AWWA JTMGT61350

AWWA JTMGT61350 Strategy in Action: Utility Performance Measurement, a Balanced Scorecard Approach
Conference Proceeding by American Water Works Association, 02/01/2005

Gritzuk, Michael; Blundon, Ed; Janis, Wayne; Padilla, Carlos; Quay, Ray

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This paper outlines the Utility Business Strategy of the Phoenix Water Services Department. In particular, it discusses the Balanced Scorecard concept which is organized into four perspectives that detail corporate-level performance measurement indicators. They include: serving customers;managing financials;running the business; and,learning and growth. Topics covered include: scorecard approach; additional scorecards that target focus areas; and, measurement reporting system and tools.