Following completion of Video 8 and Chapter 8, students should be able to:

1. Explain the purpose of operation and maintenance (O&M) programs.
2. Describe the rules and regulations applicable to their small water system.
3. Develop and implement a staffing program, including hiring and training.
4. Politely and effectively handle customer inquiries (complaints).
5. Develop and implement a public relations program.
6. Describe the proper relationships between employees and their employer.
7. Develop and implement a safety program for their small water utility.
8. Explain the importance of a water conservation program.
9. Describe the role of the benchmarking process in improving system performance.

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