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Benchmarking Water Utility Customer Relations Best Practices
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Book Synopsis Benchmarking Water Utility Customer Relations Best Practices by : R. Patrick
Download or read book Benchmarking Water Utility Customer Relations Best Practices written by R. Patrick and published by International Water Assn. This book was released on 2006 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: This project sought to (1) identify customer relat
Book Synopsis Benchmarking Water Utility Customer Relations Best Practices by : Roger Patrick
Download or read book Benchmarking Water Utility Customer Relations Best Practices written by Roger Patrick and published by Amer Water Works Assn. This book was released on 2006 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: This project had three primary objectives, all with the ultimate goal of improving customer satisfaction and utility efficiency: 1. To identify customer relations best practices from other relevant organizations; 2. To identify metrics for both internal performance tracking and external comparison; 3. To develop tools that will enable water utilities to improve customer relations. Case studies are presented on many of the best performing organizations, as well as “mini case studies” focused on best practices in specific functions. This project had three primary objectives, all with the ultimate goal of improving customer satisfaction and utility efficiency: 1. To identify customer relations best practices from other relevant organizations; 2. To identify metrics for both internal performance tracking and external comparison; 3. To develop tools that will enable water utilities to improve customer relations. Case studies are presented on many of the best performing organizations, as well as “mini case studies” focused on best practices in specific functions.
Book Synopsis Benchmarking Water Services by : Enrique Cabrera Jr
Download or read book Benchmarking Water Services written by Enrique Cabrera Jr and published by IWA Publishing. This book was released on 2011-03-01 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua
Book Synopsis Customer Experience Management for Water Utilities by : Peter Prevos
Download or read book Customer Experience Management for Water Utilities written by Peter Prevos and published by IWA Publishing. This book was released on 2017-10-15 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience Management for Water Utilities presents a practical framework for water utilities to become more focussed on their customers. This framework is founded on Service-Dominant Logic, a contemporary theory of marketing that explains value creation as a process of co-creation between the customer and the service provider. Standard models for marketing do not apply to monopolistic water utilities without modification. The first two chapters develop a marketing mix tailored to water utilities to assist them with providing customer-centric services. The water utility marketing mix includes the value proposition, internal marketing, service quality and customer relationships. he book discusses the four dimensions of the marketing mix. Chapter three presents a template for developing value propositions to assist water utilities in positioning their service. This model is based on the needs and wants of individual customer segments and the type of service. Chapter four discusses internal marketing, activities designed to improve the way utilities add value for customers. This chapter also analyses potential tensions between engineering and science-oriented employees and proposes methods to resolve these tensions. The final chapters describe customer relationships from both a theoretical and practical perspective. The customer experience is a complex phenomenon that is difficult to quantify. The book provides a method to measure the experience of the customer, based on service quality theory and psychometric statistics. Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. This perspective provides a unique insight into an industry which is often dominated by technological concerns. This book is a valuable resource for Water Utility Managers and Regulators, as well as for Marketing Consultants seeking to assist water utilities to become more customer focussed.
Book Synopsis Municipal Benchmarks by : David Ammons
Download or read book Municipal Benchmarks written by David Ammons and published by Routledge. This book was released on 2014-12-18 with total page 536 pages. Available in PDF, EPUB and Kindle. Book excerpt: Completely updated with new listings and statistics throughout, this comprehensive resource goes beyond the current literature on local government performance measurement and provides benchmarks on more than 40 key topics against which performance can be assessed in all areas of operation. "Ammons has assembled a remarkable volume of benchmark data for a comprehensive range of municipal government services. Municipal Benchmarks will be of considerable help for municipalities in laying the groundwork for an accountable government." - Harry Hatry, The Urban Institute "I am delighted to see that ideas for advancing our industry are alive and thriving. Ammons's collection does an incredible service to every municipal manager in the country, and perhaps the world. These benchmarks clearly set standardized ways of looking at measuring the performance of municipal service delivery." - Ted Gaebler, City Manager, Rancho Cordoba, CA (co-author of Reinventing Government)
Book Synopsis Municipal Benchmarks by : David N. Ammons
Download or read book Municipal Benchmarks written by David N. Ammons and published by M.E. Sharpe. This book was released on 2012-03-06 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: Completely updated with new listings and statistics throughout, this comprehensive resource goes beyond the current literature on local government performance measurement and provides benchmarks on more than 40 key topics against which performance can be assessed in all areas of operation. "Ammons has assembled a remarkable volume of benchmark data for a comprehensive range of municipal government services. Municipal Benchmarks will be of considerable help for municipalities in laying the groundwork for an accountable government." - Harry Hatry, The Urban Institute "I am delighted to see that ideas for advancing our industry are alive and thriving. Ammons's collection does an incredible service to every municipal manager in the country, and perhaps the world. These benchmarks clearly set standardized ways of looking at measuring the performance of municipal service delivery." - Ted Gaebler, City Manager, Rancho Cordoba, CA (co-author of Reinventing Government)
Book Synopsis Serving the American Public by : National Performance Review (U.S.)
