satisfaction, they have implemented the UCan workshop program to unlock employee potential, break down silos, and create a high-performance culture. The workshops, facilitated by internal and Estonian trainers, emphasize self-awareness, values, and improving team culture. The program has achieved positive results and is sustained through ongoing efforts to challenge wrong behaviors, measure progress, and celebrate successes.
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INTRODUCTION TO UU • 18,000 employees • £1.9 billion turnover • Supply water & wastewater services - 3 million customers • Distribute electricity - 2 million customers • Manage water and wastewater treatment plants internationally – Estonia, Bulgaria, Poland • Handle 360 million minutes of telephone calls each month
Silo mentality & tribal Brains left at the door Focus on processes Focus only on assets Slow moving Not invented here Bureaucratic Fearful & negative Corporate ownership Staff potential unlocked Focus on results Focus also on customers Quick to respond Embrace others’ ideas Keep it simple Positive & forgiving WHY DO THIS? Create a high performance culture
VISION AND VALUES Our vision Our values To be an outstanding provider of services that make life better • W orking as a team • E steem for the individual • C ustomers are our business • A mbitious • R esponsive and responsible • E nterprising
WORKSHOP LOGISTICS • All teams starting with Executive Team • Exactly the same format for all • 53 internal UK based facilitators trained • 2 day UCan workshops completed - January 2003 • 1 day follow up days completed - May 2003 • 7500 people attended workshops – 8 different venues • 6 Estonian facilitators trained from May – July 2003 • Estonian workshops completed by November 2003 – 14 workshops and 350 people
THE WORKSHOPS • Unlocking the potential of our people • Unfreezing the organisation • Focus on self awareness • Creating insights • Sharing personal stories • Discussing “priority” items and the values • Discussing how to improve the culture within working teams link
THE UCAN PROGRAMME The Workshops Dealing with ‘how’ we behave The Values Defining ‘what’ the values mean to United Utilities Putting the United into UU Pulling United Utilities together to achieve the common vision Communications Workstream
PROJECT TEAM TOPICS • Induction • Business Awareness • People Manager’s toolkit • UCan Coach • Performance Management • Uniting UU • Employee Opinion Survey • UCan Champions • Flagship sites
AND THE REST…… • ‘Not invented here’ syndrome • Consistent buy in from the top • Not ‘walking the talk’ • Wrong behaviours not challenged, or actually being rewarded • Seen it all before
SOME OF OUR LEARNING • Leader(s) sponsorship • Integrated core values • Measurement • Communication • Need for honesty • Top down and bottom up • ‘One off’ initiative • Constantly reinvigorate the programme • Celebrate your successes • Emotional engagement
AND TALLINNA VESI? • Shadow of the leader • Excellent facilitators • Estonian interpretation of the core values • Superb preparation • Eagerness to get involved • Improved atmosphere with management group • Recognition that it is more than workshops
