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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 These proceedings are not peer reviewed.

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Publisher: Water Environment Federation

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WEF/AWWA Joint Management 2004

Session 2: Operations Efficiency

TOOLBOX APPROACH FOR WORK PROCESS IMPROVEMENTS
pp. 1-6(6)
Author: Johnson, Laura J.

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MANAGED COMPETITION IN CANADA
pp. 7-17(11)
Authors: Misurka, Kristin; Zamojc, Mitch; Khan, Carlyle

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REDUCING COSTS FOR YOUR UTILITY
pp. 24-29(6)
Author: Nelson, Mike

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Session 3: IT and Maintenance Management

TECHNOLOGY-BASED TRAINING: POINT, CLICK, CREDIT Web-Based O&M Training Leads Change in Columbus, OH
pp. 30-38(9)
Authors: Donahue, Colleen M.; Osthues, Gregory J.; Sinning, Thomas I.; Cruden, Donald O.; Tegethoff, Laura

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WORK MANAGEMENT, CMMS, AND ORGANIZATIONAL PERFORMANCE: MYTH VS. REALITY
pp. 39-53(15)
Authors: Anderson, Steve; LeClair, Ed

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MAINTENANCE EXCELLENCE: AN EFFECTIVE COST-CONTROL TOOL FOR WATER AND WASTEWATER UTILITIES
pp. 54-62(9)
Authors: Cook, John B.; Smith, Ricky A.; Mitchell, Parker

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Session 4: New Partners for Utilities

WATER AND SEWER UTILITY PARTNERING WITH WHOLESALE CUSTOMERS
pp. 91-105(15)
Author: Nagel, Ryan W.

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THE BEST OF BOTH WORLDS: A NEW PUBLIC-PRIVATE PARTNERSHIP MODEL FOR LARGE UTILITIES
pp. 106-113(8)
Authors: Swisher, Laura A.; McLeod, John N.; Halleman, Mark

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FILLING THE GOOD WILL RESERVOIR
pp. 114-124(11)
Authors: Katz, Sara M.; Tennyson, Patricia A.

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Session 5: Emerging Issues

The Research Results Are In: Top 10 Megatrends Defined!
pp. 125-133(9)
Authors: Brueck, Terrance M.; Manning, Alan W.

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KNOWLEDGE MANAGEMENT FOR PUBLIC UTILITIES: A STRATEGIC APPROACH FOR THE RETENTION OF INTELLECTUAL CAPITAL
pp. 134-139(6)
Authors: Baker, Kelvin L.; Perez, Albert L.; An, Jeff

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Session 6: Management

CONNECTING THE DOTS: MAKING MANAGEMENT THEORIES WORK
pp. 154-159(6)
Author: Mestayer, Kathi

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TRANSFORMING A COUNTY SANITATION AUTHORITY INTO AN HIGH PERFORMING ORGANIZATION
pp. 160-180(21)
Authors: Danielson, Todd A.; Hammes, Dale C.; Thoesen, Richard C.

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TOTAL MANAGEMENT PLANNING – A TOOL FOR OPTIMIZING YOUR WATER BUSINESS
pp. 181-191(11)
Authors: Jones, Kerry; Hughes, Aneurin

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IMPLEMENTATION OF WATER INDUSTRY REFORMS BY QUEENSLAND LOCAL COUNCILS
pp. 192-200(9)
Authors: Jones, Mr Kerry; Adam, Mr Chris

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Session 7: Managing Water

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CAN WATER QUALITY TRADING HELP MANAGE THE LAKE LEWISVILLE RESERVOIR?
pp. 208-221(14)
Authors: Bacon, Elise; Autenrieth, Robin; Olivera, Francisco; Adams, Robert; Bastian, Michael; Pearson, Norman; Weig, Becky; Banks, Kenneth

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Session 9: Benchmarking

MEASURING EFFICIENCY AND PRODUCTIVITY OF WATER AND SANITATION SERVICES – A BENCHMARKING EXERCISE IN PORTUGAL
pp. 228-246(19)
Authors: Marques, Rui Cunha; Monteiro, António Jorge

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A WHOLESALE SEARCH FOR BENCHMARKS AND SOUND OUTSOURCING DECISIONS
pp. 247-258(12)
Author: Kennedy, Jonathan M.

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Session 10: Leadership

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FROM MANAGEMENT TO LEADERSHIP, UNLOCKING THE LEADER WITHIN YOU
pp. 276-291(16)
Author: Ball, Timothy L.

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Designing a Utility Leadership Development Program
pp. 292-302(11)
Authors: Peterson, Joanne; Gale, Diana

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REFLECTIONS ON THE SECRET OF SUCCESS AND IMPROVEMENT
pp. 303-312(10)
Authors: Caston, Mike; DiAntonio, Bob

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Session 11: Financial Planning and Management

DEVELOPMENT FEE TRENDS AND TUCSON CASE STUDY
pp. 313-329(17)
Authors: Galardi, Deborah; Buus, Barbara; Cormier, David; Smith, Tyson; Freilich; Leitner, Carlisle

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DO YOUR UTILITY RATES SUPPORT YOUR BUSINESS OBJECTIVES
pp. 330-342(13)
Author: Stannard, William G.

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Session 12: Customer First

IMPROVING CUSTOMER SERVICE USING VOICE OVER IP TECHNOLOGIES
pp. 372-386(15)
Authors: Mayers, Scott A.; Flannelly, Patrick; Zavadil, R. Craig

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CREATING A CULTURE OF SUSTAINED CHANGE AND CUSTOMER SATISFACTION
pp. 410-433(24)
Authors: Witten, Mitch; Kirk, Pat C.

