IT'S NOT JUST PERFORMANCE MEASUREMENT: IT'S PERFORMANCE MANAGEMENT: EXPERIENCES AT THE SACRAMENTO REGIONAL WASTEWATER TREATMENT PLANT

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.