Leicester City Council

HMEP Collaboration & Change LEAN

Leicester City Council

The project was charged with not only looking at the procedures of how identified defects were repaired, but also the inspection criteria of how these repairs were reported and selected. A LEAN team was established from the different sections of the Highway Maintenance Group.  The members of this team where chosen due to their current role within the existing reactive repair process and also, importantly, their willingness to change.

An existing System Map was created which the team used to refer to when asking, "What does the customer want?" It was soon realised by the group that whilst individual processes and actions made sense to the Council officers involved, when seen through the eyes of the customer our public reaction to highway defects made no sense at all.

See attachment below for full details.

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HMEP Collaboration & Change LEAN Leicester City Council.pdf