1. LEARN COLLECT EXCEL DALE F. WEEKS Senior Executive Officer Florida Department of Revenue Benchmarking: How and Why to Compare Apples to Oranges to Grapefruits – What Is In It For Me?

2.  TODAY’S LEARNING PROCESS:  Expect Involvement – Your Ideas  Think Outside Your “Comfort Zone”  Try On the “Boots” of Our Customers – What Would They Say?  Outcome: Build A Commitment to Performance Excellence

3. YOUR 45 MINUTE BENCHMARKING RIDE TODAY  WHAT IS BENCHMARKING & WHY SHOULD I DO IT?  WHO IS DOING BENCHMARKING NOW IN BOTH THE PUBLIC AND PRIVATE SECTORS?  IS MY ORGANIZATION READY FOR BENCHMARKING?  HOW DO I BEGIN BENCHMARKING?  WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME?

4. Performance Excellence Brainstorming ICE BREAKER LEARNING EXERCISE  NAME 3 ORGANIZATIONS YOU THINK EXEMPLIFY EXCELLENCE AND EXPLAIN WHY.

5.  Definition: A Methodology for seeking out and identifying “world-class” practices that can be adopted or adapted to achieve superior performance.  Underlying Premise: A Large Percentage (70%) of What Organizations Do Is the Same, No Need to Reinvent Wheels (the NIH Factor).  It Can Be Informal (Office Sharing, Reading, Networking) or Formal 8 Step Business Process  Types of Benchmarking: Success Stories, Performance Metrics Comparisons, Business Process Benchmarking, or “World-Class” Best Practice Benchmarking. WHAT IS BENCHMARKING?

6.  To Directly Address the External Demands for Change – “Better, Faster, Cheaper, Do More With Less” – It Can and Is Being Done – Our Country Deserves Nothing Less – “This Is the Moment!”  To Build An Energizing Vision of Your Organization’s Performance Potential (“Going to the Moon”) – A BHAG!!!  Examples - To Be in the Top 5 or 10 % in The World; To Deliver What Your Customers or Citizens Expect and Deserve - It Is “Their Money.”  To Establish a “Built to Last” Foundation for Innovation and Growth for All Employees. WHY DO BENCHMARKING? (Where is the Urgency?)

7. 1.Public Sector – Cities, Counties, States, and Federal Agencies – United States and Globally Recent Baldrige Winners – City of Coral Springs & Similar Governments in Selected Areas. Ontario Municipal Benchmarking Initiative (OMBI) – 15 Cities Around Toronto. Institute for Citizen Centred Service (ICCS) – Canada – Common Measurement Tools – 200+ Members International City/County Managers Association Tax Agencies in US, Canada, & Beyond WHO IS DOING BENCHMARKING TODAY?

8. 2. Private Sector – 20 Years of Baldrige History  Approx. 100 Winners and Numerous Applicants  40+ State Awards in the United States  Baldrige Programs in Most Major Developed Countries (US, Canada, Europe, Mexico, Singapore, South America, etc.) 3. Healthcare and Education Sectors – Recent Baldrige Winners – Real Growth Arenas!  Robert Woods Johnson Hospital – New Jersey  Mayo Clinic – “On The Journey”  Selected School Districts, Colleges, & Universities – Gradual Evolution. WHO IS DOING BENCHMARKING TODAY?

9. 1.Your Leadership Mindset – Are You (and Your Senior Leaders) Ready, Willing, and Able To Compare Your Business Results to Others in Your “Industry” and Beyond? 2.Your Learning and Continuous Improvement Commitment – Do You Want to Learn How You Perform Relative to Others as THE Basis for Setting World-Class Collection Performance Targets (“Getting to the High Hanging Fruit.”)?  If You SAY - WITH PASSION –YES, RIGHT ON–YOU CAN MAKE IT HAPPEN NOW! IS MY ORGANIZATION READY FOR BENCHMARKING ?

10. 1.Document Your Current Collections Business Process – Include Vision, Mission Statements, Major Performance Measures & Process Steps  Organize A Benchmarking Team (3 – 5 People)  Use A Flow Chart, As Preferred  Address Cross-Function/Dept Issues  Develop a Simple 1 Page Summary with Metrics 2.Start Internal Comparisons First – Peer to Peer, Office-to-Office and Best Practice Sharing  Focus: “What is Working, Not Working” And Why HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ?

11. 3.Go External or Go Global – Initiate Your “Blind Date” or Courting Business Process.  Design a Marketing, Sales Package  Do Your Front-End Partner Research - Selection Criteria, and Project Scope – Conf Calls Work!  Google It - “In the Public Domain!!”  Keep It Simple - Be Careful With Surveys – Build Detail/Complexity Gradually  Watch for Privacy and Confidentiality Issues  Emphasize a Two-Way Learning Approach  Constantly Build Your Partnership Relationship – This is a People Based Initiative.  Be A Performance Excellence Ambassador! HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ?

12. 1.The Government Division of the American Society for Quality (ASQ), Milwaukee.  1,200 Members in 30 Countries 2. National Baldrige Office and 40+ State Quality Offices, NIST, Washington, DC. 3. The International Centre for Citizen-Centred Service (ICCS)in Canada. 4. The American Productivity and Quality Center (APQC), Houston, Texas – 30 + Years. 5. Ontario Municipal Benchmarking Initiative (OMBI), Niagara, Ontario, Canada 6.ICMA Center for Performance Measurement, Washington, DC. 7. The Global Benchmarking Network (GBN). WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ?

13. 8.The Florida Benchmarking Consortium (FBC). 9. North Carolina Local Government Performance Measurement Project, University of NC. 10. Selected Professional Associations  Association of Government Accountants  American Society for Training and Development  Many more across multiple disciplines globally 11. Numerous Books and References  GO FOR IT - “NETWORKS” ARE STANDING BY, JUST ASK!! WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ?

14.  Let Persistence, Perseverance, Passion, and Humility Drive Our Commitment to Sustaining The Journey Over the Long Haul.  “ Ask Not What Your Country Can Do For You -- Ask What You Can Do For Your Country” JFK, January 21, 1961 THE CHALLENGE TO US ALL :

15.  OPEN FORUM  YOUR QUESTIONS AND ANSWERS  I ENGAGE ALL MESSENGERS  FILL MY E-MAIL BOX WITH YOUR IDEAS!! WEEKSD@DOR.STATE.FL.US 850-414-7855 ONWARD AND UPWARD AS BENCHMARKING AMBASSADORS! THANK YOU!