Linking QualServe Performance Indicators To A Utility's Strategic Direction
Abstract:Defining appropriate measures is an important part of implementing a strategic plan. But what to measure? For some utilities, the answer has been found in utilizing one or more of the QualServe Benchmarking Performance Indicators to measure the results of a strategy in terms of effectiveness, quality, or efficiency. As an added bonus, using the QualServe Performance Indicators in this way provides valuable comparative data.
A number of utilities have utilized the QualServe Performance Indicators in the recent development and implementation of strategic plans, providing a broad base of measures to draw from. With this base already available, it is often possible to use QualServe indicators instead of creating new ones. Another key benefit is the ready-made, rigorous definition of the measures. This saves time and minimizes the effort required to define new measures and limits debate or bias toward existing internal or “favorite” measures.
It is also a challenge to set performance targets. Without an existing baseline of data – either utility-specific or general industry data – setting targets can be like shooting in the dark. Using QualServe Performance Indicators gives statistical analysis of utility performance (by size, region, type of utility, etc.) which sets the context for utility-specific targets.
One recent example that linked QualServe Performance Indicators to a utility's strategic plan is the process employed by Columbus Water Works (CWW) in Columbus, GA. CWW has not only used many of the QualServe indicators to track its updated strategic plan performance but the utility also has a history of using these indicators. Updating its strategic plan using the Scan-Plan-Do model, the utility identified six major strategies. This presentation will explore the process CWW used to develop its strategic plan using QualServe Performance Indicators as benchmarks.
Document Type: Research Article
Publication date: 2006-01-01
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 These proceedings are not peer reviewed.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