3rd Regional Training Course: Enhancing Business Performance of Water Utilities through Quality Management and Standards

Why this course?Water utilities in the MENA region are striving hard to improve their efficiency, the quality of their services and the level of their overall performance. Despite some important differences in the legal status of water service providers and the institutional set-up of the water sector, the challenges throughout the region remain similar.

The development of  strong, independent regulators  who take  care of the quality of the  water  services provided to customers would assist the sector. Therefore, capacity building in water utilities should address elements of standards concerning service activities and quality management issues relevant at individual, organisational and institutional levels. The skills to apply standards are important to enable utilities to strengthen their management practices to improve internal processes, customer services and to effectively cooperate with other actors in the water sector.
Objective of the regional training course (RT)The training aims to enhance knowledge on internationally accepted standards, modern quality management concepts and how to apply them at various workplaces in water utilities and other organisations in the water sector:

• Expand understanding for quality as key to business performance
• Impart competencies for introducing and implementing quality management systems in the water sector
• Advance knowledge on quality management and standards for water and waste water management 
• Create opportunity to learn from each other and to share experiences or perspectives on good practices from the region.

The training will focus on the following contents:

• The business rational behind quality: Today’s understanding of quality, improving business results through quality, fundamental concepts of quality management
• Starting the journey of "excellence": Overview of quality management systems, e.g. ISO, TSM, TQM, KM
• Leading and assessing for excellence: Defining performance indicators, conducting analysis and surveys,  and benchmarking results
• Assuring the quality of products & services: Overview of quality standards for water utilities (e.g  ISO 24510, 24511 and 24512), introducing sector-related quality standards and integrating sector-related quality standards in the quality management system.

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Deadline for applications:  30 April 2011.  Early entries have 1^st priority.