Download or read book Serving the American Public written by National Performance Review (U.S.) and published by . This book was released on 1996 with total page 46 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Benchmarking in the Public and Nonprofit Sectors by : Patricia Keehley
Download or read book Benchmarking in the Public and Nonprofit Sectors written by Patricia Keehley and published by John Wiley & Sons. This book was released on 2008-04-15 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first edition of Benchmarking in the Public and Nonprofit Sectors offered public officials and administrators at all levels of government a unique and practical guide to identifying best practices and implementing them in their organizations. Based on the most current research, this new edition of the best-selling guide provides an updated, solution-driven methodology for benchmarking in both the public and nonprofit sectors. Unique in its focus solely on benchmarking, the authors take a step-by-step approach to two benchmarking techniques, differentiating between the two and then providing a new approach to solution-driven benchmarking that requires less time and fewer resources. Benchmarking in the Public and Nonprofit Sectors provides new tools, many updated case studies, and additional examples not only from government and nonprofit agencies, but also from the international community. This important resource will help practitioners implement a quick, proven method as they search for solutions to their most pressing problems. Praise for Benchmarking in the Public and Nonprofit Sectors "This is an important management tool for government and nonprofit managers to make their agencies more effective, efficient, and responsive to their constituencies." -W. David Patton, director, Center for Public Policy and Administration, University of Utah
Book Synopsis Performance Indicators for Water Supply Services by : Helena Alegre
Download or read book Performance Indicators for Water Supply Services written by Helena Alegre and published by IWA Publishing. This book was released on 2016-09-15 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: The IWA Performance Indicator System for water services is now recognized as a worldwide reference. Since it first appearance in 2000, the system has been widely quoted, adapted and used in a large number of projects both for internal performance assessment and metric benchmarking. Water professionals have benefited from a coherent and flexible system, with precise and detailed definitions that in many cases have become a standard. The system has proven to be adaptable and it has been used in very different contexts for diverse purposes. The Performance Indicators System can be used in any organization regardless of its size, nature (public, private, etc.) or degree of complexity and development. The third edition of Performance Indicators for Water Supply Services represents a further improvement of the original manual. It contains a reviewed and consolidated version of the indicators, resulting from the real needs of water companies worldwide that were expressed during the extensive field testing of the original system. The indicators now properly cover bulk distribution and the needs of developing countries, and all definitions have been thoroughly revised. The confidence grading scheme has been simplified and the procedure to assess the results- uncertainty has been significantly enhanced. In addition to the updated contents of the original edition, a large part of the manual is now devoted to the practical application of the system. Complete with simplified step-by-step implementation procedures and case studies, the manual provides guidelines on how to adapt the IWA concepts and indicators to specific contexts and objectives. This new edition of Performance Indicators for Water Supply Services is an invaluable reference source for all those concerned with managing the performance of the water supply industry, including those in the water utilities as well as regulators, policy-makers and financial agencies.
