1. ME Spencer Consulting Group
Improved Performance DELIVERED by Implementing
Solutions that Leverage how the key elements of an
Organization work together
PO Box 7214 Ann Arbor, Michigan, 48107 313- 689- 9767
Ann Arbor, Michigan Park City,

2. ME Spencer Cons ul t i ng Group – Who
We Are
ME Spencer Consulting Group is a management consulting firm offering partnership- based
consulting services to organizations of all sizes. ME Spencer Consulting Group was founded
in 2007 , its senior managers have more than 120 collective years of experience helping
Clients improve productivity, service, quality and cycle times. Personal involvement by
senior staff, as well as, lower up- front costs make ME Spencer Consulting Group ideal for
Clients overlooked or under- served by large consulting firms.
The ME Spencer Consulting Group Advantage – partners with clients’ managers to help
them develop and implement business and management process improvements that deliver
MEASURABLE bottom- line results. We guarantee that the identified improvements will
equal the client’s investment or the difference will be refunded.
– Partner with Front- Line Managers – We recognizes that managers have many valuable
ideas but minimal time to analyze, implement and validate them. We actively promote
managerial involvement, ensuring their buy- in to maximize results for the
organization.
– Project Flexibility – We provides flexibility to structure projects that make sense and
avoid an “all or nothing” approach. This gives the client control over project size,
scope and fees while still achieving significant benefits.
– Implementation – Implementation is critical to project success. Every client has unique
implementation issues and available skills. ME Spencer Consulting Group provides a
wide range of implementation support options that allow the client to pay for only
those services they require while maximizing improvements.

3. ME Spencer Cons ul t i ng Group – The
Process
• Operational Overview
– Low up front investment
– Typically takes 2 – 6 weeks
– Low Key & Non- Invasive
– At Department and/or Functional Level
– Engage Staff, Supervisors & Management for feedback
– Develop Business Case for going Forward
• Detailed Solution Development
– Design Improved Business & Management Processes
– Develop appropriate Tools and Methods to manage the work
– Refine Service / Quality Benchmarks
– Provide a proposal for Strategic and Tactical Implementation Strategies with
Front- line Managers
• Implementation & Presentation
– Work side- by- side with Supervisors and Managers
– Plan – Assign – Follow- up
– Test & Validate New Processes & Tools
– Supervisors & Managers present Implemented Results that are Measurable and
Sustainable to Executives
– Supervisors and Managers take Ownership of the Ongoing Process

4. ME Spencer Cons ul t i ng Group - Presentation
Quotes
Upon completion of each Project, Supervisors and Managers present their results and accomplishments
to the Executive Team. Throughout our process they take ownership of the ongoing organizational,
cultural, process and management changes that have not only been identified but also implemented and
validated. Below are a few comments made during their presentations;
Before
– “I know that I really should spend more time planning and assigning my work” – Department
Manager
– “I don’t think we do a good job of communicating, not only with the staff but thought- out the
organization” – Operations Supervisor
– “Some time ago we developed some standards and passed them on to upstairs, but I’m not sure
what happen to them” – Crew Lead
– “I really don’t have time to get out into the field, maybe once every other month” – Department
Manager
– “I’m not sure how many jobs we do, for those things you need to ask Deb” – Crew Lead
– “We keep track of everything on a spreadsheet, we have lots of them” – Operations Supervisor
After
– As a result of ME Spencer Consulting Group, “I now approach Job scheduling differently, Instead
of only Planning on a weekly basis, we now Plan Daily & Weekly.” – Facilities Superintendent
– “ME Spencer Consulting Group Management Tools are a tangible measuring stick….. Its reminds me
to continuously ‘raise the bar’ and track pending work.” – District Manager
– In using the Daily Planners [there was] “daily collaboration and discussion with the Production
Superintendent about priorities and staff availability.” – Operations Manager
– “By utilizing my Phone Schedule throughout the day and freeing up staff, I’m able to get more
work completed and backlog has gone down.” – CSR Supervisor
– “ME Spencer Consulting Group’s engagement resulted in Improved Communication & Processes and
I’m more hands on now” – Department Manager

