Social Science & Water Utilities: Adding the Human Dimension to Performance Reporting
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This document discusses the importance of social sciences and the human dimension in measuring the performance of water utilities. It argues that while ensuring safe water is necessary, it is not sufficient to provide good quality service. Performance indicators can hide as much as they reveal, as quality is subjective and depends on the interaction between customers and the utility. The document advocates considering both intrinsic service factors as well as extrinsic, human-centered factors to fully understand performance.
Social Science & Water Utilities: Adding the Human Dimension to Performance Reporting
- 1. Social Science & Water Utilities Adding the Human Dimension to Performance Reporting
- 2. Yeah, I agree, the social sciences are largely hokum.
- 4. Balinese Water Management ● Subaks (irrigation district) ● Water managed through engineering combined with religious practices ● Supported by economic theory
- 5. What is Social Science? ● Positivist – Physical sciences methodology – Objective? ● Interpretive – Humanities methodology – Subjective? Source: missfree.weebly.com
- 6. Water Utility Marketing “Marketing is Customer Satisfaction Engineering”
- 7. Performance Monitoring “What you measure is what you get”
- 8. Performance Monitoring “Too often we measure everything and understand nothing”
- 9. 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.
- 10. What is Quality? ● Subjectivist – Eye of the beholder ● Objectivist – Independent of experience ● Widgets
- 11. What is Quality? ● Interactionist – Value created in interaction between object and subject – Moment of Truth Water utilities don't sell water, they sell experiences.
- 12. Safe Water & Good Water
- 13. Safe Water & Good Water (Bio)chemistry Physical Explaining Widgets Intrinsic Predictable Intangible Social Science Experience Understanding Moment of Truth Extrinsic Unpredictable Tangible
- 14. Service Quality Model Intrinsic Quality Extrinsic Quality SCADA Laboratory Surveys Complaints Taste Testing Grade of Service First-Call Resolution Transfer Rate Surveys Complaints Mystery Shopping Supplementary Service Core Service
- 15. External Influences on Quality
- 16. Human Dimension in Performance Measurement Safe water is a necessary condition for good service quality, but not a sufficient condition