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AWWA ACE99500
- Using Work Management and Total Quality Management Systems to Assess, Manage and Improve Infrastructure, Preventive Maintenance and Repair Activities
- Conference Proceeding by American Water Works Association, 01/01/1999
- Publisher: AWWA
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This paper discusses how plant maintenance or Work Management Systems (WMS) can be used in conjunction with customer satisfaction, focused management philosophies like Total Quality Management (TQM) to assess, manage and improve infrastructure preventive maintenance and repair activities while greatly increasing internal customer satisfaction. The first step in using WMS to support a TQM program is to verify the system's adequacy for the task. Also, a customer-focused management philosophy should be implemented at the same time. Combining the WMS and TQM processes at the East Bay Municipal Utility District resulted in user satisfaction at high levels.
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