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In the Pipeline and at the Bottom Line
Author(s) -
Dawson David,
Fields Cindy
Publication year - 2003
Publication title -
opflow
Language(s) - English
Resource type - Journals
eISSN - 1551-8701
pISSN - 0149-8029
DOI - 10.1002/j.1551-8701.2003.tb01719.x
Subject(s) - pipeline (software) , service (business) , refining (metallurgy) , order (exchange) , computer science , population , process management , engineering management , operations research , engineering , business , marketing , sociology , finance , chemistry , demography , programming language
The Washington County Service Authority (WCSA), a rural water and wastewater utility in Virginia, serves a population of approximately 45,000. In order to operate and maintain its system, provide the level of service its customers expected, and revise its rate structure, WCSA needed to improve its performance. This article describes the QualServe program used by the utility, which employs the tools of self‐assessment and peer review to help develop a four‐part approach to performance improvement that included developing an agenda for improvement, implementing the agenda, measuring the utility's progress, and refining the agenda.