Veolia is a Chicago-based company that provides water and wastewater partnership services. However, as of July 2008, only 10% of water and wastewater treatment operations in the United States were operated by private providers, and the remaining 90% were operated by municipalities themselves. Municipalities were facing challenges such as increasing demand and recruiting experienced technical professionals. Veolia sees significant growth potential in pursuing the market managed by municipalities themselves. At the time, senior management knew they had to seize growth opportunities. Senior management decided to use a more formal strategic planning and management system to grow the company. Veolia's Director of Management Systems was selected as a Balanced Scorecard Project Champion. During the monthly operations meeting, the project champion presents the Corporate Scorecard and allows senior management time to discuss performance and initiatives. Veolia is supporting and managing the Balanced Scorecard by hosting quarterly company-wide webinars for employees in the United States and Canada. The Balance Scorecard is an important part of the webinar message and sometimes includes celebration and recognition of a success brought to the company as a result of using the specific Balance Scorecard. It has brought significant improvement in business performance. The company's SMT said it has improved operating cash flow,