| Summary: | 碩士 === 國立清華大學 === 工業工程與工程管理學系 === 100 === Water is essential to sustain life and livelihoods of the global economy. Enhancing the operational and financial performance of water utilities will provide the basis necessary for expanding access and improving quality of service. The need for Taiwan‘s water utilities to improve performance are under increasing pressure to perform.The purpose of the study was to develop a core set of performance indicators commonly used among international water utilities or organizations from Taiwan,China,American Water Works Association, Japan Water Works Association, Singapore, UK ,European Benchmarking Co-operation, International Water Association, and the International Benchmarking Network for Water and Satination Utilities compare performance with similar utilities in the country or with comparable firms in other countries by metric benchmarking . Taiwan’s water utilities can learn standards of international good practice and how well a utility is performing, identify areas for improvement, and help indicate a plan of action for benchmarking.
The set of core indicators that commonly used among international water utilities are four key areas of performance as follows：1)water operation indicators:distribution system water loss, drinking water compliance rate, CMD water delivered per employee, water distribution system integrity, mains rehabilitation, 2)customer service indicator:customer accounts per employee, 3)financial control indicators:revenue on water sales per employee, unit cost of water supply,unit tariff of water supply, operating ratio and 4) financial performance indicator:return on assets.
The international performance comparisons suggest that Taiwan’s water utilities outperformed others in the indicators of CMD water delivered per employee, customer accounts per employee,and unit cost of water supply. However, in the indicators of distribution system water loss , water distribution system integrity , revenue on water sales per employee and unit tariff of water supply appear to be the urgent need to be improved for Taiwan’s water utilities. Comparisons of operating ratio and return on assets suggest that Taipei Water Department performe better than other utilities, but the performance for Taiwan Water Corporation were poor.
The recommendations for Taiwan water utilities to learn international good practice for improving their performance will be preferred from Japanese water utilities, then Singapore's national water agency PUB .
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