The Effective Utility Management Program Certificate


A Unique, Customized, Utility Management Training

Effective Utility Management (EUM) concept was developed as a collboration between the American WaterWorks Association, the Water Environment Federation, the Public Works Association, the Environmental Protection Agency and other bodies as a tool to help water and wastewater managers enhance the stewardship of their infrastructure, improve performance in critical areas and respond to current and future challenges.

 

Rather than just focusing on financial or operational goals, EUM considers all managerial aspects of water and wastewater utility management. The EUM approach uses 10 core attributes that have been recognized by industry professionals across North America to help water and wastewater utility managers make practical, systematic changes to achieve excellence in utility performance. World Water and Wastewater Solutions (WWWS), a leading provider of training for the water and wastewater industry, has taken these attributes and developed them into a comprehensive suite of workshops that covers all 10 attributes and results in an Effective Utility Management Certificate.

The EUM Difference:

  • Peer to peer instruction – facilitators are senior operation’s managers who either have run, or are presently running, water/wastewater treatment plants and distribution networks
  • The only comprehensive, holistic management programme based on the 10 attributes of EUM
  • Highly interactive workshops where participants leave having developed programmes to use in their utilities
  • Small class sizes for maximum knowledge transfer
  • Workshop case studies are customized for the specific geographic region or utility
  • Designed for mid level supervisors, managers and technicians as well as senior managers who need knowledge of some unfamiliar aspects of the utility business
  • Available follow up with participants to integrate concepts into their utilities
  • Utilities can determine the sequence of modules based on their priorities

Our courses are highly participatory

Participants complete nine courses which incorporate all 10 EUM attributes: 

The EUM approach uses 10 core attributes that have been recognized by industry professionals across North America to help water and wastewater utility managers make practical, systematic changes to achieve excellence in utility performance. World Water and Wastewater Solutions (WWWS), a leading provider of training for the water and wastewater industry, has taken these attributes and developed them into a comprehensive suite of workshops that covers all 10 attributes and results in an Effective Utility Management Certificate.

WWWS has developed a suite of 9 workshops that cover all 10 attributes. The workshops are 2 days in duration and are taken over a period of time. Participants who complete all 9 modules are awarded a certificate of Effective Utility Management.

Primary EUM attribute covered: Financial viability
Secondary attributes:Customer Satisfaction, Infrastructure Stability, Operational Resiliency, Community Sustainability, Stakeholder Understanding and Support

Overview

Understanding the full life cycle cost of a utility is vital to ensuring its financial viability. Maintaining a balance between the value of the assets, long-term debt, future capital requirements, operation and maintenance costs and the overall revenue that is required is critical to any utility’s financial viability, health and future success. Achieving this financial balance is often a challenge. Utility managers must attempt to establish policy and adequate rates and charges that are consistent with community expectations and acceptability, while at the same time, ensuring that the utility’s immediate and long-term needs are being met. In this module participants will learn what elements make up the full life cycle cost of the utility, how to develop effective financial policies and how to create a balance between the myriad of financial elements that must be managed to ensure a utility’s financial health is maintained.
Overall Learning Objectives
By the end of the session participants will be able to:

  • Identify all of the financial elements that make up the full life cycle of a utility
  • Articulate the necessary relationships between these elements
  • Develop a financial policy framework for their utility
  • Build a budget and a financial plan for their utility
  • Develop the financial plan presentation for decision makers

Primary EUM attribute covered: Infrastructure Stability Secondary attributes:

Customer Satisfaction, Water Resource Adequacy, Financial Viability, Community Sustainability, Stakeholder Understanding and Support Overview.

Asset management is now becoming a priority to many utilities due to regulatory authorities’ legislation and financial constraints. The single biggest investment for any utility is its assets. Managing these assets in a way that provides acceptable levels of service in the most cost effective way, while at the same time ensuring maximum life cycle, is critical to a utility’s long-term viability. In this module participants will learn the value of asset management principles and how these principles apply to the financial, economic, engineering, planning and operational elements of utility management. The workshop covers the definition of physical assets, the history and need for asset management, including overviews of: the deliverables; core steps, techniques, processes and practices; business integration and the concept of confidence levels in asset management decision making and outputs. Overall Learning Objectives By the end of the session participants will be able to:

  • Articulate the value of an asset management programme
  • Quantify and qualify the assets within their utility
  • Develop a framework for conducting an asset inventory and a condition assessment
  • Understand how asset management fits with the long term viability of the utility

Primary EUM attribute: Operational Optimization Secondary attributes: Infrastructure Stability, Operational Resiliency, Stakeholder Understanding and Support, Community Sustainability, Product Quality, Financial Viability Overview This workshop will expose participants to the concepts of both internal and external project management. In many utilities consultants are engaged to run and manage projects. This workshop leads participants to an understanding of how to manage the project manager, set up a project charter and develop organizational performance monitoring and benchmarking.

