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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 These proceedings are not peer reviewed.

A subscription to the Proceedings of the Water Environment Federation includes access to most papers presented at the annual WEF Technical Exhibition and Conference (WEFTEC) and other conferences held since 2000. Subscription access begins 12 months after the event and is valid for 12 months from month of purchase. A subscription to the Proceedings of the Water Environment Federation is included in Water Environment Federation (WEF) membership.

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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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