AWWA ACE99387

This paper presents the importance of leadership and culture in organizational change processes through a case study of the Butler County Department of Environmental Services. Some of the issues and problems that the organization faced were: growth rate of 5-7%; system infrastructure deficiencies; water system connection moratorium; consent decrees at our wastewater facilities; customer unrest; environmental group lobbying/complaints; rate increases of approximately 18%; and, FBI probe for alleged improprieties. Because of these problems, the organization made some changes that included: enhancing equipment and developing extensive employee training programs; implementing teams and delegating decision making authority to staff and managers, allowing more effectiveness in capital improvements and financial planning; improving the procedures manual; eliminating outdated policies; improving internal communications; and, expanding customer outreach and education by using focus groups and newsletters.

Product Details

Published:

01/01/1999

ISBN(s):

1583210016

Number of Pages:

11

File Size:

1 file , 170 KB