1. Support Services Department- Leadership Teams Involving Everyone in the Plan on a Page!

2. Two Objectives 1.) Make the department work better and 2.) Make the department a better place to work better place better place

4. Logistics and Housekeeping Dates/Times/Locations Dates/Times/Locations Parking Parking Email/Web Page Email/Web Page Materials Materials

5. Why are you here today (as a Department Leadership Team) Together, what do you hope to accomplish?

6. Outcomes/Purpose Develop collaborative leadership skills Develop collaborative leadership skills Utilize the department plan on a page to drive improvements Utilize the department plan on a page to drive improvements Create SMART goals for the department Create SMART goals for the department Track progress toward department SMART goals through quality tools and data displays Track progress toward department SMART goals through quality tools and data displays Develop an implementation plan to accomplish department goals Develop an implementation plan to accomplish department goals Use continuous improvement processes and tools (PDSA/LEAN) Use continuous improvement processes and tools (PDSA/LEAN)

7. Todays Agenda Reviewing where we left off last year (rolling-out the plan on a page) Reviewing where we left off last year (rolling-out the plan on a page) The role of the DLT The role of the DLT Leadership Vs. Management Leadership Vs. Management Collaboration and employee input Collaboration and employee input SMART Goals SMART Goals

8. Why the Plan on a Page? Tell me one more time…

10. Random Acts of Improvement Aim of the Department Goals and Measures Aim of the Department Aligned Acts of Improvement Goals and Measures

11. (Your Departments Mission Statement Here) (Your Departments Goals Here)

13. The Plan on a Page What has been the impact of your departments plan on a page? What has been the impact of your departments plan on a page? Do all employee groups within the department know the mission and goals of your department? How do you know? Do all employee groups within the department know the mission and goals of your department? How do you know?

14. Leadership Vs. Management How does this apply to me? Im not the boss!

15. Leadership Leaders are people who do the right things Leaders are people who do the right things Leadership is about coping with change Leadership is about coping with change Leaders are concerned what things mean to people Leaders are concerned what things mean to people Leaders are architects Leaders are architects Leadership focuses on the creation of a common vision Leadership focuses on the creation of a common visionManagement Managers are people who do things right Managers are people who do things right Management is about coping with complexity Management is about coping with complexity Managers are concerned about how things get done Managers are concerned about how things get done Managers are builders Managers are builders Management is the design of work… its about controlling Management is the design of work… its about controlling

16. Whose responsibility is it to improve the department? What do you do when the escalator stops? escalator

17. What Do Successful Leaders Do? Demonstrate Personal Character Set Direction (Goals/Mission) Build Teams & Manage Change Mobilize Individual Commitment

18. Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves. Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves. -Steven Covey

19. Definition of Leadership What are the characteristics of an effective leader? What are the characteristics of an effective leader? Brainstorm independently (use stickies) Brainstorm independently (use stickies) Affinity Diagram- put together like ideas Affinity Diagram- put together like ideas Nominal Group Technique- rank order the top 5 characteristics Nominal Group Technique- rank order the top 5 characteristics Create a poster to include your tables top 5 characteristics Create a poster to include your tables top 5 characteristics Be prepared to report out Be prepared to report out

20. Good to Great Jim Collins Five Level Hierarchy of Leadership

21. Video: Max & Max!

22. Debriefing Max & Max… Is Mr. Harold a Leader or a Manager? Why? Is Mr. Harold a Leader or a Manager? Why? What impact does his leadership have on the department? What impact does his leadership have on the department? Are their talents, knowledge and experiences within your department that are not being fully utilized? Are their talents, knowledge and experiences within your department that are not being fully utilized? How can employees within your department be empowered to carry out your departments plan on a page? How can employees within your department be empowered to carry out your departments plan on a page? List some ways that you can empower them. List some ways that you can empower them.

23. Now What? What do we do with the Plan on a Page? SMART goals for each different work group within the department

24. Mapping Department Work Groups Building and Grounds Dept. PaintersCarpentersMaintenance

25. Create Your Workgroup Map (Your Department) (Workgroup) Think of job-alike categories Groups will create SMART goals

26. Reviewing SMART Goals

27. What Are SMART GOALS? S pecific, strategic M easurable A ttainable R esults-oriented T ime-bound

28. Connect the front line to the goals Connect the front line to the goals Each work group needs to know how their work aligns Each work group needs to know how their work aligns SMART goals for each work group to the Plan on a Page goals SMART goals for each work group to the Plan on a Page goals

29. Customer Satisfaction Ensure customer satisfaction Ensure customer satisfaction Serve our customers in a timely fashion Serve our customers in a timely fashion Continually improve customer satisfaction Continually improve customer satisfaction SMART Goal By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey. By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

30. Serve our customers in a timely fashion Define it! Key Measures! Set Target!

32. Important Work Orders 5 point response scale and an average Six months to study & implement changes Average score of ….. July 2008 By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

33. Customer Satisfaction Ensure customer satisfaction Ensure customer satisfaction Serve our customers in a timely fashion Serve our customers in a timely fashion Continually improve customer satisfaction Continually improve customer satisfaction SMART Goal By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey. By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

34. Try it Out! Select a goal from your plan on a page Select a goal from your plan on a page Draft a SMART goal Draft a SMART goal Ensure it contains all components: Ensure it contains all components: Specific Specific Measurable Measurable Attainable Attainable Results-oriented Results-oriented Time Bound Time Bound Use the SMART goal worksheets for assistance Use the SMART goal worksheets for assistance

35. Planning for Workgroup Input How will workgroups be involved in the writing of SMART goals in your department? How will workgroups be involved in the writing of SMART goals in your department? Who will facilitate the process? Who will facilitate the process? How will you ensure that the workgroup has input? How will you ensure that the workgroup has input? When will the workgroup meet to have these discussion? When will the workgroup meet to have these discussion?

36. Next Steps… Meet with workgroups to draft one SMART goal that aligns to a goal on your departments plan on a page Meet with workgroups to draft one SMART goal that aligns to a goal on your departments plan on a page Bring in a draft of a SMART goal for each workgroup within your department Bring in a draft of a SMART goal for each workgroup within your department Next Session: October 31st Next Session: October 31st