AWWA JTMGT61350

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.