Benchmarken: hoe kan dat leiden tot verbetering?
Marieke de Goede (TU Delft - Civil Engineering & Geosciences)
Bert Enserink (TU Delft - Technology, Policy and Management)
Ignaz Worm (Isle Utilities)
Jan Peter van der Hoek (Waternet, TU Delft - Civil Engineering & Geosciences)
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Abstract
Since 1997, the performance of Dutch drinking water companies are compared to each other using a benchmark. After a period of much improvement, the process now seems to be stagnating. Why? And what can be done about it?