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Strategic Planning for Governmental Agencies Day 3: Setting the Direction
A presentation to the 2008 Pacific Emerging Issues Conference
Association of Government Accountants, Guam Chapter.
Guam Society of Certified Public Accountants
July 9 – 12, 2008, Guam Marriott Hotel
Dr. Lowell “Duke” Kuehn
9812 Island View Lane, University Place, WA 98466 360.791.8450 [email protected] www.pnwconsult.com
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Set your goals:
By 4:49 p.m.. I want…
By 11:49 a.m. Friday, I want…
Remember a goal is a change in condition
for the better.
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The Process Set Foundation
Mission, Vision,
Values, Guiding
Principles and
Performance
Measures
Scan, scan, scan,
SWOT
Identify Critical
Success Factors
Gap analysis.
Develop goals &
Objectives, Prioritize
Objectives.
Determine
Action Plans,
Budgets &
Timelines.
Formal
Approval
Implement
Assess,
Evaluate.
Modify.
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PERFORMANCE =
MISSION + VISION _______________________
RESOURCES
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The going can get rough…
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Scanning… fancy word for research.
Internal scan: of the organization itself.
External scan: the context in which the
organization operates.
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The scanning process gives you the data to determine
to your organization’s current position, which is what
you need to know to conduct a GAP ANALYSIS
Current
position Mission Vision
You are finding goals… gaps to be closed.
?
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Two related approaches.
Strengths
Weaknesses
Opportunities
Threats (Challenges)
C Critical Success Factors
Facilitate mission/vision achievement
Impede mission/vision achievement
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It’s all in the Power of the Question.
“What do we need to write this plan?”
Duke’s Rule #5
Leave NO stone
unturned (get it
all out on the
table).
Don’t forget
Duke’s Rule #4:
Replace fiction
and myth with
fact and data.
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Keep in mind… this is NOT an evaluation, assessment or audit. There will be no laying blame. We are simply setting a baseline for improvement.
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The accordion approach to facilitation.
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Focus on the question.
Every possible option.
Focus on the answer.
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Let’s look at an example… An urban YWCA.
Before their latest strategic plan their mission was:
Eliminating racism, empowering women.
During the planning process they kept the mission
statement as a tagline and wrote a new mission:
“We provide protection from domestic violence and
create transformative experiences for women,
children, and families”
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They embarked upon an ambitious scanning process.
We used a device called Affinity Diagrams. Kind of a social
scientific way of playing pin the tail on the donkey
Main idea
Border
idea
Central
Idea
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Human Resources
Strength
BOARD
STAFF
Great staff Dedicated
Staff
Positive
Internal
Atmosphere
Pride
&
Dignity
Passionate
Resources
Engaged
Board
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LIMITED
CAPACITY
Weakness
Only facility
is in in a poor
location
Demand for legal
services exceeds
ability to meet
Not enough
beds
Intake process
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Opportunities and threats came from a free-for-all
brain-storming exercise.
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Location Gender Vote
Retirees
United Way
National Alliance Consolidated
Donor Base
Breakdown in Values
>> Increased Violence
Crises Acts of God
CLARITY
Competition Gov’t
Funding /
Funding Base
Recession
Economy
Data /
Research /
Knowledge
Employee
Morale /
Committment
Physical Plant
Strategic
Alliances
War – Military
Services Capacity for
Services
Opportunities & Threats
NOTE: Don’t overlook trends and best practices.
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Another organization… a state REALTOR® association.
Their foundation:
Mission: We advocate for the benefit of [our state’s] real estate
professionals and their consumers.
Vision: We are recognized by Realtors, consumers and policy makers as
the trusted resource and advocate for {our state’s] real estate.
Guiding Principles:
•we serve statewide interests for the betterment of our members and the
protection of property rights.
•we govern ourselves transparently with open meetings and rationale for
actions.
•we operate collaboratively with our local and national partners.
•we manage ourselves responsibly.
•we are committed to excellence and professionalism.
•we focus on core competencies.
