ISO Certification Throwback

 Compliance with all the regulatory and legal requirements  Great improvement in handling customer issues hence improved customer experience.  All the processes were documented in the procedures, hence easy to replicate.  Records of the implementation of the procedures were being maintained and easily retrievable.  Improved working conditions and infrastructure.  The need to analyze data to inform decision making.  The cost of operation optimized in the organization.  Improved brand image of the organization.

The organization then transited to the standard ISO 9001: 2015. The transition process involved training of staff at all the levels, retraining of the internal auditors and revision of the QMS documents to consider the requirements of the new standards. The new standard came with new aspects that are very relevant in today’s business environment. It focused majorly on risk-based thinking. It follows the principles of QMS namely; customer focus, leadership, engagement of people, process approach, evidence decision making, relationship management. Risk management has become an integral part of our business process. Managing the process risks at the respective processes was a game changer in the Company and in the business world. Since the implementation of the new standard, the customer experience has improved and so has our overall brand image. Staff engagement has also improved at all the levels and this has had a positive impact on staff morale. In addition, the Company has also implemented another ISO system, ISO 17025:2018 at our cold-water meter calibration laboratory. The meter calibration laboratory has improved the meter management process in the entire organization. The calibration laboratory was later accredited in the year 2021 and this made the laboratory to offer calibration services to other water companies, hence an additional source of revenue to the Company.

The implementation of the ISO standards has a lot of positive impacts on the staff and on how they undertake their assignments. As the Management Representative, I look back and appreciate the hard work, the sweat, the zeal and every other effort that has been put by each team

Photo/file: Meter calibration equipment to see the company where it is today in terms of being ISO compliant. Like the say, being ISO certified means that it is continuous improvement.

Mbele pamoja!

Safety Tips At The Wor kplace

• Always Report Unsafe Conditions. • Keep a clean workstation. • Wear protective equipment. • Take breaks off work, rest and recharge. • Don't skip steps (Avoid shortcuts) • Stay up to date with new procedures or protocols. • Maintain proper posture to avoid aches and pains. • Offer guidance to new employees.

EFFECT OF ACCOUNTS BILLED ON AVERAGE ON THE NRW REDUCTION MANAGEMENT

Inaccesible meter Cut-off meter Missing meter

The company aims at billing all her customers based on their actual consumption. However, due to various reasons some meters cannot be read and this leads to customers being billed on average consumption. KIWASCO has a target that only 5% of the total number of customers should be billed on average. This therefore means that the accounts billed on average contribute to our global non-revenue by 5%.

Estimation of water loss due to accounts being billed on average

For instance, the total consumption of 387 accounts billed on average in the month of May 2019 was 15,439m3. The total average consumption for 6 months on these 387 accounts when billed on actual was 41,867m3. This therefore meant that from the sampled

387 accounts, water lost was 26,428m

3 .