Shanghai-Pudong - China

Pudong, Shanghai's business district, is one of Asia's major economic and financial centers. Local authorities are striving to develop highquality water services. Shanghai is due to host the 2010 World Exhibition.

For Veolia Water, the delegation of these water services in 2002 represented a human, managerial, technical and cultural challenge.

To guarantee long-term service quality, the training of employees was essential. Trust, transparency and respect of the local culture are the main elements guaranteeing team cohesion.

Rapid and visible service improvement in water quality, extension of and improvement in the supply system, customer services, implementation of an efficient quality control system, etc.

Definition of a human resources policy based on local culture, in order to:

• guarantee the progressive switch from public to private sector and develop a new corporate culture
• promote local expertise and implement a training program at all corporate levels.

A triple competences center

• Central water analysis laboratory, in charge of controlling water quality with top-of-the-range equipment;
• Water movements center, modeling and controlling the system and water supply process in real time. Directly connected to operational teams, this tool facilitates rapid and optimized emergency interventions;
• Call center, providing clients with 24/7 personalized telephone assistance via centralized information and well-trained personnel.

A human resources policy based on the development of local skills

• Employee transfer program guaranteeing job security for all personnel;
• Revise remuneration structure: introduce performance bonus and increase wage benefits;
• Intensive training program at all organizational levels (training center, on-site training, etc.);
• Introduce new health and safety standards to improve working conditions.