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Linking Strategy to Performance Using the Ten Attributes: How to Make It Work

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Abstract:

Most water utilities recognize the correlation between performance measurement and effective utility management (EUM). Strong performance measurement, and management of that data, establishes greater transparency that supports continuous improvement and strengthens utilities. The Effective Utility Management primer, produced by the Environmental Protection Agency and six national water/wastewater associations, have listed Ten Attributes of Effectively Managed Water Sector Utilities (Ten Attributes) to help utilities more effectively manage their utilities and have provided sample measures that serve as a guide to utilities seeking to improve their performance measurement practices.

In turn, utilities are using performance indicators, such as those found in the QualServe continuous improvement program, within their strategic planning process - aligning their strategic plan with the Ten Attributes and integrated measures.

This paper/presentation illustrates how utilities have linked performance indicators that incorporate the Ten Attributes into their strategic planning and performance management practices, which has led to more effective utility management.

Keywords: QualServe; Ten Attributes; benchmarking; effective utility management; performance indicators; performance measurement; strategic planning

Document Type: Research Article

DOI: https://doi.org/10.2175/193864710798207161

Publication date: 2010-01-01

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