Skip to main content

Performance Measures: Going Beyond Competitiveness

Buy Article:

$17.50 plus tax (Refund Policy)

Or sign up for a free trial


Traditional performance measurement systems have their roots in the industrial age governed by a system of quarterly and annual financial reports. In the information age, utility managers need a system to translate the organization's mission and strategy into a comprehensive set of performance measures that provide the framework for strategic measurement in management systems. This paper will present a balanced scorecard approach for measuring organizational performance across four perspectives: financial, customers, internal business processes, and learning and growing. This paper will show how performance measurements can be used in this balanced format to measure not only the efficiency and competitiveness of a utility organization but more importantly be utilized to measure the effectiveness of carrying out the missions and strategies or the organization from both an internal and external customer perspective.

This paper will define a process for taking the organization's vision and translating it to a specific business strategy with definable outcomes and performance measures around these four balanced areas for measuring success and implementing the strategies. Examples from the Sarasota County implementation of this program across its water and wastewater and solid waste programs will be utilized to illustrate the process.

Document Type: Research Article


Publication date: January 1, 2002

More about this publication?
  • Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed.

    WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access.
  • Subscribe to this Title
  • Membership Information
  • About WEF Proceedings
  • WEFTEC Conference Information
  • ingentaconnect is not responsible for the content or availability of external websites

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
Cookie Policy
ingentaconnect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more