Service Management Research Paper

Mount Pleasant Waterworks

Service Management Organization

Mount Pleasant Waterworks

Service Management Organization

The term Service Management is most widely used as the component of Operations Support Systems responsible for service delivery, such as order management, inventory management, network management and maintenance, and performance diagnostics of communication or municipality service providers and their networks. A service management system automates manual operations of the network, delivery services, and support, making these areas more efficient.

This paper will focus on municipal service management systems. The waste, filtration and supply components of municipal service management systems are reviewed along with the type of business functions for which waste, filtration, and supply management is designed to support. Three business strategies that drive the development and deployment of municipal service management systems — customer service, quality-improvement, and revenue-growth — will be introduced and serve as the foundation for the discussion of the types of systems that can be implemented to support the strategies. Strengths and weaknesses presented by the economic market in municipal services are also examined.

The service management system we will focus on is Mount Pleasant Waterworks, located in Mount Pleasant, SC. The plans for establishing a waterworks management system for Mount Pleasant were initiated in September, 1933 while T.G. McCants was mayor. Mayor McCants unfortunately died during the planning stages. The succeeding Mayor W. L. Erckmann was able to complete the project. James E. Gibson, manager and engineer of the Charleston Water System, developed a system that would supply 160,000 gallons of water per day to the customers of Mount Pleasant.

In October 1935, the Charleston County Commission began operation of a water distribution system utilizing the following:

* Three wells – holding a combined capacity of...