performance management dr. david childs, ph.d
TRANSCRIPT
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Performance Management
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Dr. David Childs, Ph.D.
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“He has sent hither swarms of officers to
harass our people and eat out their substance.”
--U.S. Declaration of Independence
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The Challenge
1. Debt = $11T (2009)2. Debt over next 50 years (for Medicaid and
Social Security alone) = $45T3. In 1980 – U.S. was owed more than rest of world
combined4. In 2009 – U.S. owes more than rest of world
combined
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Education: we spend up to twice as much per pupil but rank 8th to 20th in test scores.
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Healthcare: Medicare currently spends more per citizen than the Universal Plans offered in Canada, Great Britain, France or Sweden.
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Defense: U.S. Military cost overruns exceed the combined total defense budgets of Great Britain, France, Russia and China.
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State and Local: Immediate fiscal crises following 9-11 and 2008 Recession; Uninformed budget/program/staff cuts.
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The Solution:High-Performance Cultures
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Charlotte, N.C.
• 1972 – Implemented H.P.C.• 1995 – Designated “most livable
city in the nation”
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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; 2nd lowest operating cost per citizen and 2nd lowest debt burden among 9 AAA bond-rated cities
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Dallas County Tax Office (Quality Texas recognition for 2007 &
2008) • Performance: First in State in vehicle titles and
registrations per FTE; 2nd 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%
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Galveston Tax Office
Over four year period, increased production and improved response times while reducing staff from 67 to 51
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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
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City of Irving, TX (Quality Texas recognition for
2009)
• One of only four cities in Texas with AAA bond rating
• 2nd lowest tax rate among 11 cities• 2nd lowest debt burden among 11
cities
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High Performance Culture yields proven results
• Improved performance• Increased productivity• Improved citizen service• Reduced resource/financial
demands• Documentable improved efficiency
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“Typical” Management
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“Typical” Management
• Top Down• Negative• Profit today• Self-centered• Sociopathic
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High Performance Culture
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High Performance Culture
• Bottom up• Positive
• Long-term service• Mission-centered
• Actualized
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H.P.C. Step #1: MISSION
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Characteristics of a Quality Mission Statement
• Brief• Unique• Visionary• Lived
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Design/Improve your organization’s mission
statement:
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______________________________________________________________________________________________________________________________________________________________________________
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H.P.C. Step #2: RECRUITING
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“Typical” Hires: Skills/ Experience
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H.P.C. Hires: Actualizers; givers; ‘at peace’
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H.P.C. Hires: “PHACES”
P = PositiveH = HappyA = AlertC = ConfidentE = EnergeticS = Sophisticated
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The most revealing interview question….?
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H.P.C. Step #3: EMPOWER
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Empower Employees
• You hired excellence! • You have given them an inspiring
mission! • Let them do it!
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H.P.C. Step #4: COUNT
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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?
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The Cornerstone Question: Are you accomplishing the mission
more successfully than you were four years ago? PROVE IT!
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Key Elements of Effective Performance Measures
• Measure the mission• Measure the tangible desired
impact• Few (end result, not processes)• Positive
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Develop Key Measures
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What 5 efficiencies/outcomes/impacts do
you most want to monitor to determine progress toward your
mission?1. ______________________________2. ______________________________3. ______________________________4. ______________________________5. ______________________________
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Congratulations! You have measures!
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H.P.C. Step #5: REWARD
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Reward
• Verifies commitment to mission• Verifies monitoring• Maintains focus/commitment to
mission• Attracts more actualizers/PHACES
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Types of Reward
• Recognition• Positive atmosphere• Purpose• Accomplishment • $$$
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H.P.C. Step #6: CONSTANTLY IMPROVE
“Don’t look back. Somethin’ might be gainin’ on ya!”
---Satchel Paige
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Core Question: How can we improve our measures
of mission success?
• Process analysis• Cost/benefit• Staff performance
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Summary: the symbiotic cycle of success• Mission• Hire actualizers/PHACES• Empower• Count• Reward• Improve• Repeat
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You and your staff are now living a life with:
• Focus• Purpose• Meaning• Achievement
CONGRATULATIONS!!
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