Through lecture, discussion, exercises and case studies the workshop will cover real life examples of how a project charter framework is developed, communicated, implemented and measured and how the learning can apply to the participants’ situation.

Participants will receive ‘tool kits’ to teach them how to develop the project charter and a set of useful benchmarking and performance monitoring criteria. Participants come away with a starter kit and plans that will jump-start the development of their own Project Management System.

Overall Learning Objectives By the end of the session participants will be able to :

  • Define Integrated Demand Side Management and why it is beneficial
  • Identify the components of an IDSM strategic plan
  • Quantify non-revenue water
  • Develop an IDSM framework for use in their utility

Primary EUM attribute: Operational resiliency Secondary attributes covered:

Community Sustainability, Financial Viability, Operational Optimization, and Water Resource Adequacy Overview Operational resiliency refers to a utility’s ability to proactively identify, assess, and establish the tolerance levels and procedures necessary to manage a wide range of utility business risks. These include legal, regulatory, financial, environmental, safety, security, and other risks associated with system operation and major equipment failure. In this module participants will be exposed to industry best practice around these elements, case studies and real life examples. This module will also include a segment on operational resiliency under emergency conditions and provide a framework for participants to develop safe work and standard operating procedures. Overall Learning Objectives By the end of the session participants will be able to:

  • Identify a wide range of business risks that are encountered by a utility
  • Assess these risks in the context of a regulatory, environmental, safety, security and operational framework
  • Prioritize these risks using case study and industry best practice
  • Perform an operational risk assessment on their utility using industry best practice
  • Identify the process for the development and implemention of safe work and standard operating procedures for their utility

Primary EUM attribute:  Operational Optimization

Secondary Attributes:  All other attributes are touched upon in this workshop

Overview
This two-day modular workshop will expose participants to the concepts and best practices of water utility performance measurement & benchmarking. Through lecture, discussion, exercises and a case study the workshop will cover real life examples of how these practices are used in the water industry in other jurisdictions, and how the learning can apply to the participant situations.

Participants will receive “tool kits” to teach them how to develop a set of useful performance monitoring and benchmarking criteria and come away with a starter kit and plan that aligns with American Water Works Association (AWWA) Standards and Best Practices.

Learning Outcomes

  • Each module will expand the learning through the use of a case study that will build the components of effective performance measurement.
  • Understand the importance of effective performance measurement in the EUM approach
  • Identify the differences between Key performance Indicators and benchmarking
  • Develop KPIs that are relevant o their utility
  • Use the KPIs and benchmark indices to analyze their Water Utility’s performance
  • Set realistic standards of performance that support EUM and drive continual improvement
  • Develop the framework for setting regional benchmarks

Primary EUM attribute: Employee and leadership development

Secondary attributes: Operational Optimization /Customer satisfaction

Overview

This three-day modular workshop will expose participants to the concepts of effective leadership and team building. Through lecture, discussion, exercises and case studies, often customized from examples from within their own workplace, the workshop will cover real life examples of how these practices are used in municipal utilities in other jurisdictions, and how the learning can apply to the participant’s situations.

Participants will work in towards a journey of self discovery that encourages them to examine their own management practices and develops their leadership skills. They will distinguish the difference between management and leadership and through exercises and discussion learn how to build an effective team that works towards a common purpose. Participants are challenged to try different methods of communication and management techniques – many of which shed new light on ways to operate and manage. This workshop is one of our most popular in the series and is excellent for in-house delivery so that actual teams can work together to create a more cohesive and better functioning unit.

