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

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.