Performance indicators for wastewater services - towards a manual of best practice

2003 ◽  
Vol 3 (1-2) ◽  
pp. 365-371 ◽  
Author(s):  
R. Matos ◽  
A. Cardoso ◽  
P. Duarte ◽  
R. Ashley ◽  
A. Molinari ◽  
...  
Keyword(s):  
Quality Of Service ◽  
Information Systems ◽  
Financial Performance ◽  
Performance Indicators ◽  
Best Practice ◽  
Decision Processes ◽  
Physical Quality ◽  
Efficient Performance ◽  
Draft Version

The aim of this paper is to present current work to develop a system of performance indicators (PI) for wastewater services undertaken under the auspices of IWA and coordinated by LNEC. Present day wastewater utilities manage their services and systems in an increasingly demanding and complex way. For this reason, it is important to support their work and decision processes with the best available tools in order to deliver services with the most effective and efficient performance. The paper focuses on proposed performance indicators (PIs) for wastewater services and on the main aspects of PI assessment. These are based on data related to: environmental, operational, personnel, physical, quality of service and economic and financial performance. Data are mostly made available through the various common-use information systems in the utilities. This IWA forum has been important not only for the dissemination of the work already developed but also as promotion of a wider discussion to enhance the final draft version of the IWA Manual of Best Practice due for publication in 2003.

Caribbean Water Study

2021 ◽  
Author(s):  
Nils Janson ◽  
Lindsay N. Burkhard ◽  
Sara Jones
Keyword(s):  
Financial Performance ◽  
Performance Indicators ◽  
Disaster Preparedness ◽  
Disaster Response ◽  
Water Utilities ◽  
Financial Impact ◽  
The Caribbean ◽  
Residential Consumption ◽  
Post Disaster

The Caribbean Water Study describes the operational and financial performance of selected water utilities in the Caribbean as reported by the utilities as well as secodary sources, the situation of non-revenue water (NRW) among these utilities, the financial impact of COVID-19 on the utilites, and the issue of their resilience to natural disasters. Benchmarking of the key performance indicators for water utilities in the Caribbean shows how utilities are performing in relation to their peers across time. NRW is seen to be one of the biggest challenges for water utilities in the Caribbean and one of the most direct ways to improve a utilitys efficiency, financial performance, and quality of service. In addition, reducing NRW contributes significantly to climate change adaptation. Regarding financial impact of COVID-19, the Study found that due to the large decreases in non-residential consumption, most utilities registered a fall in revenues and in average tariffs. The Study elucidated the fact that their small size and limited resources of water utilities make it is difficult for them to recover from the devastation of a storm on their own and post-disaster response, natural disaster preparedness, investments to increase resiliency, and access to funds are of critical importance.

Universidad EAN Breaking a Babel Tower Applying SAP as a Tool Under a PMO Model

2020 ◽  
pp. 443-470
Author(s):  
Diego Cardona ◽  
Diego Montañez ◽  
Edwin Lozada ◽  
Cesar Augusto Jiménez León
Keyword(s):  
Quality Of Service ◽  
Information Systems ◽  
Information Security ◽  
Academic Quality ◽  
Administrative Efficiency ◽  
Independent Information ◽  
It Capabilities ◽  
Innovation Project ◽  
Scalable Hardware

This chapter describes the PMO model used to renovates the information systems of the Universidad EAN that before 2015 operated with multiple obsolete tools, generating incidents in the management of the information required for its operation. As part of the institutional innovation project implemented to ensure economic and administrative efficiency besides its strategic alignment, a SAP-based solution was implemented allowing it to move from a technological babel tower with almost 40 independent information systems in multiple platforms, towards a comprehensive platform that ensured a unified interoperability model with a scalable hardware infrastructure, using state-of-the-art applications supporting the provision of self-services to the community, expanding IT capabilities, reducing the risks, increasing the information security, improving the quality of service, and, despite being it in a stabilization stage, has been supporting the operation in an efficient and effective way, as shows the institutional results from the financial and academic quality perspectives.

Quality of Service in Nursing Homes

2000 ◽  
Vol 13 (4) ◽  
pp. 205-215 ◽  
Author(s):  
A. Curry ◽  
S. Stark
Keyword(s):  
Quality Of Service ◽  
Nursing Home ◽  
Nursing Homes ◽  
Frail Elderly ◽  
Best Practice ◽  
Nursing Home Residents ◽  
Quality Measurement ◽  
Measurement Tool ◽  
Future Improvement

This paper illustrates the relevance of using the Servqual instrument as a service quality measurement tool in the healthcare context. The expectations and perceptions of nursing home residents and their relatives are compared and contrasted to determine the priorities and satisfaction levels of both groups with respect to the services provided. Some interesting differences emerged between the two respondent groups, which gave more accurate and relevant pointers as to potential areas of future improvement. Because a number of nursing homes were surveyed, it was also possible to ascertain which homes might serve as useful examples of the best practice and which were in need of improvement action. In frail, elderly respondent groups it is not especially easy to elicit views as to quality of service. Servqual, carefully and sympathetically designed and applied, proved appropriate for this task.

