Guidelines and manuals are the main and most numerous documents produced by our project. Each guideline and manual is used as a reference for coaching and training of the respective departments and personnel of the participating service providers.

The purpose of the guideline is to provide a general overview of a selected subject without addressing details. Thus, the service providers use these guidelines as a reference for comparing their own operations and activities with the recommendations of the guidelines.

The following topics are so far covered by our guidelines:

• Guidelines on the management and implementation of communication activities(EN&VN )

• Customer Survey Manual (Eng - Guideline on Generic Policy for Wastewater Management Company (Eng -Vn )

• Management Information System (MIS) Guidelines (Eng and Vn)

• Institutional and Organizational Guidelines (Eng and Vn)

• Financial Management Guidelines - 2^nd Edition (Eng and Vn)

• Customer Relations Management Guidelines - 1^st Edition (Eng and Vn)

• Asset Management Guidelines (Eng -Vn)

• GIS-based Asset Documentation Guidelines - VIDAGIS - 1^st Edition (Eng - Vn )

• Basic Asset Documentation Guidelines (Draft Version) (Eng)

• Human Resource Management Guidelines - 1^st Edition (Eng and Vn)

• Managing for Development Results Report Phase 1 (Eng)

• Manual on Managing for Development Result Phase 1 (Eng)

• Supporting Guidelines:

  • Coaching Techniques - 1^st Edition (Eng and Vn)

  • Creating Flowcharts - 1^st Edition (Eng and Vn)

  • Writing SOPs - 1^st Edition (Eng and Vn)

  • Evaluation of Effect of Training Events (in progress)

  • Metaplan Method - 1^st Edition (Eng and VN)

  • Corporate Development Plan Preparation - 1^st Edition (Eng and VN)

  • Service Standards - 1^st Edition (Eng and VN)

Apart from the guidelines our project has created several manuals. The purpose of the manual is to provide our partners with a more detailed overview of selected topics that are considered as priority interventions for the capacity building process within the service providers.

The following topics are so far covered by our manuals:

• Quality Management System Manual (Eng and Vn)

• Financial Management Manual - 1^st Edition (Eng and Vn)

• Operation and Maintenance Manual (in progress)

• Manual on Management Skills - 1^st Edition (Eng and Vn)

The following figure is summarizing the number, type and topics of the guidelines as well as the title of the respective manuals that we intend to provide for our partners.