Christiana Metzker Netto

PhD fellow


Christiana Metzker Netto graduated from the MSc Programme in Human Resources and Organizations, in UFMG (Federal University of Minas Gerais, Brazil), in 2007. Her MSc topic was Networks and Social Relations in Shoes Section of a Local Fair.

She has been a lecturer for 7 years, with lectures related to Management, Human Resources and Entrepreneurship, and Coordinator of Business Administration Course in a private university in Brazil for 3 years. She has also worked as Strategic and Innovation Advisor in the Government of the State of Minas Gerais.


How Water and Sanitation Utilities Learn: The Case of Non-revenue Water in Brazil


Research summary

This research attempts to understand how Brazilian water and sanitation utilities learn, with the aim of reducing non-revenue water. Brazil has a large area with considerable differences between each region. The differences can be also perceived between the water utilities. Three utilities will be analysed through case studies. The utilities are controlled by the state, with the participation of private capital, and represent the type of utility that supplies the majority of the population in Brazil. Considering the context, this research is an opportunity to help water and sanitation utilities in Brazil, in terms of reduction of non-revenue water, using the knowledge already available inside the country. The research will contribute to the academic literature by testing a theoretical framework and a methodology to improve knowledge management, resulting also in practical guidelines. A conceptual framework based on Weggeman's Knowledge Value Chain was developed to guide the research. The framework is the basis for the questions to be addressed to managers and staff from each utility. The general objective is to analyse the learning process on non-revenue water in water and sanitation utilities in Brazil and the specific objectives are: to describe and analyse the knowledge management processes on non-revenue water within water and sanitation utilities; to analyse the relationship between learning and non-revenue water performance within each utility; to compare the learning process on non-revenue water of utilities; to assess a conceptual framework for the knowledge management process within water and sanitation utilities in Brazil. The premises are: Knowledge Management is being applied in the water and sanitation utilities to ensure the availability and use of the most relevant knowledge for reducing non-revenue water; the learning occurs during the whole process of reducing non-revenue water; utilities with systematic learning processes are better able to improve performance regarding non-revenue water; the management of knowledge can lead to necessary changes and improvements in non-revenue water.


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