DEVELOPING EFFECTIVE UTILITY OPERATIONS AT SANTA CLARA
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:
Customer and Market Focus
Measurement, Analysis, and Knowledge Management
Human Resources Focus
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
Publication date: January 1, 2004
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