Skip to main content


Buy Article:

$17.50 plus tax (Refund Policy)

Or sign up for a free trial


The Louisville and Jefferson County Metropolitan Sewer District (MSD) is a provider of anitary and drainage services to the Louisville Metropolitan Area, the sixteenth largest city in the United States. MSD has a well-established history of seeking new ways to provide value to its customers. Beginning in 1994 a new era of cultural shift was initiated that included the implementation of work teams as a way to drive accountability and empowerment throughout the organization. Noted organizational improvement initiatives that extended through the year 2000 were:

Cross Functional Work Teams – Diverse work teams were assembled to solve perplexing issues within the organization.

Process Analysis – MSD employees were trained to create process maps within their business units as a way to continually evaluate processes and search for efficiency and effectiveness gains

Customer Survey – MSD utilized a consulting firm to poll customers regarding their satisfaction with MSD's service and to compare MSD to other local utilities.

Employee Survey – MSD commissioned a consulting firm to compile employee perspectives on the organization, their business unit and MSD management.

Automation – MSD invested significant resources in automation systems and modules that support maintenance management, customer information, laboratory information management, geographic information, financial information and internet access.

Revised Staffing Plan – MSD downsized the organization from 870 employees to 700 employees in order to become more efficient and competitive.

Customer First – A mandatory training program conducted with all MSD employees for the purpose of discussing customer concerns and how to best address those concerns.

Strategic Business Plan (SBP) – MSD rolled out the first version of the SBP in August, 2000. Each employee received a copy of the plan along with an orientation on how the plan applied to daily efforts.

Document Type: Research Article


Publication date: 2004-01-01

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 These proceedings are not peer reviewed.

    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.

    WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access. Access begins 12 months after the conference or event
  • Subscribe to this Title
  • Membership Information
  • About WEF Proceedings
  • WEFTEC Conference Information
  • Learn about the many other WEF member benefits and join today
  • Ingenta Connect is not responsible for the content or availability of external websites
  • Access Key
  • Free content
  • Partial Free content
  • New content
  • Open access content
  • Partial Open access content
  • Subscribed content
  • Partial Subscribed content
  • Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect 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