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Session 13: Innovating IT With Internet

Developing an e-Business Strategy for Public Sector Utilities
pp. 438-447(10)
Author: Lackmann, Richard K.

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WEB-ENABLED PROGRAM MANAGEMENT FOR SAN ANTONIO WATER SYSTEM
pp. 448-464(17)
Authors: McNitt, John; Kleene, Wes; Nanninga, Aubie; Au, Tat; Brinkmann, Mike

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Session 14: Utility Rates & Pricing

Columbus, Georgia Development Selection and Implementation of an Effective Rate Structure
pp. 465-478(14)
Authors: Turner, Billy G.; Raftelis, George

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UTILIZING 360 DEGREE FEEDBACK IN CONNECTION FEE DEVELOPMENT
pp. 479-488(10)
Authors: (Tony) Parrott, James A.; Malesky, Carol

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Session 15: Asset Management

FITTING YOUR CAPITAL PROGRAM TO YOUR CUSTOMERS’ NEEDS
pp. 489-500(12)
Authors: Harlow, V. Kenneth; Dennis, Peter; Robles, Ruben; True, Brian

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THE ASSET MANAGEMENT PROMISE: SEVEN STEPS TO REDUCE O&M COSTS THROUGH CAPITAL INVESTMENT
pp. 501-518(18)
Authors: Bloomfield, Priscilla; McDonald, Steve; Houghton, Tim

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AN ACTIONABLE ASSET MANAGEMENT APPROACH FOR THE UTILITY INDUSTRY
pp. 519-525(7)
Authors: Yarka, Paul; Dell, Rodney

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FINANCIAL MANAGEMENT – A TOOL TO GUARANTEE LONG TERM COMMERCIAL SUCCESS
pp. 526-533(8)
Authors: Jones, Mr Kerry; Adam, Mr Chris

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Session 16: Delivery Systems

HOW TO DECIDE ON THE RIGHT PROJECTS FOR THE RIGHT REASONS FOR THE RIGHT COST
pp. 534-570(37)
Authors: Byrne, Roger; Herberg, Jim; Kennedy, William W.; Rose, Duncan; Stewart, Doug

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CAPITAL PROGRAM DELIVERY: MEASURING COST EFFICIENCY AND INTEGRATING BEST PRACTICES
pp. 592-601(10)
Authors: De Boldt, Linda; Speicher, Dan

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Session 17: Technology for a Change – I

A PHASED APPROACH TO WORLD CLASS STATUS: THE CITY OF TAMPA OPTIMIZATION PROGRAM
pp. 602-613(12)
Authors: Baird, Brad L.; Jurkovac, Brad J.

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COMMUNICATING IN CRISIS – SYSTEMS THAT AUTOMATE AND IMPROVE COMMUNICATIONS
pp. 614-618(5)
Authors: Mathews, Craig F.; Baldwin, Timothy J.

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Session 18: Continuous Improvement

TOWARD SIX SIGMA WASTEWATER COLLECTION SYSTEMS
pp. 639-655(17)
Authors: Waites, R. Keith; Kimbrough, Hal R.

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SUCCESSFULLY IMPLEMENTING CONTINUOUS IMPROVEMENT IN A UNION ENVIRONMENT
pp. 663-675(13)
Authors: Smith, Joel D.; Linn, Donald G.

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Session 19: Strategic Planning

The Role of Assessment in Strategic Thinking and Planning
pp. 676-683(8)
Authors: Gale, Diana; Broughton, Deborah

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MOVING FROM REACTIVE OPERATIONS TO OPERATIONS PLANNING
pp. 704-712(9)
Author: Oblonsky, Sandy

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Session 20: Technology for a Change – II

Columbus, Georgia CONTINUOUS IMPROVEMENT THROUGH EVOLUTIONARY MANAGEMENT- A CASE STUDY
pp. 713-728(16)
Authors: Arnett, Clifford J.; Turner, Billy G.

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Municipal Asset Management Using GIS and Internet Mapping – The Atlanta Story
pp. 742-762(21)
Authors: Brown, Clare; Toomer, Keith

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Session 21: Continuous Improvement 2

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THE HIDDEN COSTS OF IMPLEMENTING WORK MANAGEMENT SYSTEMS
pp. 796-802(7)
Author: Petrich, Ronald J.

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Session 22: IT Goes Mobile

Atlanta's Managers Keep Their Fingers in the Sewer From the Office, From Home or Even On Vacation
pp. 819-833(15)
Authors: Stevens, Patrick L.; Griffin, John; Toomer, Keith; Blais, Richard

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Session 23: Human Resources

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MENTORING – INVESTING IN HUMAN CAPITAL
pp. 843-848(6)
Author: Esty-Ibarra, Kristin

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GET ZAPPED!
pp. 849-853(5)
Authors: Eger, Jeff; Wiechman, Tom; Ann Schroeder, Leigh

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Session 24: Security

Comprehensive Risk Management: How Utilities Can Assess all Their Risks and Put Vulnerability Risks in Context
pp. 854-864(11)
Authors: Arwine, Rita; Thormodsgard, Paul; Sigmund, Thomas W.

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Integrating Security into Utility's Management Portfolio A Case Summary
pp. 865-872(8)
Authors: Jacobs, Jack; Johnson, Kevin

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