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Proposal for a Performance Dashboard for the Monitoring of Water and Sewage Service Companies (WaSCs)

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  • Fiorenzo Franceschini
  • Elisa Turina

Abstract

The water and sewage industry provides an essential service to the community, but it is characterized by natural monopoly tendencies of service suppliers. In this framework, it is very important to assist regulators with a small set of critical indicators (performance dashboard) for the evaluation and monitoring of the service provided by Water and Sewage Companies (WaSCs). The paper originates from the analysis of situation of Piemonte (Italy), where each regional and local body adopts a proprietary Performance Measurement System (PMS). In order to improve the coordination of information flow and to support the definition of common service standards, a methodology to merge existing PMSs and define a unique shared reference system is proposed. The Kaplan and Norton’s Balanced Scorecard (BSC) is adopted as the reference model of this approach. BSC is widely recognized to be an exhaustive and balanced framework in describing the performances of an organization and ensures that all the operational aspects of WaSCs are adequately monitored. The output of the proposed procedure is a general performance dashboard for the monitoring of WaSCs. The dashboard is shown and some remarks about indicators properties are developed. In particular, this analysis highlights some common pitfalls originated by a ‘rushed’ aggregation of several performance indicators. Description is supported by several examples. Copyright Springer Science+Business Media B.V. 2012

Suggested Citation

  • Fiorenzo Franceschini & Elisa Turina, 2012. "Proposal for a Performance Dashboard for the Monitoring of Water and Sewage Service Companies (WaSCs)," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 26(1), pages 63-80, January.
    • Handle: RePEc:spr:waterr:v:26:y:2012:i:1:p:63-80
    DOI: 10.1007/s11269-011-9901-3
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    References listed on IDEAS

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    1. Fiorenzo Franceschini & Maurizio Galetto & Elisa Turina, 2009. "Service quality monitoring by performance indicators: a proposal for a structured methodology," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 5(2), pages 251-273.
    2. Fiorenzo Franceschini & Maurizio Galetto & Elisa Turina, 2010. "Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 24(12), pages 3033-3050, September.
    3. Greg Barrett & Margaret Wallace, 2011. "An Institutional Economics Perspective: The Impact of Water Provider Privatisation on Water Conservation in England and Australia," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 25(5), pages 1325-1340, March.
    4. Stelios Gialis & Athanasios Loukas & Chrysi Laspidou, 2011. "Theoretical Perspectives and Empirical Facts on Water Sector Privatization: The Greek Case Against European and Global Trends," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 25(6), pages 1699-1719, April.
    5. Fiorenzo Franceschini & Maurizio Galetto & Domenico Maisano, 2007. "Management by Measurement," Springer Books, Springer, number 978-3-540-73212-9, October.
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