Skip to main content

How Are We Doing? Deploying QualServe, Baldrige and KPIy's

The full text article is not available for purchase.

The publisher only permits individual articles to be downloaded by subscribers.

or click here to sign up for a free trial


The Butler County Department of Environmental Services (BCDES) has utilized several key systems to help drive continuous improvement at the utility. We have been involved with the Qualserve benchmarking project since the first open call for participants. We are also heavily invested in the Malcolm Baldrige quality program by participating in the Ohio Partnership for Excellence. Using metrics and gaps identified through Qualserve and the Baldrige criteria, BCDES has tailored its reports and maintenance management system to track Key Performance Indicators (KPI).

The authors will discuss the basics of Qualserve and the Malcolm Baldrige criteria. Lessons learned will be discussed for both programs including expected resource commitments and potential problematic areas. Examples will be provided of sample Baldrige criteria and how BCDES utilized the concepts to identify gaps in our utility management systems. The concepts of “approach-deployment-learning-integration” with regards to systems for leadership, strategy, customer focus, human resources, and process design will be discussed and examples provided. Lessons learned from a Baldrige examiners perspective will be provided as one of the authors recently served as an examiner at the state level. The authors will also discuss how the utility has designed and deployed several KPI's in its computerized maintenance management system utilizing dynamic graphical dashboards. Many of the KPI's tie directly to Qualserve and the Baldrige criteria.

Document Type: Research Article


Publication date: January 1, 2008

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 These proceedings are not peer reviewed.

    WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access.
  • Subscribe to this Title
  • Membership Information
  • About WEF Proceedings
  • WEFTEC Conference Information
  • Ingenta Connect is not responsible for the content or availability of external websites

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Subscribed Content
Subscribed content
Free Trial 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