Service Management (3 days)
Human resources management:
- Understanding the issues, the organization, and the careers
- Analyze the 4 main functions: recruitment, compensation, job and skills forecasting, improvement of working conditions.
- Knowing the influence of Big Data in HRM
- Designing HR innovations
- Argument for an investment in training
- Mastering the various skills development tools
- Development of an HR training plan
- Understanding social management control and a key process for steering the company in order to develop the collective of an organisation.
- To deepen the study of the structure of a Customer Department: Three models envisaged
- Compare and define the types of overall organisation of a client department
- Analyse the implementation of the legal framework: the rights and duties of the water company and the customer, the subscription contract and the water and sanitation service regulations.
- To recover and keep control of the customers within its scope of activity.
- Understanding the Smart Metering market around the world, remote reading of water meters, services associated with these technologies, multi-fluid, fears and objections to the solution, costing elements.
- Understand the customer service approach and the call centre, online sale of products, products derived from the resource, setting up and analysing a call centre
Climate change (2 days)
Mobilisation of the water ressource:
- To know the stakes of climate change for the different water resources (surface water, groundwater, non-conventional resources).
- To discover new alternative techniques and methods of searching for water; their impacts, costs and energy requirements
- To analyse resource mobilisation strategies by some cities in the world.
- Drawing up an action plan for a water resources project
- Define the concept of greenhouse gases, climate change and the consequences for the functioning of a company, both for its activities and for the daily life of each employee.
- Know the methodologies and tools for assessing greenhouse gas emissions for water and sanitation services (IPCC, GhG)
- Interpreting the different emission factors in the field of water and sanitationTo be able to identify the emissions (direct and indirect) of a perimeter
City-wide renewable energy:
- Identify the main issues and technical constraints (power density, high source variability, need for storage) and economic constraints (investment costs and the need for back-up).
- Distinguishing the main categories of renewable energies and their impacts
- Knowing the possible actions to measure, control, optimise and save energy consumption in a water and sanitation service
- Knowing how to carry out an energy diagnosis of structuresPropose solutions for optimising the operation of equipment and processes
- Compare innovative solutions to reduce GHG emissions by promoting the use of renewable energy sources.
Disadvantaged neighbourhoods (2 days)
- To know the economic, social and environmental factors of water losses in disadvantaged neighbourhoods
- Assessing the water demand of a disadvantaged neighbourhood
- Assimilate that the issue of water losses does not only concern the search for and repair of leaks, but that it is linked to all the activities of a water service.
- Establish a policy to control and reduce water losses
- Draw up a water loss management plan
- Master innovative technical tools to measure unbilled water volumes and deduct the corresponding financial loss.
- Design a strategy for real and apparent losses
- Understanding social water policies in the face of the constraints of underprivileged populations
- Understanding the issues related to access to services for all
- Understand the issues of governance and the role-playing game
- Discover the tools and methods for diagnosing needs and solutions for access to services
- Elaborate a draft action plan taking into account technical, socio-economic, political and institutional dimensions
- Analysing the forces/constraints that stakeholders represent for the evolution and development of the service
- Develop an appropriate consultation and communication strategy
- Knowing the problems of wastewater and excreta sanitation in developing countries
- Put in place strategies and technologies to reduce harmful impacts
- Assess the different components of a sanitation programme (protection of public health and the environment, needs and means of the populations, technical feasibility, financing, communication, local capacity building, etc.).
- Know the different methods of financing sanitation
- Distinguishing categories of sanitation expenditure and costs
- Mastering the tools for financing sanitation
- Understanding urban sanitation governance and developing strategies for urban sanitation
- Relationship between operators and the various stakeholders in the sector (local authorities, POPs, etc.)
Operational innovation (2 days)
- To reinvent business processes
- Improving the operational performance of a water company
- Develop a strategy that allows for continuous digital improvement and digital transformation of processes
- Understanding the different aspects of digital transformation
- Knowing about new technical innovations
- Analysing investment optimisation
10 days case study with Ghana Water Company Limited in Accra
Topics discussed: Diagnosis, immersion, prospective analyses and proposals for relevant actions in groups, including water and sanitation.
Lecturers from Ghana Water Company Limited
Professor Sampson ODURO-KWARTENG
Professor Geophrey ANORNU