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Strengths Finances
Staff
Strong Leadership
Members
history
Connected leadership
Passion and confidence
Policy Board
Website
Commitment to excellent programs
The people
We’re innovative
Fiscal and physical infrastructure
Intellect of local association staff
Quality of volunteers
Reputation
PAC
Creativity
Culture of caring about members and consumers
Legislative watchdog
Weaknesses Too many creative ideas
At the mercy of the media
Staying ahead of the market
Real estate market
Members understand value
Perception that elections are locked in
Legislation and regulation
Far reaching leadership
Understand and meet member needs
Distrust by smaller boards of larger boards
Disconnect between VAR and average agent
Lack of diversity (esp younger members)
Becoming obsolete
Actions of our weakest members
Disenfranchising its members
Regional associations
Separation from the locals
Politics between the boards
Staff communication
Peter Principal
Underestimating value of local assoc to members
Lack of focus
Loss of members
Not being “local”
Disconnect from smaller boards
relevance
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Key findings, XAR strengths and weaknesses
strengths
leadership
preparing leaders
reaching to local level
legislative
volunteers
weaknesses
Disconnects
diversity, being inclusive
focus, clarity
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Key findings, XAR future issues/challenges
legislative and political advocacy
transactional issues, role of the Realtor, etc., relation to customer
preparedness and professionalism (education)
business issues (including MLS)
XAR demonstrating value (communication)
XAR infrastructure
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CRITICAL SUCCESS FACTORS
Relevant to all associations… determine the customer, AE buy-in
Identify and prioritize new business models.
Enhance strong political advocacy
Statewide forms and processes and data management.
Review governance policies.
Raise professional standards (difference between R’s and agents)
Special emphasis on technology expertise.
Prepare for generational shift.
Define our core competencies… do most what we do best (stop and start)
Focus.
Develop systems for delivering services and info to members in
partnership with locals.
Create organizational structures and processes that enhance m
representation and influence.
Engagement.
Operations.
Establish partnerships with local associations to engage all members.
Become the credible voice of real estate for consumers and members.
Expand XAR’s leadership in new technology and trends.
Create a statewide purchase agreement.
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Scanning summarized
Step 1: collect the data, answer the questions
Step 2: analyze the data, sort it, consolidate it
Step 3: identify the critical success factors
Step 4: select the most strategic CSFs (impact on
mission and vision.
Step 5: prioritize CSFs Clear and present dangers
Missed opportunities or coming threats
Portals
Slam dunks
Step 6: convert to goals.
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data
opinions
experience
hypotheses strengths
weaknesses
opportunities
threats
trends
b
e
s
t
best practices
Mission Vision Values Performance Measures
gap analysis
CRITICAL SUCCESS FACTORS
data
opinions
experience
hypotheses strengths
weaknesses
opportunities
threats
trends
best practices
gap analysis
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In considering the
SWOT and CSFs you
are:
Scouting the future. Looking for
anything out there that could
make it easier or harder to achieve
my mission and vision.
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At the end of the scan what do you have?
A comprehensive overview of the organization
today.
A sense of what the organization faces (remember
high bandwidth/robust forecasts).
A mission, vision and values.
All you need to do is write a strategic plan.
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Strengths and weaknesses, Critical Success Factors
often cut both ways.
Example: demographic shifts
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Paul Desmond and Gerry Mulligan
The Way You Look Tonight BREAK!
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Exercise: based on
the following
foundation and list
of CSFs, which 2
would you select as
most strategic?
Mission: We advocate for
the benefit of [our state’s]
real estate professionals
and their consumers.
Vision: We are recognized
by Realtors, consumers
and policy makers as the
trusted resource and
advocate for {our state’s]
real estate.
Relevant to all associations… determine the
customer, AE buy-in
Identify and prioritize new business models.
Enhance strong political advocacy
Statewide forms and processes and data
management.
Review governance policies.
Raise professional standards (difference
between R’s and agents)
Special emphasis on technology expertise.
Prepare for generational shift.
Define our core competencies… do most what
we do best (stop and start) Focus.
Develop systems for delivering services and
info to members in partnership with locals.
Create organizational structures and
processes that enhance m representation and
influence.
Engagement.
Operations. Establish partnerships with local associations
to engage all members.
Become the credible voice of real estate for
consumers and members.
Expand XAR’s leadership in new technology
and trends.
Create a statewide purchase agreement.
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What makes something strategic?
Four commonsense aphorisms:
Hole in the bottom of the boat.
Opportunity knocks but once.
A stitch in time saves nine.
The early bird catches the worm.
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Goals make a Statement about a BETTER future and strategic advantage because, if achieved, the organization’s future position will be superior to its present one.
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The best way to discover the goals most strategic
to your association (don’t forget your business)
is to conduct what’s called a gap analysis.
Keep those tracks connected kids!
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Goals originate from 3 sources
GOAL
Mission
Gap
Vision
Gap
Forecast
Future
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You are now in a position to conduct a GAP ANALYSIS
Current
position Mission Vision
Some, not all goals equal gaps to be closed.
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Gerry Mulligan
Moon Dreams Break!
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Good goals are characterized by:
Focus on change for the better.
Ultimate GET statements.
Measurable (qualitative is okay)
Achievable (leave specifics to objectives)
Timely
Best verbs:
Increase, decrease, improve, change,
maintain, reduce, maximize, minimize,
expand, grow, multiply
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Anatomy of a goal.
