Clermont Auvergne Métropole: developing managerial practices to serve the customer

• Sector: Public-sector
• Client: Clermont Auvergne Métropole
• Offer: Consulting - Lean Management

The challenge: Accompany the transformation of the public sector in the service of the user

• Improve the level of accessibility and safety of the metropole's sorting sites for users.
• Transform the job of waste collection center attendant into a role of sorting mediator.
• Increase the rate of waste reclamation.
• Benefit from the transformation of a first site to a so-called "flat" management mode to initiate the transformation of subsequent sites.

The solution: use Lean management tools and methods to :

• Capture the needs of the user and the agent
• Consider the reality on the ground and initiate effective action plans
• Resolve issues collectively
• Evolve managerial practices
• Continuously improve continuous improvement

Results

• Teams are free to speak out and work together to find solutions to improve customer service
• Visions on working conditions in waste collection centers are aligned between trade unions, agents and management
• The reflex to put the customer at the heart of our thinking
• The renewed meaning of the public service mission and the collective
• The renewed trust between agents and managers

[REPLAY] Discover the testimonial of our customer, Clermont Auvergne Métropole, who looks back on two years of collaboration.

What were the context and challenges for Clermont Auvergne Métropole at the start of the transformation? How did the teams appropriate the lean management tools? What changes have managers/supervisors noticed? What prospects are now open to the Metropole?