AWWA JTMGT64448

This slide presentation outlines a performance improvement program for the City of Tacoma wastewater and storm water utilities. The approach focused on: document review; interviews; process mapping; OMI site visits; and, financial review. Business process assessment is outlined, along with a diagram of process control; benchmarking key performance measures to compare to peer utilities; efficiency, safety and effectiveness comparison; modified balance scorecard; performance measures; strategy map; recommendations and implementation; and, lessons learned. Includes tables, figures.