Inside-Out Leadership: Transforming Public Water and Wastewater Utilities Through Authentic Relationships
Abstract:This paper provides an alternative approach to transactional change methods for public sector leaders seeking to transform organizations internally. Described is a summary of an ongoing, four year study that began in June, 2005 with Montgomery County Water Services (MCWS) in Dayton, Ohio. The objective was to implement an innovative plan called “The Iceberg Concept” to build authentic relationships and overcome internal barriers including, low trust, limited respect, poor accountability, teamwork and communication. This was done by developing teams, the leader's vision, clear expectations, shared core values, a decision-making path, coaching and a strategic plan. Outcomes have shown a reduction in grievances, workers compensation claims, water service disruptions and customer complaints. Continuous improvements were observed in communication, teamwork, accountability, hiring, selection and management development. Based on evidence thus far, this approach will provide long-term benefits and cost savings to Montgomery County and others seeking to improve efficiency and effectiveness.
Document Type: Research Article
Publication date: 2009-01-01
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