Quality of Service for Cloud Computing

2014 ◽  
Vol 905 ◽  
pp. 683-686 ◽  
Author(s):  
Saleh Fadel S. Al-Shehri ◽  
Chun Lin Li
Keyword(s):  
Cloud Computing ◽  
Saudi Arabia ◽  
Quality Of Service ◽  
Information Systems ◽  
Practical Experience ◽  
Customer Experience ◽  
Emerging Technology ◽  
Domain Name System ◽  
Domain Name

Cloud Computing has recently been recognized as one of the most emerging technology. A considerable amount of research has been carried out to explore different areas in Cloud Computing. This paper focuses on the QoS and new trends in cloud computing based on extant information systems literature, industry reports, and practical experience reflections. Additionally, it highlights the significance of DNS (Domain Name System) cloud computing QoS (Quality of Service) and its implications for practitioner and academics. This paper aims also to create higher performance and reliability, ensuring no DNS-related outages that could lead to poor customer experience and churn. Latency can also be reduced by ensuring adequate capacity as close as possible to the user. It concludes by outlining the opportunities associated with the development of Cloud Computing. Additionally, this type of technology needs more development and improvement in Saudi Arabia.

Effect of Information and Communication Technology Adoption on Non-Financial Performance of Quoted Manufacturing Industries in Nigeria

2017 ◽  
Vol 7 (2) ◽  
pp. 336
Author(s):  
T. A. Akanbi
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Financial Performance ◽  
Sampling Technique ◽  
Manufacturing Industries ◽  
Primary Data ◽  
Manufacturing Companies ◽  
Analysis Model ◽  
Ict Adoption

This study examined the effectiveness of ICT adoption on Non-Financial Performance of quoted manufacturing industries in Nigeria. The study adopted stratified sampling technique for the selection of 76 respondents from the study area. Primary data was used for this study. Regression analysis model was used to establish the extent of the relationship between observed variables. The variables include ICT, growth and efficiency. The Adj. R- squared (0.3402, 0.2167) revealed that there is a feeble relationship between ICT and Non-Financial Performance of quoted manufacturing industries. The hypotheses of this study are measured at level of 95% confidence interval. In continuation to the findings from this research, it revealed that the adoption of ICT in quoted manufacturing companies operations over the years has really contributed to the effectiveness, quality of service as well as customer satisfaction. It was recommended that ICT should be align with business plan in order to enhance manufacturing company effectiveness, quality of service and customer satisfaction in order to enhance organizational objectives.

scholarly journals P296 Quality of reporting of lesions detected at surveillance colonoscopy for IBD

2020 ◽  
Vol 14 (Supplement_1) ◽  
pp. S301-S302
Author(s):  
N SHARMA ◽  
A Virk ◽  
O Nardone ◽  
S Smith ◽  
P Rimmer ◽  
...  
Keyword(s):  
Performance Indicators ◽  
Best Practice ◽  
Key Performance Indicators ◽  
Queen Elizabeth Hospital ◽  
Low Grade ◽  
Surveillance Colonoscopy ◽  
Pit Pattern ◽  
Quality Of Reporting ◽  
Paris Classification

Abstract Background International guidelines of ESGE and ASGE have laid out best practice for documentation of lesions at colonoscopy but few performance indicators have been proposed for surveillance colonoscopy in IBD. A recent publication has highlighted the key performance indicators for surveillance colonoscopy.1 We conducted an audit of current quality of colonoscopy reports documenting lesions detected during surveillance colonoscopy. Methods A retrospective analysis of patients who underwent colonoscopy for IBD surveillance over a five year period (2014–2019) at the Queen Elizabeth Hospital, Birmingham, UK was performed. The reports were analysed by independent academic doctors in the gastroenterology division trained in quality of endoscopic report analysis. Optimum criteria for documentation comprised lesion nature (Paris classification), size, documentation of Kudo classification and pit pattern, borders and ulceration. Results A total of 1028 colonoscopies were performed for IBD surveillance and the procedures were standardised with routine dye spraying since 2016. The mean patient age was 47.9 years (SD 16.8). Visual evidence of colonoscopic lesions was recorded in 273 cases. Key performance indicators documented for each endoscopic criterion and lesion nature is noted in the Table. Low-grade dysplasia was detected in 61 patients, and carcinoma in 4 patients; no patient had high-grade dysplasia. Benign lesions such as pseudopolyps were detected in the rest. 7 patients had sessile serrated lesions. Conclusion At IBD surveillance colonoscopy, documentation of lesions is better for the domains of size, Paris classification and Kudo pit pattern, though not perfect. We also highlight that our colonoscopic documentation of borders and presence of ulcerations is done poorly. It is important that comprehensive training is undertaken to improve documentation as it is essential for the proper choice of management of these lesions. Reference

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