BarCamp WebLinksWorld - 16.30 “3D, adding a new dimension to your business” (Wang Yen-Ren)
Social Science & Water Utilities: Adding the Human Dimension to Performance Reporting
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Transcript of Social Science & Water Utilities: Adding the Human Dimension to Performance Reporting
![Page 1: Social Science & Water Utilities: Adding the Human Dimension to Performance Reporting](https://reader030.fdocuments.in/reader030/viewer/2022032419/55a2eb291a28ab2e528b45cf/html5/thumbnails/1.jpg)
Social Science & Water Utilities
Adding the Human Dimension to Performance Reporting
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Yeah, I agree, the social sciences are largely hokum.
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Balinese Water Management
● Subaks (irrigation district)
● Water managed through engineering combined with religious practices
● Supported by economic theory
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What is Social Science?
● Positivist– Physical sciences
methodology
– Objective?
● Interpretive– Humanities
methodology
– Subjective?Source: missfree.weebly.com
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Water Utility Marketing
“Marketing is Customer Satisfaction Engineering”
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Performance Monitoring
“What you measure is what you get”
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Performance Monitoring
“Too often we measure everything and
understand nothing”
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Performance Indicators
Any effectively generated system capable of measuring service quality cannot be both complete and consistent
KPI dashboards hide as much as they reveal.
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What is Quality?
● Subjectivist– Eye of the beholder
● Objectivist– Independent of
experience
● Widgets
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What is Quality?
● Interactionist– Value created in
interaction between object and subject
– Moment of Truth
Water utilities don't sell water, they sell experiences.
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Safe Water & Good Water
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Safe Water & Good Water
(Bio)chemistry
Physical
Explaining
Widgets
Intrinsic
Predictable
Intangible
Social Science
Experience
Understanding
Moment of Truth
Extrinsic
Unpredictable
Tangible
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Service Quality Model
SCADALaboratory
SurveysComplaints
Taste Testing
Grade of ServiceFirst-Call
ResolutionTransfer Rate
SurveysComplaints
Mystery Shopping
Intrinsic Quality Extrinsic Quality
Co
re S
ervi
ceS
up
ple
men
tary
Ser
vice
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External Influences on Quality
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Human Dimension in Performance Measurement
Safe water is a necessary condition for good service quality, but not a sufficient condition
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