New management system – creating the conditions to achieve the desired impact

Energy and the environment are sectors in continuous change. Customers have higher expectations for easy and smooth deliveries, while demands for security and information security are increasing. Technology is evolving rapidly, and digitization brings new opportunities. A focus on sustainability is a given. 

Ljusdal Energi delivers electricity, water & sewage, heating, broadband, and waste collection, among other services. The aim is to be a driving force in the development of Ljusdal municipality, to contribute to a good living environment, and to be seen as the local, preferred alternative. 

As a company with seven subsidiaries and owned by a small municipality, it is important to stay focused. Ljusdal Energy has increased the common understanding of its business processes, increased the commitment of managers and employees, improved the improvement process, and created order in its documentation. This has led to increased efficiency, greater individual independence, and a better customer experience. 

“A turning point was when we got the key stakeholders to sit down in the same room to create an understanding of each other’s processes. Then we suddenly had energy and commitment to the improvement work.”


Jesper Söderbäck, Ljusdal Energy

Introduction – creating the conditions

The first steps in Ljusdal Energy’s journey were largely about creating the right conditions. In the first stage, it was decided to procure and implement the document management system CANEA Document, one of five modules in CANEA ONE. Information and metadata were mapped, existing documentation was inventoried, and the system was set up to meet the requirements of the business.

However, it soon became clear that additional efforts were needed to reach all the way. Efficient IT support was not enough, and it was realized that a clear connection to the strategy as well as an improved focus on processes and customers were needed. 

Re-launch with strategic objectives and a master process map

So, it was decided that a fresh approach was needed. The focus shifted to defining strategic objectives and CANEA Strategy was deployed for strategic business reporting. The management team therefore started the process of building consensus around the company´s main process map. Process owners and process leaders were appointed and trained, resulting in increased engagement of stakeholders and staff envolved. 

Process mapping

Work began on mapping the business processes. A large number of workshops were held, but despite high levels of engagement during the workshops, something was missing. Processes became more detailed, but the overall picture and context was lost. 

Shift of focus to whole customer flows

To remedy the feeling that processes were not really connected, a focus event was held over a few days, bringing together key stakeholders to work through complete customer flows, involving multiple processes. This created an understanding and commitment to how the processes were connected and what needed to be developed to make them work better. Realising the interdependencies between different parts of the business and understanding the customer journey through the processes provided many useful ‘aha’ moments. A process team was appointed to take the work forward.

“Working with a process-oriented management system requires patience and a combination of creating the right conditions and seeking impact. For us, it has been good to have a full-service provider who can support us all the way with IT solutions as well as consulting and training.”

Jesper Söderbäck, Ljusdal Energy

Continuous improvement

In order to move forward, Ljusdal Energy worked to establish a systematic approach to continuous improvement. Pulse meetings were introduced to capture large and small issues. The process for driving improvement work was digitized in CANEA Workflow. 

In order to create more momentum in the improvement work and to increase the competence in the organisation regarding improvements and problem solving, a Kaizen event was carried out, where the focus was on selected problems for several days. The results included insights into how the organisation needs to act in order for the customer to perceive Ljusdal Energy’s seven different companies as a whole. 

But the journey is not over. It continues in areas such as digitised project management and streamlining of records, where there are great opportunities for improvement.  

Results and business benefits
  • Consensus on business processes.
  • Increased involvement of managers and staff.
  • Systematic approach to continuous improvement.
  • Order and tidiness in documentation and information.
  • Reduced individual dependency.
  • Improved customer management.
  • Stronger brand – “One Ljusdal Energy”.
 
 
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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.