Developing and Implementing a Performance Measurement System for a Water/Wastewater Utility

Provides a performance information system to enable continued utility competitiveness. Assesses methods, measurements, and tools for utilities to use to achieve new levels of performance in both core and non-core business processes. Volume 1 provides background and education on performance measurement principles and identifies best practices from other businesses and industries. It was published in 2000.

Volume II developed a seven-step process based on a balanced scorecard approach for 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, as well as guidance and lessons learned on organizational and cultural aspects of performance measurement. Volume II was published in 2005.

This study was a originally funded in cooperation with WERF as project 99-WWF-7 and was managed by Dr. Amit Pramanik.