For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan¡¦s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source. As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated. In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following: 1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC. 2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees¡¦ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead. 3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated. 4. Analysis points out outsourcing services are critical to TWC¡¦s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.

The performance management of public utilities becomes significant because public utilities provide essential resources and services for people¡¦s daily lives. In this research, we focus on public water utility and take Taiwan Water Corporation as a case study to establish an appropriate performance management system for public utility. We refer to other public water utilities abroad and employ best practice in our case company. Therefore, we demonstrate the performance management of public utilities comprise production-related and finance-related aspects including 6 goals which are production, customer, workplace, environment, cost and profit goal and generalize 18 KPIs to examine the performance of Taiwan Water Corporation. The result suggests that Taiwan Water Corporation underperformed in recent years due to the achievement rates of 18 KPIs decreased gradually; however, its incentive bonus increased inversely. We presume that the current performance management involving goal setting, assessment standards, and reward system of Taiwan Water Corporation exists contradiction and inadequacy. Finally, we can learn from best practice that the performance assessment of public utility should be divided into production-related and finance-related aspects including six goals. Besides, the evaluation of reward system is suggested to connect with company¡¦s vision, mission and goal for causal relationship so that the team priority and individual priority are simultaneous and possess goal congruence.