learn collect excel dale f. weeks senior executive officer florida department of revenue...
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COLLECT
DALE F. WEEKSSenior Executive Officer
Florida Department of Revenue
Benchmarking: How and Why to Compare
Apples to Oranges to Grapefruits –What Is In It For Me?
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
YOUR 45 MINUTE YOUR 45 MINUTE BENCHMARKING RIDE TODAY 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?
Performance Excellence Brainstorming
ICE BREAKER LEARNING EXERCISE
NAME 3 ORGANIZATIONS YOU THINK EXEMPLIFY EXCELLENCE AND EXPLAIN WHY.
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? WHAT IS BENCHMARKING?
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? WHY DO BENCHMARKING? (Where is the Urgency?) (Where is the Urgency?)
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 WHO IS DOING BENCHMARKING TODAY? BENCHMARKING TODAY?
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 WHO IS DOING BENCHMARKING TODAY? BENCHMARKING TODAY?
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 IS MY ORGANIZATION READY FOR BENCHMARKING ? FOR BENCHMARKING ?
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 HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ? FOR BENCHMARKING ?
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 HOW DO I BEGIN TO PREPARE FOR BENCHMARKING ? FOR BENCHMARKING ?
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 WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ? ARE AVAILABLE TO HELP ME ?
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 WHAT SHARING RESOURCES ARE AVAILABLE TO HELP ME ? ARE AVAILABLE TO HELP ME ?
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 ALLTHE CHALLENGE TO US ALL: :
OPEN FORUM
YOUR QUESTIONS AND ANSWERS
I ENGAGE ALL MESSENGERS
FILL MY E-MAIL BOX WITH YOUR IDEAS!!
ONWARD AND UPWARDAS BENCHMARKING AMBASSADORS!
THANK YOU!