Book Synopsis Selection and Definition of Performance Indicators for Water and Wastewater Utilities by : Patricia A. Crotty
Download or read book Selection and Definition of Performance Indicators for Water and Wastewater Utilities written by Patricia A. Crotty and published by American Water Works Association. This book was released on 2004 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on a 1995 charter for utility quality service program (QualServe), it was recognized that benchmarks were key to improved performance. This initial project identified 20 performance indicators, all which are defined and discuses in this text. Broad categories are: Organization Development, Customer Relations, Business Operations, Water Operations and Wastewater Operations. With input from over 300 utility employees, this report should be of interest to water utilities of all sizes
Book Synopsis Water Utility Benchmarking by : Sanford Berg
Download or read book Water Utility Benchmarking written by Sanford Berg and published by IWA Publishing. This book was released on 2010-03-31 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking is essential for those developing and implementing water policy. If decision-makers do not know where they have been or where they are, it would seem to be impossible to set reasonable targets for future performance. Information on water/sewerage system (WSS) operations, investments, and outputs is essential for good management and oversight. This book is designed to help decision makers identify the data required for performance comparisons over time and across water utilities, to understand the strengths and limitations of alternative benchmarking methodologies, and to perform (or commission) benchmark studies. This book provides an overview of the strengths and limitations of different methodologies for making performance comparisons over time and across water utilities (metric benchmarking). In addition, it identifies ways to determine the robustness of performance rankings. Current benchmarking activities in Latin America, Asia, Africa, Central Europe/Asia, and OECD nations are summarized. Five basic approaches to benchmarking characterize current studies: Core indicators and a summary or overall performance Indicator (partial metric method), Performance scores based on production or cost estimates (“total” methods), Performance relative to a model company (engineering approach), Process benchmarking, and Customer survey benchmarking. This volume is of interest to the water professionals, water utility managers and senior staff of regulatory agencies, professionals in related government agencies, and consultants. Visit the IWA WaterWiki to read and share material related to this title: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/InfrastructureRegulationStateOwnedEnterprisesVsInvestor-ownedInfrastructureOperators
Book Synopsis A Strategic Assessment of the Future of Water Utilities by : Edward G. Means
Download or read book A Strategic Assessment of the Future of Water Utilities written by Edward G. Means and published by American Water Works Association. This book was released on 2006 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forty-three (43) water professionals met to discuss and develop the ten top future trends and formulate the strategies to deal with each trend. Nineteen trends are presented within this paper. The top ten trends are described along with potential implications, and coping strategies are: Energy; Drinking Water Industry Employment and Workforce Issues; Political Environment; Population and Demographic Trends;Regulatory Trends; Total Water Management; Customer Expectations; Information Technology; Utility Finances; Information Security. The nine future trends identified and discussed are: Automation; Climate Change; Health Trends; Medical Trends; Regionalization Trends; Drinking Water Treatment Technology Issues; Economic Trends; Private Sector Participation; Physical Security. CD is included
Book Synopsis Benchmarking Performance Indicators for Water and Wastewater Utilities by : AWWA Staff
Download or read book Benchmarking Performance Indicators for Water and Wastewater Utilities written by AWWA Staff and published by American Water Works Association. This book was released on 2011-01-12 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis 2007 Benchmarking and Data Book of Water Utilities in India by : Asian Development Bank
Download or read book 2007 Benchmarking and Data Book of Water Utilities in India written by Asian Development Bank and published by . This book was released on 2007 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Process Benchmarking in the Water Industry by : Renato Parena
Download or read book Process Benchmarking in the Water Industry written by Renato Parena and published by IWA Publishing. This book was released on 2002-03-01 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: Free market mechanisms increasingly influence former monopoly sectors such as water and wastewater services with requirements for more transparency and efficiency. Small and large-scale consumers alike demand greater insight into how drinking water tariffs are structured and into the level of service. Public and private shareholders require guarantees on water supply at a reasonable price, with the requisite quality (both of service and product) and reliability together with careful eco-management. Developing sound policies requires information on key industry issues such as water resources, public health, water services, the environment and the cost of providing the level of the service demanded by customers and regulators. Similarly, informed decision-making on issues of ownership, industry structure, competition