The City of Garland Water Utilities Department knows it is important for its water system operators to complete all their activities on time and within the acceptable parameters set by department managers. When operators do not perform their tasks appropriately, the consequences can be costly to the utility and its customers. In Garland, a Texas city of 230,000, the challenge has been to create an evaluation system that realistically embodies all the activities that operators perform. The utility surveyed various Texas and out-of-state water utilities to learn about their objective performance evaluation systems. All reported that they did not use
