Organizational Development for Knowledge Management at Water ...

One that happened seamlessly, without drop
in employee morale
Outcome positive and tangible
Perceived benefits realized
Initiate “changes” as trial basis. Then make
permanent after a break-in period
Try something small and illustrate positive
results
One that improves the quality of our service
to our customers
Follow up on details
Indicate positive movement
Outcome, results and adaptation
One that goes through a successful analysis
Project is evaluated and deemed successful
Poof of concepts as there is no visionary
capability in the SR. positions; no risk takers
Feedback from outside entities, employers,
customers and Board representatives are all
indicators to success of an initiative action.
Enhances service
Increases customer satisfaction
Changed work practices
Efficient, energy efficient
It leads to a change in outcome, such as
improved performance (capital or
operating); better service delivery to our
customers, or work process improvements of
efficiencies.
Benefits our customers, community, and/ or
employees
To the level of quality expected by the
sponsor and has impact it was intended to
have (or better)
Benefits
Benefits organization
Trained and operated personnel
An opportunity is identified to improve
quality or service and implemented to that
end
Improves some process or outcome
An initiative that provides improved
productivity
Improves customer service
Enhances the satisfaction of our customers
Understood/communicated
Understood
One that everybody understands
Makes sense to the community
Board and community are kept informed
Communicated
Communication
Measurable
One that was measurable
Measurable results
Tested
Analyze
Analyze present situation
Well crafted
The result of solid problem analysis
(including problem definition), good range
of alternatives considered and appropriate
evaluation criteria used in the decision
making.
Thoughtfully conceived
well engineered
Other
Developed using key staff
One in which everyone felt that an issue was
addressed to some satisfaction
To have a positive outlook and good feeling
on what’s taken place
If Board would be more forward thinking
and less willing to maintain the status quo
One that uses an innovative approach to
common everyday problems. Being able to
solve or deal with a common problem in a
very uncommon way
One that engenders workforce productivity,
loyalty, and retention and improves
recruitment and hiring.
Most new initiatives are coming from
outside agencies
Involves thinking “out of the box” by
employees at all levels
Specifics
Our $36 million AMR project is a good
example. This initiative includes a very
effective steering committee.
Redefining well head protection area
SAP system implementation
When we have morning meetings we ask
our employees what are they doing today
and they respond with their daily tasks.
Our maintenance operations have improved
by taking more of an integrated team
approach than a shop-centric approach by
trade.
Upgrade of SCADA in 2006- moved
companies and software, only accomplished
with help of new instrument tech.
Development and implementation of a new
customer service information and billing
system w/IVR- work order capabilitydeveloped
in-house.
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