Lumo Energy's Transformation through Nintex Promapp

Applicable Industries

Equipment & Machinery
Renewable Energy

Applicable Functions

Quality Assurance

Use Cases

Personnel Tracking & Monitoring
Visual Quality Detection

Services

Testing & Certification

The Challenge

Lumo Energy, a subsidiary of Snowy Hydro Limited, faced a significant challenge in documenting its business processes. The company's efforts were hampered by a fast-paced environment, high staff turnover, and ownership issues. The result was a wastage of substantial resources, both time and money, with only 50 completed processes documented in physical folders. The executive leadership lacked confidence in the process documentation and sought a new model for capturing and improving their processes. The company needed a solution that would not only help them document their processes but also promote collaboration and standardization across the organization.

About The Customer

Lumo Energy is a subsidiary of Snowy Hydro Limited, one of Australia’s largest and oldest renewable energy generators. The company operates in Victoria, New South Wales, South Australia, and Queensland. Lumo Energy was facing challenges in documenting its business processes due to a fast-paced environment and high staff turnover. The company needed a solution that would help them document their processes, promote collaboration, and standardize processes across the organization.

The Solution

Lumo Energy turned to Nintex Promapp, a business process management tool, to address their challenges. The company established an Executive Process Improvement Forum to agree on a process governance policy and approach, and to drive Lumo’s Lean Six Sigma improvement program. The tool was chosen for its ability to promote consistent process delivery, staff collaboration, and ownership of aligned processes. Lumo implemented the tool by grouping processes by function rather than by business unit, encouraging staff to think in terms of 'what we do' rather than 'what business unit I’m in'. The second aspect of the implementation was to drive business ownership by getting business owners to prioritize the program and set aside resources to capture processes. The implementation was successful, with the publication of around 500 processes in the first 12 months.

Operational Impact

The implementation of Nintex Promapp led to several positive outcomes for Lumo Energy. The tool encouraged teams to read, use, and improve processes, leading to a more inclusive culture within the organization. The company also saw a significant increase in its Net Promoter Score, a measure of customer satisfaction, and a reduction in complaints. The tool provided a single source of truth for the business, making processes consistent for everyone and enabling the ability to consistently iron out the kinks in a process. Lumo’s quality assessment team also benefited from the tool, as it provided a clear and consistent source of truth for their quality assessments, resulting in improved quality results.

Quantitative Benefit