Developing and Implementing a Performance Measurement System for a Water/Wastewater UtilityDeveloping and Implementing a Performance Measurement System for a Water/Wastewater UtilityThe primary purpose of this research was to provide methods and tools that enable a water/ wastewater utility to develop and implement a performance measurement system based on a demonstrated proven approach. To achieve the purpose, the research was conducted in three phases:
A process (seven-step methodology) was developed based on a Balanced Scorecard approach to develop and implement performance measures both at the enterprise (utility-wide) level and team-based level. Ways to align and coordinate measures throughout the organization were defined for process-based and initiative-based scorecards. The testing of this approach through the utility pilots led to further recommendations for involvement, education, communication and commitment of utility participants for successful performance measurement.
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