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San Francisco Public Utilities Commission Case Study

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San Francisco Public Utilities Commission Case Study
Question 1
San Francisco Public Utilities Commission (SPFUC) is a branch of the city council of San Francisco that handles ensuring that there is water, power services, and water treatment to the city. Just like any other organization, it has its business goals that it is out to achieve. The basic goal of SPFUC organization is to provide its clients, who are the residents of the Bay area and San Francisco with wastewater treatment and high quality reasonably priced water. Additionally these goals will be achieved while responsibly and efficiently managing natural, human, and physical resources. SPFUC is facing a major challenge in handling the knowledge of its workers. Approximately 20% of the employees will be retiring, and the biggest headache is that the jobs that they do is technical, not recorded anywhere therefore they risk losing knowledge through retirement.

Question 2
SPFUC is facing a critical challenge in maintaining the knowledge of its employees within the company. Following the retirement of some employees of whom a significant number carried out technical duties, SPFUC risks losing its knowledge among the employees through retirement. The situation is even in a more critical position when it comes to training new employees will be more complicated. Therefore, capturing of, managing, transferring, and sustaining consistency and accountability notwithstanding a larger influx of workers will prove a challenge. SPFUC as an organization did not have proper documentation of its work. The job descriptions and manuals were not there, and each employee knew what he or she was supposed to do. As a result, they risked losing the knowledge through retirement and it proved a challenge while training new employees.

Question 3
After identifying the potential risks they were facing with their current knowledge management system, they employed the use of Enterprise Process Centre (EPC). EPC manages knowledge preservation and creates new approaches of sharing information, collaborating, and identifying roles and duties. Additionally, EPC sought to identify overlapping jobs by plotting business processes through each department. SPFUC considered the retirement of its employees as a chance to implement a system that would curb similar setbacks in the future. EPC impressed not only with the fact that it was able to span all the four departments effectively but also because it would ensure progress from older to newer personnel more quickly. Additionally, while also cutting operational costs by identifying redundant tasks and taking action on them. EPC devised work order flows relating to all tasks performed, and defined employee roles. Also, it recognized obsolete procedures that were apt for automation.

Question 4
EPC proved to very effective in curbing the problems faced by SPFUC. It started with the problem of finding practices that were executed daily by creating work orders and defining employee roles. EPC made sure that anyone who went looking for information about a task could find it easily; this played a significant role in the training of new workers. SPFUC with the help of EPC eliminated outdated tasks that have an effect on keeping employees happy, thus improving performance and maintaining a low employee turnover. EPC served as a very useful tools to help SPFUC face the challenges it was facing Furthermore it went ahead to contribute to the organization’s mission to become environmentally responsible for reducing the use of paper and power.

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