Establishing performance indicators for water supply services / Azizah Salleh

The Water Supply Industry in Malaysia is currently undergoing radical changes that may turn chaotic in the absence of proper monitoring and control. The fast pace of changes occurring in the industry includes privatization of services as well as the transfer of control of the industry from State governments to the Federal Government. Regulators need a proper tool to ensure that all organizations involved in the industry conform to a certain set of standards. Performance Indicators are able to reflect the performance levels of these organizations as a guarantee that the products and services provided will satisfy the consumers. Since the practice of using Performance Indicators is a relatively new one, there have been very few studies conducted to produce a standard set of Performance Indicators for use by the whole industry. This study involves the investigation of actual present practices concerning Performance Indicators in local organizations involved in the Water Supply industry, through the use of questionnaires and interviews, and comparing with practices as reported in available literature. Comparison is also made to practices (as reported in literature) in other countries. Focus is given to Performance Indicators from a management point of view. No attempt is made to develop new Performance Indicators and no benchmark figures are established in this report. The final recommendations are sets of Performance Indicators for management of Water Supply Service providers.