ABSTRACT
How does one measure success? The most straightforward method is to evaluate one’s performance in comparison to those in the peer group. This is the most basic form of benchmarking, and most of us have done this in one form or another as we strived to succeed in academics, athletics, the arts, the workplace, or any other meaningful pursuit or activity. Just as we may do in our own lives, companies, businesses, and organizations do much the same thing, and water and wastewater utilities are no exception. A utility strives to provide the best water and/or wastewater service to its customers, and one method of evaluation is to benchmark key parameters against those of peer utilities or industry best practices. When analyzing benchmarking data, the utility should ensure the accuracy and validity of the data analyzed, qualifications of the surveying agencies, and how the results should be interpreted for use by the consumer. This chapter focuses on the benefits and limitations of benchmarking, the survey process of benchmarking, and key benchmarking data of the water and wastewater industry.
