Pathways to Higher Performance

摘要

Water utilities are at the forefront of government agencies grappling with the challenges of a fast-moving society driven by the demand for customer satisfaction and efficiency. Progressive utilities have demonstrated their ability to overcome these challenges by developing pathways that move them closer to these twin goals. Utilities can capitalize on one another's experience by understanding a particular pathway's strengths and weaknesses in relation to a specific problem. Underlying the success of most progressive utilities is a commitment to leadership development and to strategic thinking and planning. Leaders constitute the primary force behind a utility's vision, and they marshal the resources required to achieve that vision. Strategic planning is a disciplined process of assessing future possibilities, evaluating your utility's strengths and weakness, determining its vision and goals, and then selecting the pathways that will lead you to those goals. The road to efficiency and customer satisfaction never reaches a stop sign or a dead end because the utility must be committed to continuous improvement and continuous learning. The best partners along this journey are our water industry colleagues.