PERFORMANCE IMPROVEMENT - A CHALLENGE FOR WATER UTILITIES

Performance improvement is the systematic evaluation of processes to ensure that customers' expectations are met in the most cost-effective manner. When customers' priorities regarding cost, quality, and timeliness are understood, improvement can begin on processes that deliver products and services. Changes can be strategic or tactical and fast or structured. Methods include focused improvement, continuous improvement, restructuring, and process innovation or reengineering. To achieve sustainable results, utility employees should be involved in the process change. By monitoring and evaluating outcomes, the utility can measure change, recognize progress, and set new goals.