Learning Objectives By the end of the workshop participants will be able to:

  • Identify the attributes of Effective Utility Management (EUM)
  • List the roles and responsibilities of management
  • Differentiate between management and leadership
  • Determine leadership qualities
  • Demonstrate effective active listening skills
  • Demonstrate their ability to build consensus
  • Determine what is needed to build effective work teams

Primary EUM attribute: Employee and leadership development

Secondary attributes: Operational Optimization, Stakeholder Understanding and Support, Operational Optimization

Overview

Unlike many of the other EUM workshops that concentrate on one specific topic, this workshop covers a number of work related management skills. Many utility foremen, supervisors and managers have been promoted from the ranks and have had little exposure to management techniques. This workshop will cover a variety of topics that utility managers have to deal with in their day-to-day workplace. This workshop presents an overview of each topic as well as lecture and exercises on how to implement Best Practices. Participants will leave the course, not as experts in each area, but with an understanding of each topic and its impotance in EUM. They will learn some skills for each topic.

The topics include:

  • Time Management
  • Coaching and Mentoring
  • HR – Hiring and Recruiting
  • Delegation
  • Conflict Management
  • Discipline and Grievance
  • Stakeholder Communication

Overall Learning Objectives

By the end of the session participants will be able to:

  • Demonstrate time management principles
  • Determine the components of a recruiting framework and interview questions
  • Develop an employee development plan as part of an effective performance review
  • Identify the do and do-nots of delegation
  • Demonstrate effective ways of dealing with conflict
  • Understand a systematic, escalating process for discipline and grievance
  • Identify ways to effectively deal with internal and external stakeholders

Primary EUM attribute: Financial Viability
Secondary attributes: All other EUM attributes

Overview This session will expose participants to the concepts of setting appropriate rates and tariffs that reflect the importance of achieving cost recovery for utility services.

Through lecture, interactive group discussion, exercises and case studies participants will learn a process to assess the cost of delivering safe potable water to their community, how to set rates and how to avoid rate shock. The workshop will cover real life examples of setting rates, and facilitate a process where participants can apply theory to practical situations within their own utility. As different regions and countries have different rate structures we propose to use a customized case study to work through the principals of setting rates and tariffs. The various methodologies used in setting rates are discussed including conservation based pricing and participants led through a process to determine which blend of methods would work best for their situation. The challenges of applying full cost of service pricing are examined as well as ways to garner political and community support.

During the afternoon of Day 2 participants can then apply the principles and design a plan for their own utility. Time will be allowed during the workshop for discussion as this will be a vital component to putting together realistic, practical plans.

Overall Learning Objectives

  • Understand the rationale for setting realistic rates and tariffs
  • Work through a process for designing a rates and tariffs programme
  • Develop a process for designing rates and tariffs for their own Utility or Water Authority
  • Develop the structure for a communication plan to support the rates and tariffs proposal

Primary EUM attribute: Operational Optimization
Secondary attributes: Infrastructure Stability, Operational Resiliency, Stakeholder Understanding and Support, Community Sustainability, Product Quality, Financial Viability

Overview
This workshop will expose participants to the concepts of both internal and external project management. In many utilities consultants are engaged to run and manage projects. This workshop leads participants to an understanding of how to manage the project manager, set up a project charter and develop organizational performance monitoring and benchmarking.

Through lecture, discussion, exercises and case studies the workshop will cover real life examples of how a project charter framework is developed, communicated, implemented and measured and how the learning can apply to the participants’ situation.

Participants will receive ‘tool kits’ to teach them how to develop the project charter and a set of useful benchmarking and performance monitoring criteria. Participants come away with a starter kit and plans that will jump-start the development of their own Project Management System.

Overall Learning Objectives
By the end of the session participants will be able to :

  • Identify and understand the relationships between Project Ownership &
  • Management (POM) and Effective Utility Management (EUM)
  • Understand POM within the whole planning continuum
  • Understand the importance of the Business Case as the critical input to the project
  • Develop an effective Project Charter and understand the importance of project governance,
  • Understand the critical interface between the project owner & the project manager
  • Understand the importance of conducting a post-project review in developing & implementing ‘lessons-learned’

What Client’s Say

I’m so pleased to be part of the excellent work being done by WWWS. The course material is relevant, its exciting and learning is made real fun. The scope of our sessions is wide and we get to interact with the presenters as well as our collegues. The presenters have a special way of putting together an absolutely fantastic day and the hours go by so quickly you would all be amazed…. Be ready to pay up to the banker…. and run around a bit…Lots of surprises in store. I would recommend this course to any utility thats struggling like ours as we have learnt so much in our past sessions that is so relevant to our everyday work life !! Give them a try. Trust me you will not be disappointed.”

Zilta George, Leslie Manager, WASCO, Saint Lucia