policy and effective regulation requires accurate analysis of performance across the industry throughout the world. In many sectors of industry Performance Indicators and Benchmarking exercises are widely used as suitable management tools for gaining and maintaining continuous improvement and competitive advantage. Addressing the need to promote best practice principles as part of the advocacy for the advancement of water and sanitation services is currently one of the major governance issues that IWA is challenged to tackle. The objective is to develop generally accepted procedures and methodologies able to provide decision makers with an overall perception of the utility performance as a sound basis for making strategic choices. This requires the definition of a reference framework for Performance Indicators and Benchmarking methodologies, as well as adequate models of aggregation that fit the basic needs of the key types of user. The Task Force on Performance Indicators (operating within the IWA Operation and Management Specialist Group) and the Task Force on Benchmarking (operating within the IWA Statistics and Economics Specialist Group) were set up with the remit to develop the definition of such a common language. The Task Force on Benchmarking carried out a survey among the countries represented inside the Statistics and Economics Specialist Group with the aim of designing a framework of the various national approaches to Benchmarking in terms of: The type, degree evolution and main adopted concepts of Benchmarking Development of the above concepts in focusing Benchmark objectives The survey indicated that, in the main, initiatives of Process Benchmarking are voluntary and non-systematic. It is evident that many water utilities are on what the European Foundation for Quality Management calls the "start-up" level in terms of Business excellence (or continuous improvement) and are keen to find best practices to compare with. The Task Force on Benchmarking moved to the second step, borrowing the European Commission's DG III recommendation that identify benchmarking as an important tool to improve competitiveness of small and medium sized enterprises in Europe according to the methodologies developed and applied in large corporations. With the objective of developing a generally accepted concept and a methodology with wide applicability, deeper analyses were then made of Process Benchmarking procedures adopted in the Nordic countries and in The Netherlands. As a result this Manual aims to present well-devised guidelines for establishing a management tool based on the use of Process Benchmarking methodologies that will allow future systematic and rigorous performance comparisons to be made within the water industry. Contents Main benchmarking experiences in a water context How far we are on benchmarking Benchmarking methodologies in the Netherlands and the Nordic countries One coherent philosophy for two different approaches Process Benchmarking approach Key numbers and definitions References Relations between process benchmarking and performance indicators Introduction letter and questionnaires
Download or read book Water Finance written by Neil S. Grigg and published by John Wiley & Sons. This book was released on 2011-05-23 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: A detailed look at the water industry and the trends that can lead to investment opportunities Water has quickly grown into a big global business, with annual revenues in the United States alone reaching over $200 billion. In the years ahead, companies as well as governments must find innovative ways to address important issues within this field without sacrificing basic needs, such as safety of drinking water or the reliability of water for energy production. Nobody understands this better than author Neil Grigg, a forty-year veteran of the water industry, and now, with Water Finance, he shares his extensive experience with you. Most of the water business operates under the radar, but with this reliable resource, Grigg shines a bright light on this essential area and offers comprehensive coverage of the public responsibilities and private opportunities associated with it. While Water Finance does contain many facts and figures, it also takes the time to pull together the various aspects of water, going far beyond water as just a commodity, to skillfully explain it as the integrated business that it is. Opens with a detailed discussion of the water industry before turning its focus to water handling, which includes water supply, wastewater, industrial water, storm water, irrigation and drainage, and instream flows Reveals the different driving forces, and issues, surrounding the water industry such as government involvement, privatization, law and regulations, financial structure, water and health, and workforce capacity Offers insights on water industry business, careers, and investments Organized around the idea that the water business is about all aspects of handling water, from the global environment to your tap, Water Finance contains the information you need to succeed in this dynamic field.
Book Synopsis Benchmarking Performance Indicators for Water and Wastewater Utilities 2007 by : QualServe
Download or read book Benchmarking Performance Indicators for Water and Wastewater Utilities 2007 written by QualServe and published by American Water Works Association. This book was released on 2008-04-01 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt: With this update to the 2005 publication "Benchmarking Indicators for Water and Wastewater Utilities: Survey Data and Analyses Report," utility managers can determine where their utility performance resides within the industry peer group.
