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Water-Impact-Booklet1.4

The Water Impact Booklet Human Resources • Human Resources Management • Training • HIV/AIDS Quality Assurance • Performance Management • Quality Management • Minimum Service Standards Operations Management • Health and Safety • Crisis Management • Standard Operating Procedures • Business Process • Serving the Poor • Non-revenue Water Management • Private Sector Participation • Water Demand Management • Information and Communications Technology Commercial Management • Customer Service • Revenue Generation Enterprise Sustainability • Capital Management • Financial Management External Relationships • Water Associations • Public Involvement C. Chapter Summaries The themes of the Good Practice chapters follow: Human Resources Management: Employees are valu- able assets to any organision – without them an organi- sion cannot function. Yet many organisions neglect to nurture and develop their human resources and suffer as a result. Training: There are always new things to learn and your workforce is always changing as older, more experienced people retire and younger, inexperienced people join you. That is why training is a continuous process – em- ployees need to know how to do the jobs that you have assigned to them and keep up with new technologies. HIV/AIDS: In many countries in Africa, this health crisis affects the ability of organisions to accomplish their purposes. There are things that management can do to help control the spread of HIV/AIDS and offer support to employees who are affected by it. Performance Management: Some organisions assign people to jobs, tell them the basic requirements of the job and leave it at that. This is not enough. Since we are all learning all the time, we can all benefit from advice on how to do better. In addition, people who have goals to achieve will normally do more than people who do not have these expectations. Quality Management: Quality usually does not hap- pen by itself – it is usually the result of deliberate man- agement actions to ensure that an organision’s products meet the needs of its customers and stakeholders. This chapter introduces various ways to manage quality. Minimum Service Standards: to ensure that customers receive the best services possible, many organisions es- tablish minimum standards and monitor performance to ensure that they are met. This is especially true in the water industry where water quality is so important to public health. Health and Safety: When employees are injured, they are not able to perform at their top capability – the or- ganision loses. Besides, we have moral obligations to take care of each other. Creating and maintaining a safe working environment is a moral obligation and helps sustain an organision. Crisis Management: When a crisis arrives it is too late to do much about it – and the crisis may have severe consequences for your organision and your communi- ty. By preparing ahead of time, your organision will be much better prepared to respond effectively. Standard Operating Procedures: There are the ways that people have always done things and then there are the better ways. Many organisions establish stand- ard operating procedures to ensure that employees are working in the best ways possible.

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