7. Operation Review Studies

27. Implementation Results

28. Date:
Leak Truck Foreman / Helper:
PLAN RESULTS
Travel Plan Net Addtl Comp Travel Earned Addtl
Location Activity RE Vol Time Hours Avail Avail Vol Time Hours Avail
Main Leak Repair (S) 0.1 1.0 0.1 8.1 1 0.1 8.1 O.T.
Vac Truck 1.3 1.0 0.1 0.9 1 0.1 0.9 Sick
Truck Pick Up/Drop Off2.0 1.0 0.1 0.6 1 0.1 0.6 Vac
Notify 2.0 1.0 0.1 0.6 1 0.1 0.6 Holiday
Wash Truck 0.5 1.0 0.1 2.0 1 0.1 2.0 CI
Meet
Training
Other Dept.
Wkrs 2
Total 0.7 12.3 13.0 0.7 0.7 12.3 0.7 13.0
Comments: Corp. leaking at 995 Parma. Had to replace saddle/corp. Emergency shutdown notification.
Rich off.
Leak Truck
PLAN RESULTS
Travel Plan Net Addtl Comp Travel Earned Addtl
Location Activity RE Vol Time Hours Avail Avail Vol Time Hours Avail
Truck Pick Up/Drop Off2.0 4.0 0.5 2.5 4 0.5 2.5 O.T.
Service Leak Repair (Street)0.1 1.0 0.1 8.1 1 0.1 8.1 Sick
Field Yard 1.0 1.0 0.1 1.1 1 0.1 1.1 Vac
Vac Truck 1.3 1.0 0.1 0.9 1 0.1 0.9 Holiday
CI
Meet
Training
Other Dept.
Wkrs 2
Total 0.9 12.7 13.0 0.3 0.9 12.7 0.3 13.0
Comments: Micky/Erik pick up U-12 in Tracy.
Locator
PLAN RESULTS
Travel Plan Net Addtl Comp Travel Earned Addtl
Location Activity RE Vol Time Hours Avail Avail Vol Time Hours Avail
Locates M 1.3 1.0 0.1 0.9 1 0.1 0.9 O.T.
Field Yard 1.0 1.0 0.1 1.1 1 0.1 1.1 Sick
Leak Investigation 2.0 1.0 0.1 0.6 1 0.1 0.6 Vac
Wash Truck 0.5 1.0 0.1 2.0 1 0.1 1.0 Holiday
Locates S 6.0 8.0 1.1 2.4 8 1.1 2.4 CI
Meet
Training
Other Dept.
Wkrs 1
Total 1.6 7.0 6.5 -0.5 1.5 6.0 0.5 6.5
Comments: Rich off
LOS ALTOS DISTRIBUTION PLANNING TOOL
24-Mar-08
94%PROD %
Net Available
93%
EXCEPTIONS
Net Available
MICKY/ERIK
JIM
PROD % 98%
JOSH/LEE
PROD %
Net Available
EXCEPTIONS
EXCEPTIONS
Locator:
Foreman / Helper:
Utility Worker UW:
PLAN RESULTS
Travel Plan Net Addtl Comp Travel Earned Addtl
Location Activity RE Vol Time Hours Avail Avail Vol Time Hours Avail
O.T.
Sick
Vac 6.5
Holiday
CI
Meet
Training
Other Dept.
Wkrs 1
Total 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Comments: Rich vacation
Utility Worker UW:
PLAN RESULTS
Travel Plan Net Addtl Comp Travel Earned Addtl
Location Activity RE Vol Time Hours Avail Avail Vol Time Hours Avail
O.T.
Sick
Vac
Holiday
CI
Meet
Training
Other Dept.
Wkrs 0
Total 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0
Comments:
Storekeeper Storekeeper:
PLAN RESULTS
Plan Net Addtl Comp Earned Addtl
Location Activity RE Vol Hours Avail Avail Vol Hours Avail
Deliver Parts to the Field1.0 1.0 1.0 1 0.5
Workflow from G.O. Account (Pay Invoice)2.0 1.0 0.5 1 0.5 Sick
Store Charges, Issues (1199)12.0 4.0 0.3 4 0.3 Vac
Clean Storeroom / Yard1.0 1.0 1.0 1 1.0 Holiday
Deliver Parts to the Field1.0 1.0 1.0 1 1.0 CI
Dig Alerts 30.0 12.0 0.4 10 0.3 Meet
Email 12.0 17.0 1.4 12 1.0 Training
Hazardous Waste Handling1.0 1.0 1.0 1 1.0 Other Dept.
Receive Materials 6.0 2.0 0.3 2 0.3
Wkrs 1
Total 7.0 6.5 -0.5 6.0 0.5 6.5
Comments:
PROD %
Net Available
EXCEPTIONS
PROD %
39.0
2.0
Net Available Hours 37.0
Total Plan Hours
95%Productivity %
Additional Available Hours39.0
Total Earned Hours
Total Available Hours 45.5
OPERATING REPORT
PROD %
Rich
EXCEPTIONS
Net Available
MARK
92%
EXCEPTIONS
Net Available

29. 1” Meter Changes: 16
11/2” Meter Changes: 3
Hydrant Clean & Paint: 2
Hydrant Reset: 4
Main Leak Repair: 1
Service Leak Repair: 4