TrainingWater Utilities Performance (WUP)

Water Utilities Performance (WUP)

ELAC - Effective leading and communication in water utility management

The success of nowadays management is closely linked with the ability of managers to lead and develop people and to communicate effectively.
This course is about how to improve communication practices in your organization and about how to involve people to work and learn together and create highly efficient organizations.

  • Strengthening participants capabilities to present ideas, products and services convincingly.
  • Better management of time and meetings.
  • Provide facilitation skills for constructive communication and interaction.
  • Strengthening of participants ability to motivate their staff to commit to teamwork, continuous learning and improvement

 

  • Participants manage meetings and other utility resources more effectively
  • Participants know how to prepare the delegation matrix for their water utilities in accordance to laws, regulations and policies
  • Participants learn how to broaden participation of staff in utility management, leading to better decisions and results and higher commitment
  • Participants know how to build more harmonious staff and customer relationships

  • Communications: Concept, managerial communications in a water utility, models and styles , horizontal and vertical communications, cooperation and self assessment. 
  • Team Building: Concept, main pillars for team building, habits of highly effective people, how to build your team, 
  • Delegation: Concept, benefits and how to delegate
  • Meeting Management: Concept, importance, how to manage your meetings (Steps)
  • Time Management: Concept, importance, how to mange your time (steps to be followed)
  • Exercises covering above mentioned training components 

The program is designed for senior and - mid level managers in water utilities, representatives and members of governing boards.

Tools and methods of interactive learning which will result in a balanced mix of short interactive presentations, experiential learning, sharing of best practices between participants and case studies (Practical: 70%-80% and theoretical 20%-30%).
The training explores diverse approaches to the subject matter and provides a forum for discussion of important regional issues.

NCCG - Negotiation and Cross Sectoral Coordination for Enhanced Water Governance

Managing the water utilities affairs in an economical, ecological and
financially sustainable manner requires constructive negotiating skills to
harmonize divergent and sometimes conflicting values, goals and views
from many different stakeholders in the water sector.

Water utility managers and representatives from other relevant
organizations must be able to spotlight topics, represent their interests,
deal constructively with different viewpoints, develop workable solutions
and at the same time maintain good relations with other stakeholders.

 

  • Understand human behaviour: Different personalities, negotiating styles 
    Improved decision making through consensual negotiations: Analysing interests, generate various options to a solution, use of objective criteria;
    Preparing for negotiations: dynamics, strategic roles and phases;
    Practising negotiation skills: Cases will be based on identified challenging issues for the water sector (e.g. the setting of rates / tariffs, water allocations and / or negotiating the merging of water utilities)
  • Participants can negotiate effectively 
  • Participants know how to solve disputes effectively and harmoniously 
  • Participants understand how to prevent conflicts and build harmonious relationships 
  • Participants are able to design strategies on how to achieve the sustainability goal for the utility

 

  • Understand human behaviour: Different personalities, negotiating styles 
  • Improved decision making through consensual negotiations: Analysing interests, generate various options to a solution, use of objective criteria;
  • Preparing for negotiations: dynamics, strategic roles and phases;
  • Practising negotiation skills: Cases will be based on identified challenging issues for the water sector (e.g. the setting of rates / tariffs, water allocations and / or negotiating the merging of water utilities)

The programme is designed for mid-and-senior level managers in water
utilities, including representatives and members of water governing
boards.

Tools and methods of interactive learning which will result in a balanced
mix of short interactive presentations, experiential learning, sharing of best practices between participants and case studies (Practical: 70%-
80% and theoretical 20%-30%).
This includes experiments and simulation exercises with bilateral and
multilateral negotiating situations - participants will have the opportunity
to participate in negotiation and conflict management exercises, case
discussions and practical exercises directly related to water governance
issues

PIAS - Key Performance Indicators and Benchmarking

Water utilities in the MENA region are striving hard to improve their
efficiency, the quality of their services and the level of their performance.

This course will address these aspirations by setting goals for staff,
motivating them, improving their competences, , implementing
Management by Results (MbR) and the creation of performance indicators
and a benchmarking system to measure achievements.

 

  • Enhance the understanding for the concept of management by results and scorecard systems
  • Provide competencies for setting-up scorecard system and introducing key performance indicators
  • Pass on knowledge on assessing and reviewing key performance indicators through benchmarking and trend-analysis
  • Expand the competencies for using assessment and review results for learning and innovation

 

  • Management by results: concept and business rational
  • Scorecard systems: basic concept, step-wise approach for setting-up scorecard systems, developing meaningful key performance indicators and targets
  • Assessing and reviewing key performance indicators: trend-analysis, internal and external benchmarking
  • Learning and innovation: identifying best practices and improvement opportunities on the basis of facts and figures

 

  • Participants understand the added value of management by result
  • Participants are enabled to set-up scorecard systems and identify key performance indicators
  • Participants are enabled to analyse their key performance indicators by using trend-analysis and benchmarking figures
  • Participants are enabled to base decisions on facts and figures
  • Participants are  enabled to use facts and figures for learning and innovation

High and medium levels of management staff and engineers

(Heads of departments and heads of sections in the utility)

Tools and methods of interactive, participatory learning which will result
in a balanced mix of short interactive presentations, experiential learning,
sharing of best practices between participants and case studies short interactive presentations, experiential learning, sharing of best
practices between participants and case studies.

BPQS - Enhancing Business Performance of Water Utilities through Quality Management and Standards

The water sector in most of the MENA countries is part of the public
sector. Most of the water utilities and water departments are part of the
local government (Municipal sector). Not all states in the region has a
strong independent water regulator who takes care of the quality of the
services provided to customers.
This course will enhance the quality management concept and culture
as a key vehicle for improved water and wastewater services. It will also
help people lead continuous improvements in the utility.

 

  • Expand understanding for quality as key to business performance
  • Impart competencies for introducing quality management systems in water utilities
  • Advance knowledge on quality standards for water and waste water management
  • Learn to lead  continuous improvement and learning processes 

 

  • Participants  understand the added value of quality management for their water utility
  • Participants have the knowledge to initiate the introduction of  quality management systems and quality management instruments
  • Participants are enabled to lead continuous improvement and learning processes in water utility

 

  • 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 (ISO, EFQM, Malcom Baldrige Award, Deming Prize), Selecting the “right quality management system”,  introducing quality management systems in water utilities
  • Assessing for excellence: Defining key performance indicators, conducting analysis and surveys, benchmarking results
  • Assuring the quality of products & services: Overview of quality standards for water utilities (e.g DIN EN ISO/IEC 17025), introducing sector-related quality standards, integrating sector-related quality standards in the quality management system
  • Leading for Excellence: Role of leaders, driving continuous improvement and learning processes (behaviour, values, actions)

High and medium level of management staff
(Heads of departments and sections in the utility)

Interactive, participatory learning which will result in a balanced mix of short interactive presentations, experiential learning, sharing of best
practices between participants and case studies.

TrainingWater Utilities Performance (WUP)