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1 David Childs, Presenter Cell: 214-450-4075.

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Presentation on theme: "1 David Childs, Presenter Cell: 214-450-4075."— Presentation transcript:

1 1 David Childs, Presenter Cell:

2 2 High-Performance Cultures

3 3 Charlotte, N.C – Implemented H.P.C – Designated most livable city in the nation

4 4 Coral Springs, FL (winner of 2007 Baldrige Award) Performance: First in EMS/Fire Call Response % within 8 minutes; Second in average Police Response Time Resource Allocation: Lowest tax rate among 6 cities; lowest employee count per population among 9 cities; 2 nd lowest operating cost per citizen and 2 nd lowest debt burden among 9 AAA bond-rated cities

5 5 Dallas County Tax Office (Quality Texas recognition for 2007 & 2008) Performance: First in State in vehicle titles and registrations per FTE; 2 nd in Nation in tax accounts per FTE; reduced average DMV wait time from 48 to 8 minutes; reduced peak telephone wait time from 8 to 3 minutes Resource Allocation: Over 20 year period, reduced staff while tripling workload and improving response times; maintained average annual increase of 3.3% in gross annual budget while comparable agencies increased by 10-12%

6 6 Galveston Tax Office Over four year period, increased production and improved response times while reducing staff from 67 to 51

7 7 State of Iowa Improved processing time for air quality permits – from 62 days to 6 days Improved processing time for wastewater discharge permits – from 28 months to 4.5 months

8 8 City of Irving, TX (Quality Texas recognition for 2009) One of only four cities in Texas with AAA bond rating 2 nd lowest tax rate among 11 cities 2 nd lowest debt burden among 11 cities

9 9 High Performance Culture yields proven results Improved performance Increased productivity Improved citizen service Reduced resource/financial demands Documentable improved efficiency and effectiveness

10 10 Typical Management

11 11 Typical Management Top Down Negative Profit today Self-centered Sociopathic

12 12 High Performance Culture

13 13 High Performance Culture Bottom up Positive Long-term service Mission-centered Actualized

14 14 H.P.C. Step #1: MISSION Known meaning/purpose/focus/motivation

15 15 Characteristics of a Quality Mission Statement Brief Unique Visionary Lived

16 16 H.P.C. Step #2: RECRUITING Look for actualizers and PHACES

17 17 Typical Hires: Skills/ Experience

18 18 H.P.C. Hires: Actualizers; givers; at peace

19 19

20 20 H.P.C. Hires: PHACES P = Positive H = Happy A = Alert C = Confident E = Energetic S = Sophisticated

21 21 The most revealing interview question….?

22 22 H.P.C. Step #3: EMPOWER You hired excellence! You have given them an inspiring mission! Let them do it!

23 23

24 24

25 25 Workplace Improvements Suggested by Employees

26 26 H.P.C. Step #4: COUNT Who are your 5 most productive employees? Your 5 most efficient departments? How effective/efficient is your organization in comparison with 5 of its peers? Can you document it?

27 27 The Cornerstone Question: Are you accomplishing the mission more successfully than you were four years ago? PROVE IT!

28 28

29 29 Key Elements of Effective Performance Measures Measure the mission Measure the tangible desired impact Few (end result, not processes) Positive

30 30 Develop Key Measures

31 31 What 5 efficiencies/outcomes/impacts do you most want to monitor to determine progress toward your mission? 1.______________________________ 2.______________________________ 3.______________________________ 4.______________________________ 5.______________________________

32 32 FIT FOR SERVICE © ANNUAL FITNESS CHECK-UP (CITIES): Animal Code Organization Name: __________________________________________Date: ___________Population: _________________ 2 years agoLast yearThis year 1. Average % facility occupancy 2. Average cost/animal per day 3. Average total cost/animal 4. Adoption % 5. % Animal code complaints brought to compliance 6. % Total costs recovered/ donated/etc. 7. Total cost per citizen

33 33 Code Enforcement: 2 years agoLast yearThis year 1. Code Accounts/FTE 2. Inspections/FTE 3. Annual cost per account 4. Complaints as % of total violations 5. Average # days from complaint to inspection 6. Average # days from inspection to compliance 7. % Code violations voluntarily corrected 8. Violations as % of total accounts 9. % Total costs recovered

34 34 Permits: 2 years agoLast yearThis year 1. # Days from request to BEMP approval 2. # Days from request to building plan approval 3. Cost per BEMP inspection 4. Cost per building plan review 5. BEMP inspections /FTE 6. Building plan reviews/FTE 7. % Total costs recovered

35 35 FIT FOR SERVICE © ANNUAL FITNESS CHECK-UP (CITIES): Facilities Organization Name: __________________________________________Date: ___________Population: _________________ 2 years agoLast yearThis year 1. Total Square Feet 2. Cost/Sq. Ft. for maintenance 3. Cost/Sq. Ft. for custodial 4. Cost/Sq. Ft. for energy 5. % Total FTE/Hours dedicated to emergency repairs 6. Average hours from emergency call until repair completion 7. % Total FTE/Hours dedicated to prevention 8. # Facilities-related injuries (maintenance staff/office staff/ citizens)

36 36 EMS: 2 years agoLast yearThis year 1. # Seconds to answer call 2. Average time from first ring to arrival 3. #Calls/FTE 4. % Total calls resulting in dispatch 5. Average cost per dispatch 6. Call monitoring quality of call % 7. # Poor quality of service complaints/lawsuits 8. Survival % of cardiac calls 9. # Attending healthy lifestyle presentations 10. % Total costs recovered 11. Total cost/citizen

37 37 FIT FOR SERVICE © ANNUAL FITNESS CHECK-UP (CITIES): Purchasing Organization Name: __________________________________________Date: ___________Population: _________________ 2 years agoLast yearThis year 1. # Days from requisition until product is installed 2. % Total contract cost/original bid cost 3. Revenue from sale of surplus 4. # Contract mediations 5. Total $ in maintenance/repair contracts 6. Total $ in purchase contracts

38 38 Congratulations! You have measures!

39 39 H.P.C. Step #5: REWARD Verifies commitment to mission Verifies monitoring Maintains focus/commitment to mission Attracts more actualizers/PHACES

40 40 Types of Reward Recognition Positive atmosphere Purpose Accomplishment $$$

41 41 H.P.C. Step #6: CONSTANTLY IMPROVE Dont look back. Somethin might be gainin on ya! ---Satchel Paige

42 42 6 phases of a project 1.Enthusiasm 2.Disillusionment 3.Panic 4.Search for the Guilty 5.Punishment of the Innocent 6.Praise and Honors for the Non Participants

43 43

44 44 Core Question: How can we improve our measures of mission success? Process analysis Cost/benefit Staff performance

45 45

46 46 Summary: the symbiotic cycle of success Mission Hire actualizers/PHACES Empower Count Reward Improve Repeat

47 47 Leaders are best when people barely know they exist. Not so good when people obey and acclaim them, Worse when they are despised. Fail to honor people and they will not honor you. But of good leaders who talk little, When the work is done and the aims fulfilled, Their people will say, We did this ourselves. Lao-Tse, 565 BC

48 48 You and your staff are now living a life with: Focus Purpose Meaning Achievement CONGRATULATIONS!!

49 49 David Childs, Presenter Cell:


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