Two aproaches –
A. The three level strategy
Sustainability
Growth and Improvement
Breakthrough/Unprecendented Levels of Performance
B. CSF checklist… close the gaps, leap forward.
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Example of three level strategy, VRFA
Goal 1: Achieve sustainability (of the VRFA).
Goal 2: Improve fiscal performance.
Goal 3: Achieve unprecedented levels of
accomplishment and performance.
(tends to be a logical and sensible shell for the real goals)
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Example of goals responding to CSFs and gaps.
Goal 1: Increase the firm’s capacity to provide a
full range of profitable diversified commercial
real estate services.
Goal 2: Improve market position.
Goal 3: Increase profitability.
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Another example, the REALTORS® Land Institute
Goal 1: Increase membership and number of designees.
Goal 2: Improve operations.
Goal 3: Improve internal and external communication.
Goal 4: Improve RLI education programming.
Goal 5: Pursue integrated branding strategy.
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Mission/Vision
Goals
Objectives (Strategies)
Actions (Tactics)
Tasks
GETS
DOES
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Good Objectives:
Clear
Direct
Macro-level
Bridge to the goal
Verbs:
Create, build, implement, test, explore,
research, design, fix, correct, engage, etc.
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Anatomy of objectives.
Goal 1: Achieve sustainability.
Objective 1: Sound management of existing
funding and infrastructure.
Objective 2: Define Our Identity and
Establish Our Credibility to the Community.
Objective 3: Define Our Identity and
Establish Our Credibility Internally.
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Anatomy of Actions
Goal 2: Improve fiscal performance.
Objective 1: Improve infrastructure, increase capacity to meet mission,
begin new initiatives directed at vision by expanding base of resources
and funding.
Action 1. Build Financial Reserves
Action 2. Initiate Capital Campaigns
Action 3. Establish Beneficial Contracting Relationships.
Action 4: Seek a highly collaborative relationship between labor and management.
Action 5. Initiate levy lid lift and Fire Benefit Charge (FBC) renewal campaigns.
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Actions, however, need specification.
Accountability – who or what is responsible?
Time-lines – when begun, end or on-going (sometimes useful to employ critical path analysis,
deliverables by time specific)
Resource requirements – what is necessary to
achieve actions (therefore the objective, therefore the
goal, therefore the plan)?
Finances
Time
Staffing
Skills
Equipment and software
Legislative changes
Support
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From the VRFA plan, the planning team recommended…
Goal 1: Achieve sustainability.
Objective 1: Sound management of existing funding and infrastructure.
Action 3: Establish a system to measure and improve
our performance.
Need to collect relevant data.
Records management system improvement.
WHO: Senior Staff
START: June 2007, END: ?
RESOURCES: software, SAF
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VRFA staff, responsible for implementing the plan were
given the opportunity to modify the plan.
G1 O1 A3 establish system to measure performance
Evaluate the data needs of each of the VRFA divisions.
Consider different solutions (keep an improvement objective in mind) from
the perspective of both data input and analysis (use it!, a purpose for the
functions).
Consider the constraints of working in future with Valley Com.
Consider legal requirements for data collection & reporting; assess
compliance.
Ensure security and accessibility of data.
Evaluate different fire organizations’ data management structures, best
practices.
Measure customer satisfaction, get feedback
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Jim Mullen
A Dream is a Wish Your Heart Makes Break!
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Another level is possible.
Prioritize the objectives.
Focus on strategic initiatives.
This how you get to the
cocktail napkin plan.
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The X Association of REALTORS® plan had 20 objectives.
They decided to focus on, choose as initiatives six of those
objectives.
Establish laser-like focus on core competencies.
Define VAR’s role in delivering services to members. Create partnerships
with local associations for delivering services.
Evaluate VAR governance structures to insure broader representation and
to create greater transparency in governance.
Expand and create systems of communication and interaction between
VAR and local volunteer leaders and staff.
Provide credible, accurate and relevant information to the members, media,
business leaders, policy makers and the public.
Identify and communicate emerging economic, demographic and business
trends that affect members and their needs.
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Goal 1, Objective 1:
Good Management Goal 2, Objective 1:
Better infrastructure,
Increased Capacity
Public
Support
Highly
Motivated &
Empowered
Employees
Goal 1, Objective 3:
Define Identity
& Credibility Externally
Goal 1, Objective 2:
Define Internal
Identity
Stable
Funding
Every good
plan tells a
story…
VRFA’s
story is….
Goal 3: Innovation
Continuous Improvement
RESULTS start
Strategy Map
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Christine Andreas
Harry’s Dream The Ride-Out
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Rapids