Developing and Implementing a Performance Measurement System: Volume II

This project developed a seven-step process based on a balanced scorecard (BSC) approach for wastewater utilities interested in developing and implementing performance measures at the enterprise and team-based level. The process will help utilities align and coordinate measures throughout by using process- and initiative-based scorecards. Included in the report are samples of measurement scorecards to aid in the implementation of performance measures using various approaches, as well as guidance and lessons learned on organizational and cultural aspects of performance measurement. The report also contains an overview of additional technology to support scorecard development and performance measurement tracking, reporting, and automating. Published by WERF. Research Partner: AwwaRF (project #2571).

Originally funded as WERF project 99-WWF-7.