The Sacramento Regional Wastewater Treatment Plant (SRWTP) has developed performance indicators and integrated the indicators into a variety of management processes to create a thorough performance management system. The indicators are arranged in a balanced scorecard manner and are made readily available to all employees. Keys to success of the performance management system include careful development of the specific performance indicators, connecting them to the organization's strategic purpose and business plan, frequent communication on the results, development of action plans to improve performance, and active use of the indicators in setting priorities for the organization. This paper discusses the development of a system wide performance system and presents some of the key performance indicators and how they are integrated into management processes.
The Sacramento Regional Wastewater Treatment Plant (SRWTP) established a program to develop and apply performance indicators to its business activities. Performance indicators include a numeric standard and a unit of measure applied to an activity, work process, or group of work processes. The indicators can be used to measure the success of improvement efforts, prioritize work activities, and align goals of the organization. Performance indicators were developed at a management level and at a smaller work group level. This paper describes a methodical process for selecting and using performance indicators and presents the initial set of indicators that were developed along with selected initial results.
KEY WORDSperformance indicator, benchmarks, plant management
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