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DEVELOPING EFFECTIVE UTILITY OPERATIONS AT SANTA CLARA

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Abstract:

Developing effective utility operations is a continuous process. Having developed and effect ively utilized a proven process that incorporates strategic planning, annual business planning, organizational review, and performance monitoring, the Water Utility Operations Division is adding the principles contained in the Malcolm Baldrige National Quality Program and ISO. In particular, the categories contained in Baldrige provide an excellent business framework. These are:



Leadership


Strategic Planning


Customer and Market Focus


Measurement, Analysis, and Knowledge Management


Human Resources Focus


Process Management


Business Results


We believe that adapting these processes to our needs will maintain reliable operations, while improving customer focus and delivering business results.

Document Type: Research Article

DOI: http://dx.doi.org/10.2175/193864704784342316

Publication date: January 1, 2004

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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 These proceedings are not peer reviewed.

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