Hot times, fights and difficult situation

The sewage disposal of the city of Zürich consists of a sewer system (1000 km; value 5 billion Swiss Francs) and a very modern sewage works (a company with 250 employees). Due to the corruption of one individual, in 1995 a parliamentary fact-finding commission was convened to deal with outstanding legal issues. Uncertainty, rumours, and accusations were creating feelings of distrust and an explosive atmosphere.

The city council charged the consulting team of ARCOM to develop the most appropriate process to implement the necessary changes. Its aims were:

• To ease the tensions

• To develop a new mission statement as well as an appropriate organisation structure

• To support the cultural change towards a goal of consolidation

After two years, the assignment was successfully completed and expectations were exceeded. As a side benefit, a potential for cost-reduction of 100 millions Swiss Francs emerged which resulted in a reduction of fees for the inhabitants of Zürich.

In very difficult situations - such as the public being suspicious of criminal activity in an entire department – it is important not only to come to terms with the past but also to maximize its focus on the future and potential. The project continues to be successful because the ARCOM consultants paid equal attention to the aspects of business administration as well as psychological and political ones.

Kathrin Martelli, City Councillor of Zürich (2005)

Completed by: ARCOM Management Consulting