Benchmarking and performance indicators in Portugal: A case study of a water supply company
Autor(a) principal: | |
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Data de Publicação: | 2022 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.8/7268 |
Resumo: | Rapid population growth and urbanisation are being experienced worldwide; in industrialised and developing countries alike, although more vigorously in the latter. The implicating pressures placed on social services, infrastructure, and the environment is enormous. The urban water cycle and water supply services are among the essential systems affected. Thus, the need to constantly improve the quality, availability, efficiency, and affordability of water in urbanised environments is paramount. The presence of performance measuring systems is among the tools utilised to attain these parameters and improve the quality of service in water companies. This dissertation aims to attain an empirical understanding of benchmarking and the application of regulated performance indicators to determine the quality of service in water companies, over a 6-year evaluation period. The 14 Portuguese regulated performance indicators were applied to 24 water companies, and the performance of an identified water company; Be Water - Águas de Ourém was compared to the national and cluster performance. The advantage and effectiveness of benchmarking and the use of regulated PIs was evident in this work. The PIs produced a measurable status quo and its evolution for all the multi-dimensional water companies, and the benchmarking offered an opportunity to identify the ‘best practice’ and a reference point to explore the characteristics, systems, and technologies used to promote operation and management productivity. |
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Benchmarking and performance indicators in Portugal: A case study of a water supply companyUrbanisationBenchmarkingPerformance IndicatorsWater supply servicesDomínio/Área Científica::Engenharia e Tecnologia::Engenharia CivilRapid population growth and urbanisation are being experienced worldwide; in industrialised and developing countries alike, although more vigorously in the latter. The implicating pressures placed on social services, infrastructure, and the environment is enormous. The urban water cycle and water supply services are among the essential systems affected. Thus, the need to constantly improve the quality, availability, efficiency, and affordability of water in urbanised environments is paramount. The presence of performance measuring systems is among the tools utilised to attain these parameters and improve the quality of service in water companies. This dissertation aims to attain an empirical understanding of benchmarking and the application of regulated performance indicators to determine the quality of service in water companies, over a 6-year evaluation period. The 14 Portuguese regulated performance indicators were applied to 24 water companies, and the performance of an identified water company; Be Water - Águas de Ourém was compared to the national and cluster performance. The advantage and effectiveness of benchmarking and the use of regulated PIs was evident in this work. The PIs produced a measurable status quo and its evolution for all the multi-dimensional water companies, and the benchmarking offered an opportunity to identify the ‘best practice’ and a reference point to explore the characteristics, systems, and technologies used to promote operation and management productivity.Gomes, Ricardo de JesusIC-OnlineLushaba, Dimpho Angel2022-06-17T17:27:39Z2022-02-032022-02-03T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.8/7268TID:203025822enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-01-17T15:54:51Zoai:iconline.ipleiria.pt:10400.8/7268Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T01:50:17.666768Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
title |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
spellingShingle |
Benchmarking and performance indicators in Portugal: A case study of a water supply company Lushaba, Dimpho Angel Urbanisation Benchmarking Performance Indicators Water supply services Domínio/Área Científica::Engenharia e Tecnologia::Engenharia Civil |
title_short |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
title_full |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
title_fullStr |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
title_full_unstemmed |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
title_sort |
Benchmarking and performance indicators in Portugal: A case study of a water supply company |
author |
Lushaba, Dimpho Angel |
author_facet |
Lushaba, Dimpho Angel |
author_role |
author |
dc.contributor.none.fl_str_mv |
Gomes, Ricardo de Jesus IC-Online |
dc.contributor.author.fl_str_mv |
Lushaba, Dimpho Angel |
dc.subject.por.fl_str_mv |
Urbanisation Benchmarking Performance Indicators Water supply services Domínio/Área Científica::Engenharia e Tecnologia::Engenharia Civil |
topic |
Urbanisation Benchmarking Performance Indicators Water supply services Domínio/Área Científica::Engenharia e Tecnologia::Engenharia Civil |
description |
Rapid population growth and urbanisation are being experienced worldwide; in industrialised and developing countries alike, although more vigorously in the latter. The implicating pressures placed on social services, infrastructure, and the environment is enormous. The urban water cycle and water supply services are among the essential systems affected. Thus, the need to constantly improve the quality, availability, efficiency, and affordability of water in urbanised environments is paramount. The presence of performance measuring systems is among the tools utilised to attain these parameters and improve the quality of service in water companies. This dissertation aims to attain an empirical understanding of benchmarking and the application of regulated performance indicators to determine the quality of service in water companies, over a 6-year evaluation period. The 14 Portuguese regulated performance indicators were applied to 24 water companies, and the performance of an identified water company; Be Water - Águas de Ourém was compared to the national and cluster performance. The advantage and effectiveness of benchmarking and the use of regulated PIs was evident in this work. The PIs produced a measurable status quo and its evolution for all the multi-dimensional water companies, and the benchmarking offered an opportunity to identify the ‘best practice’ and a reference point to explore the characteristics, systems, and technologies used to promote operation and management productivity. |
publishDate |
2022 |
dc.date.none.fl_str_mv |
2022-06-17T17:27:39Z 2022-02-03 2022-02-03T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.8/7268 TID:203025822 |
url |
http://hdl.handle.net/10400.8/7268 |
identifier_str_mv |
TID:203025822 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
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info:eu-repo/semantics/openAccess |
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openAccess |
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application/pdf |
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reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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